Patient Compliments and Concerns

Let Us Know of Your Compliments and Concerns

If you are pleased or dissatisfied with any aspect of your care or your experience with us, we want to hear from you. You may notify us in several ways:

  • Tell your provider or a member of the office or department that is providing you the services.
  • Ask to speak to a manager. The manager’s name and phone number are prominently displayed in most patient care areas, but you may also ask any staff member to contact the manager.
  • Contact our Customer Relations Department:
    • Email: info@clearlake-specialties.com
  • Submit an online review. Some of our patient care areas hand out tablets for patient reviews, and others may randomly select patients to participate in a phone or email survey following their visit. This is another opportunity to tell us what we are doing well and where we can improve and to recognize specific individuals who made a difference in your care.

Help Us to Help You

When providing us your feedback, please include:

  • The date and time of your visit or experience
  • The location you visited or the manner in which you interacted with us
  • The patient’s name and date of birth (if related to a patient visit)
  • Specific details about what we did well or poorly

Please be assured that we will take reasonable precautions to protect the patient’s and complainant’s identity. However, we do require this information in order to pass on your feedback to the appropriate people and to take the necessary follow-up actions to resolve your concerns.

There is a Grievance Process

If you feel that one or more of your rights has been violated and the above steps have not resolved the matter to your satisfaction, you may email Customer Relations, info@clearlake-specialties.com to initiate the Grievance Process:

  • You will be asked to put your grievance in writing.
  • You will be sent a written acknowledgement of receipt of the grievance within seven (7) days.
  • Customer Relations will coordinate an investigation to resolve the grievance, including referral to appropriate internal decision-making bodies and the timely inclusion, if appropriate, of outside agencies such as licensing, accrediting and other regulatory agencies.