To ensure effective communication
with patients and companions who are deaf or hard of hearing, we provide
auxiliary aids and services free of charge, such as qualified interpreters,
TTYs, written materials and closed captioning. Please ask your nurse
or other hospital personnel for assistance.
An important piece of Upper Chesapeake Health's Culture
of Excellence is the Guest Services Department. The primary role of the
Department is to provide patient advocacy by assisting the patient in
exercising his or her rights and to assure that each patient receives
healing and compassionate care focused on his or her individual needs.
The Guest Services office is staffed Monday through
Friday between the hours of 8:30 a.m. until 5:00 p.m. The director of Guest Services as
well as Guest Services Representatives are available via pager during
The Department receives, investigates and responds
to all patient and/or family concerns regarding dissatisfaction with
any customer service aspect of their hospital experience. The Department
also works closely with the Risk Management Department on any clinical
concerns which patients or family members may express.
Guest Services also assists patients with initiating
Advance Directives or what some refer to as a Living Will. Booklets which
include forms for Appointment of a Healthcare Agent, Healthcare Instructions,
as well as organ donation and receipt, are available from the department.
The Director of Guest Services, upon request of a patient
and/or family, a physician, or a team member has the ability to convene
the Ethics Committee to address an expressed concern. For more information,
please contact the department.
of Town Visitors
Accommodations for relatives and visitors
from out-of-town are available at nearby motels. Contact Guest Service
for a list of nearby motels and restaurants by calling:
443-643-2400 at UCMC and 443-843-5618