NC State University

Student Comments and Complaints

REG 11.45.7

Student Health Services (SHS)
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Authority: Vice Chancellor for Student Affairs

History: First Issued: October 1, 2002.

Contact Info: Director of Student Health Services (SHS) (919)-513-3285.

1. Regulation:

Student Health Services (SHS) will consider and respond in a timely manner to suggestions and complaints from student and/or families relating to any services. SHS encourages students and families to express any concerns and views this as an opportunity to improve and enhance the quality of care and services provided.

2. Procedure:

2.1. SHS patients and families are informed of their right to present a comment or complaint. This information is provided in the Patient Rights and Responsibilities, which is available in the reception and clinical areas.

 2.2. Patients are encouraged to communicate directly with their health care provider or other staff member involved in the matter. Other option for registering a comment are:

2.2.1. A suggestion/comments box is located near the front entrance and shall be emptied weekly by administrative staff or members of the University Health Committee.

2.2.2. Students/family members may voice concerns to administrative staff or members of the University Health Committee.

2.3. If any staff member believes a student is dissatisfied, that staff member should make every effort to resolve the issue before the student leaves the building.

2.4. Based on results of the administrative review, each valid complaint will receive a written response from SHS and appropriate corrective action will be taken.

2.5. Supervisor will confidentially share negative comments with any employee identified by a student or family member. Positive comments will be shared with employee, supervisor and with other staff if appropriate.

2.6. Presentation of a complaint in no way shall compromise the patient's future access to care or his/her stated rights.

2.7. Patient satisfaction surveys are conducted annually and changes may be made based on the survey.