Patients and/or visitors can contact a patient representative when they need:
- Someone to listen
- Support or assistance
- Response to a complaint
Hours: A patient representative can be reached between 8 a.m. and 4:30 p.m., Monday through Friday. After hours, please contact a Mercy operator by dialing 339-0300 and you will be connected with an assistant director of nursing.
Phone: From within the hospital call 9-688-7054 or dial "0" for a hospital operator and ask for a patient representative. From outside the hospital, call 319-688-7054 or toll-free at 888-771-0874.
If an individual has a concern about patient care and safety, that the hospital has not addressed, he or she is encouraged to contact the hospitals management. If the concerns cannot be resolved through the hospital, the individual is to be encouraged by the hospital to contact the Joint Commission.
The public may contact the Joint Commission's Office of Quality Monitoring to report any concerns or register complaints about a Joint Commission-accredited healthcare organization by either calling 1-800-994-6610 or by e-mail.
The Division of Health Facilities, Iowa Department of Inspections and Appeals, Lucas State Office Building, Des Moines, Iowa 50319, phone 515-281-4115 is the state authority that may also be contacted regarding concerns or complaints regarding patient care.