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Compliments & Complaints

Superb Quality.  Superb Service.  All the Time.

The FMH Vision Statement is a clear and concise expression of our organization's goal to provide the very best care. But to the physicians, employees and volunteers of FMH it means much more. We believe that it is your right, and our responsibility, to provide the very best care in an environment that is safe and secure, and provides support for body, mind and spirit.

We try hard every day to be at the "top of our game," and we don't accept the amount of work, time or resources as valid excuses for not providing exceptional patient care and customer service. We measure ourselves every day against the performance of like healthcare organizations, and set goals for our ranking in those peer groups that are quite ambitious. We will never settle and we will never stop trying to improve.

Should we ever fall short of your expectations, we have an entire department of customer service professionals who are available to discuss your concerns, investigate the circumstances and provide you - not with an excuse - but with facts that may help you better understand the care that you received, or the reason that systems or processes were unable to perform to your expectations.

Please call 240-566-3564 to reach our Service Excellence Department.

By the same token, we are always anxious to hear when you think we as an organization, or individual staff members, provided exceptionally good care and service to you or your loved ones.  There is a mechanism in place through which you can express your satisfaction with our service, and praise those who have performed exceptionally well.

Randomly chosen patients will receive satisfaction surveys from Press Ganey Associates, Inc. asking them to evaluate their FMH experience. If you receive a survey, please take the time to complete and return it in the postage paid envelope provided. Your feedback is very important to us. The information we learn from the patient satisfaction surveys will help us understand where our performance has met your expectations, and where to focus our attention upon specific areas of patient comfort and care.

 

                   

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