Patient Complaint Resolution Process

CWU Student Health Services is committed to providing the best possible patient care that is respectful of, and responsive to, individual patient preferences, needs and values. This includes creating an open environment of communication in which patients feel comfortable expressing a complaint or grievance related to the quality of care and services provided to them. If a patient believes that they did not receive quality care or services, those concerns will be promptly addressed, and appropriate action taken as necessary.

Patient Right to File Complaint or Grievance

Patients may issue a verbal complaint to any CWU Student Health Services employee in person or via phone call. If the complaint is not resolved at the time the complaint is made, a formal grievance may be submitted online, or in writing. If the complaint is verbal, the staff member receiving the information will document the complaint on a Patient Concern Documentation Form.  You may also download the Patient Concern Documentation Form from your Patient Portal.

A patient may also issue a written complaint, sent by mail or e-mail.

Written grievances may be mailed to:

  1. CWU Student Health Services
    Attn: Director
    400 E. University Way
    Ellensburg, WA 98926-7585, or

  2. CWU Executive Director of Health and Wellness
    400 E. University Way
    Ellensburg, WA 98926-7452

Once a complaint is received, you will be contacted within 3-5 business days for an in-person or phone interview. Complaints should be resolved within fifteen (15) days (or within 30 days for more complex complaints).

A grievance is considered resolved when the actions taken in response to a grievance, are to the satisfaction of the patient; or if the investigation outcome is appropriate and reasonable, as determined by the Director of Student Health Services or Executive Director of Health and Wellness, even if the patient remains dissatisfied.

All records, reports, investigations, and related documents are confidential and protected from discovery and inappropriate disclosure. 

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