Patient Relations

A provider with back to the camera in the foreground, speaks with a smiling patient.

Our Patient Relations team makes sure every patient, family member, and visitor feels heard, respected, and supported. Navigating the health care system can be confusing or stressful, and we’re here to help. 

You can:

  • Share a concern or complaint
  • Ask for clarification or support
  • Share feedback about your experience

Here to support you

Listening and support: We are an objective and compassionate resource for patients and families. If you feel your needs are not being met or understood, we can listen, support communication, and connect you with appropriate resources. If another department or team can best assist you, we will connect you with them.

Help with complaints: We help resolve concerns respectfully and transparently.

Help understanding your rights: We can answer your questions about patient rights and responsibilities. Understand your responsibilities as a patient or family member, including participating in your care, asking questions and respecting the care environment

Help with complaints

We can help when things do not go as you expected. We want to hear from you if something feels wrong, confusing or upsetting. We take every concern seriously and address it thoughtfully. When you contact us, you can expect us to:

  • Gather information to understand your concern
  • Facilitate conversations between you, your family and your care team
  • Coordinate a review with clinical and administrative leaders
  • Follow up on outcomes and next steps
  • Find opportunities for improvement to strengthen the patient experience across OHSU

Complaint process

If you have not been able to resolve a concern after first discussing it with your care team, contact Patient Relations in any of these ways to share your complaint.

If you mail or fax your complaint, please complete a patient feedback form:

Mail the form to the address below or fax it to 503-494-3495. 

Patient Relations Department – UHS‑3
Oregon Health & Science University
3181 S.W. Sam Jackson Park Road
Portland, OR 97239‑3098

Information to include

The more details you share, the easier it is for us to help. To help us understand your concern and respond quickly, please include:

  • Your full name, phone number, mailing address and email address
  • Your date of birth
  • Your preferred communication method
  • What happened
  • When it happened (date and time, if possible)
  • Where it happened
  • Who was involved
  • How the problem affected you
  • What you hope will happen next

Resources outside of OHSU

If you are not satisfied with our response, you can contact these resources to file your complaint:

Oregon Health Authority, Health Care Regulation and Quality Improvement
Health Facility Licensing and Certification Program
800 N.E. Oregon Street, Suite 465
Portland, OR 97232
Phone: 971-673-0540
Fax: 971-673-0556
mailbox.hclc@state.or.us

DNV Healthcare USA Inc.
Attn: Hospital Complaints­
4435 Aicholtz Road, Suite 900­
Cincinnati, OH 45245­
Phone: 866-496-9647­
Fax: 281-870-4818­
hospitalcomplaint@dnv.com

The Office of Civil Rights
U.S. Department of Health and Human Services
Centralized Case Management Operations
200 Independence Avenue S.W., Room 509F, HHH Building
Washington, D.C. 20201 
Phone: 800-868-1019
Phone: 800-537-7697 (TDD)
OCRMail@hhs.gov

Contact us

Our business hours are Monday-Friday, 8 a.m.-4:30 p.m.

Make a complaint

You can submit your complaint by form, email, phone, mail or fax.

Fill out a complaint form

Helpful links

Contact these departments for common questions: