Complaint Resolution

Hendrick Medical Center Business Services will hear and evaluate all non-patient care customer complaints.  These would include that rate at which services  are charged and charges for services the patient believes were not rendered.

1. Address your concern to a Customer Service Rep.  (325) 670-2437
2. Complaints about patient care concerns will be referred to the appropriate department.
3. Complaints about services “not rendered”, will be reviewed by the department rendering the services.
4. If the Customer Service Rep cannot resolve the complaint, the caller will be referred to the Business Service Coordinator.
5. If the Business Services Coordinator cannot resolve the complaint, the call will be referred to the Business Services Director.
6. If the Business Services Director cannot resolve the complaint, the customer will be instructed to put the complaint in writing and send it to the VP over Business Services.
7. If the customer remains unsatisfied, they may contact:

8. Customer billing complaints will be logged in the Patient Complaint Resolution Folder.

Normal business hours for Business Services, located on the corner of Hickory and Ambler, are Monday through Friday 8AM to 4:30 PM, (325) 670-2437