Rights & Responsibilities
 How to express a complaint or concern
Thank you for choosing Heart & Vascular Center of Northern Arizona for your heart and vascular needs. We are committed to providing you with a positive and safe experience.
If you have any questions, compliments, concerns or complaints about your care, we sincerely wish to know. We will make every attempt to answer your questions, recognize those you complimented and provide resolution before you leave the hospital.
Customer Service Resources:
Service excellence at the Heart & Vascular Center of Northern Arizona is of utmost importance to exceed our customers’ needs and expectations.
Your nurse, caregiver, or person providing your inpatient or outpatient service is your primary contact for all patient and/or visitor concerns or compliments.
Patient Relations Coordinators: Both FMC and VVMC have staff available to answer questions, provide information and communicate your concerns to the appropriate department director or team member.
Flagstaff Medical Center:
The Patient Relations Coordinator at FMC can be reached at extension 13528 or by dialing 928 214-3528, Monday through Friday, 8:30 a.m. – 5:30 p.m.
Verde Valley Medical Center
The Patient Relations Coodinator at VVMC can be reached at extension 36263 or by dialing 928 639-6263.
You have the right to report complaints or grievances by mail to the Arizona Department of Health Services. Their address and phone number is below:
Arizona Department of Health Services
Division of Licensing
Medical Facilities Licensing
150 N. 18th Ave., 4th Floor, Suite 450
Phoenix, AZ 85007
Thank you again for choosing Northern Arizona Healthcare. It is our privilege to serve you.
Patient/Surrogate Rights and Responsibilities
While a person is a patient at at Northern Arizona Healthcare facilities, we respect the rights of the patient, recognize that each patient is an individual with unique healthcare needs. Recognizing the importance of respecting each patient’s personal dignity, provide considerate and respectful care focused on the patient’s individual needs. Patients have the right to reasonable access to care regardless of race, religion, gender, sexual orientation, ethnicity, age or disability. Education of staff about patient rights is conducted annually via a mandatory module.
Whenever possible, information will be shared verbally with the patient in his/her primary language, through written material or through an interpreter. Each patient will be given a copy of the Patient/Surrogate Rights and Responsibilities upon admission (on the back of the Conditions of Admission form).
NAH assists the patient in the exercise of his/her rights and informs the patient of any responsibilities incumbent upon him/her in the exercise of those rights considering the following components:
- Patient participation in care decisions
- Ethical considerations in care and information on how to gain access to the Ethics Task Force and the Process for Ethical Issue Resolution
- Provision of care
- Advance Directives
- Current guidelines relating to withholding and withdrawing life support
- All patient/surrogate rights are exercised to the extent permitted by Arizona law
- Their role in helping facilitate the safe delivery of care
* Note: Identification of the surrogate decision-maker is fully defined in Hospital Guidelines of Practice #HP 100-10, Healthcare Directives/Patient Self-Determination Act.
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