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Quality of care

We encourage all patients and their loved ones to give us feedback - in person, via letters or on patient surveys - about their experience at HCC. Patient responses are invaluable to us as we strive to improve the quality of care.

Patient feedback

How we receive patient feedback:

Press Ganey surveys

The independent Press Ganey company conducts random surveys of former Hospital of Central Connecticut patients, asking them to rate everything from the quality of care they received to the cleanliness of their rooms. Survey responses help the hospital improve quality of care and customer service.

HCAHPS surveys

Created by the Agency for Healthcare Research and Quality (AHRQ), the federal government's HCAHPS initiative is designed to provide a standardized survey to measure patients' perspectives on hospital care.

HCAHPS survey questions ask patients to give an overall ratings of the hospital and evaluate other key areas, including communication with doctors and nurses; hospital staffs' responsiveness; pain control; cleanliness and quiet; and discharge information. The initiative created a national standard for collecting or publicly reporting this information, allowing consumers to compare survey results among different hospitals.

HCAHPS is meant to complement - not replace -- patient satisfaction and other data hospitals currently collect.

Your comments

Please don't hesitate to share concerns, complaints or compliments with your doctor, nurse or any other hospital staff member. Your feedback does make a difference!

Medical Ethics Committee

This committee of physicians, nurses, social workers, clergy and community representatives can advise patients, families and physicians on the ethical implications of medical decisions.

To request a consultation call:
New Britain General campus: (860) 224-5236
Bradley Memorial campus: (860) 276-5005

Complaint resolution

If you have any problems while in the hospital, please speak to the manager of the appropriate department so we can properly address your concerns. If you are unable to reach a satisfactory solution at this level, please contact the hospital's administration department:
  • Bradley Memorial campus: (860) 276-5005
  • New Britain General campus: (860) 224-5640 x5164 or x2391
If you are unable to reach a satisfactory solution despite communication with hospital administration, you have the right to notify external agencies of your concerns, including:



CT Department of Public Health
Complaint/Compliance Unit


Division of Health Systems regulation
CT Department of Public Health

410 Capitol Ave., MS# 12HSR
Hartford, CT 06134-0308
Telephone: (860) 509-7400
The Joint Commission
Office of Quality Monitoring


1 Renaissance Boulevard
Oakbrook Terrace, Illinois 06181
Telephone:
complaint@jointcommission.org



If you are a Medicare recipient, you have the right to request that concerns regarding quality of care or coverage decisions be reviewed by the Medicare Quality Improvement Organization for the State of Connecticut.