Montefiore Einstein’s Customer Services Department is dedicated to making the care experience at our hospitals and outpatient facilities the best it can be for patients and their families. We work to provide the highest quality service by following Montefiore Einstein’s standards of service excellence for customer care.
Our Philosophy: No Concern Too Small
Our customer service specialists are trained to listen and problem-solve. They are ready to address questions, problems, complaints, grievances and special requests quickly and efficiently. Patients and their families or significant others may contact Customer Services directly at the main number, 718-920-4943, or email CustServiceCares@montefiore.org.
If you have concerns about patient care or safety that have not been adequately addressed, contact the New York State Department of Health at 1-800-804-5447.
You may also contact The Joint Commission’s Office of Quality Monitoring to report any concerns or register complaints:
- Call: 800-994-6610
- Email: complaint@jointcommission.org
- Visit: www.jointcommission.org, using the “Report a Patient Safety Event” link in the “Action Center” on the website’s home page
- Fax: 630-792-5636
- Mail: The Office of Quality and Patient Safety (OQPS), The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181
Reports of patient safety events to The Joint Commission must include the healthcare organization’s name, street address, city and state.
Additional Special Resources
Customer Services assists those who speak another language or are hearing impaired, to ensure that patients and families are comfortable and can communicate with their doctors and nurses. Resources available, all free of charge, include:
- Foreign language interpreters
- Sign language interpreters
- American Sign Language (ASL) interpreters
- Teletypewriters (TTYs): text messaging for deaf people or for the hearing-impaired
- Amplified phones
- Closed captioning for television
- Other assistive and auxiliary devices, as required
SPEAK UP Guidelines for Patients & Families
The most positive care outcomes occur when patients are proactive. Customer Services encourages patients and families to SPEAK UP:
- State your concerns, ask questions and, if you don’t understand, ask again.
- Pay attention to the care you receive. Tell your doctor or nurse if something doesn’t seem right about the medications or treatments you are receiving.
- Educate yourself about the diagnosis, medical tests and treatment plan. One recommended source is the Medical Library on this site.
- Ask a trusted family member or friend to be your advocate. A friend or family member may include people who are not legally related to you. Family members may also include spouses, domestic partners, children, siblings, parents, etc. Your advocate can ask questions you may not think of and help you remember answers to questions.
- Know what medications you take, the dosage and how often. Share information about current medications before new ones are prescribed. Ask about side effects and how well different medications work together.
- Understand the follow-up care that’s needed. If a patient or family member is concerned about managing that care, request a visit with a Montefiore Einstein social worker.
- Participate in all decisions about your treatment. Don’t be afraid to ask for a second opinion.
Contact Us
Customer Service
600 East 233rd Street
Bronx, NY 10466
Phone: 718-920-9888
Fax: 718-920-6805
Schedule a Visit
We make it easy for you to see one of our renowned rehabilitation specialists. To schedule an appointment, please call us at 833-REHAB-01 (833-734-2201), and our team will get you back to functioning at your best.