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 off-hours.

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.

Out 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 at HMH