Patient Relations

At Hurley Medical Center, our goal is to make sure your experience here is as pleasant and comfortable as possible, from the time you walk through our doors until you are discharged. We believe that good communication is essential to providing the very best care to our patients and their families. If you have any questions or concerns regarding your stay, please contact your doctor, nurse or any member of your Hurley care team.

We are here to help you with any needs you may have, such as:

  • Questions about your hospital experience
  • Accommodations for special needs
  • Comments or questions about your care
  • Suggestions for improving services
  • Spiritual and emotional support

You are encouraged to communicate these needs with your direct caregiver. You may also ask to speak with the Nursing Supervisor on duty. If you feel your needs have not been met and you wish to speak with a Patient Representative, you may contact the Patient Relations office at (810) 262-9220. If it is after business hours or on a holiday, please dial “0” and ask the operator to connect you to the House Director who will assist you.

What is a Patient Representative?

The Patient Representatives of Hurley Medical Center are available to help patients and their families with any needs by providing the following services:

  • Facilitate communication between patients, their family, and their care providers
  • Educate staff and patients about patient rights and responsibilities
  • Provide and explain Advance Directives to patients and their family
  • Obtain referrals to convene Ethics Committee meetings
  • File formal complaints and grievances

All interactions between patients or their families and our Patient Representative are kept confidential. To speak with a Patient Representative, contact the Patient Relations office at (810) 262-9220.

Patient Rights

Healthcare is a partnership involving the patient, patient advocate, and the medical team. Please review Hurley Medical Center’s Patient Rights. This will help you understand what you can expect from us and, in turn, what your responsibilities are as a patient.

Language Services

It is the policy of Hurley Medical Center to make all reasonable attempts to provide all patients and/or their representative with a means to communicate with staff and physicians. Patients requiring special assistance will be accommodated to the extent that reasonable measures are available. If you need assistance with language services, please speak with your nurse. The following special communication services are available to our patients or their representative:

  • In-person interpreter (Available for foreign and sign language)
  • Telephone interpreting, Teletypewriters device (TTY)
  • Communication boards
  • Written translation of certain medical documents

Advance Directives

An Advance Health Care Directive is a legal document which allows you to appoint an individual to make health care decisions on your behalf in the event you are unable to do so yourself. It also allows you the opportunity to state your wishes about the medical treatment which you do or do not want. We recommend that you discuss advance health care directives with your spouse, family members, spiritual advisor, and doctor while you are feeling well. Although the involvement of a lawyer is not required, some people choose to accomplish this in conjunction with wills and estate planning. For more information about Advance Directives, click here, or contact the social work case manager, health care provider or the Patient Relations office at (810) 262-9220.

Ethics Committee

When a healthcare choice also involves an ethical concern such as a family member’s wish to refuse life sustaining treatment, or a disagreement between family members or other caregivers concerning Advance Directives, decision-making can become overwhelming. Our Ethics Committee is available to hear such concerns to provide input and opinions for your decision making. Requests for a consultation may be made by the patient, a family member, the physician, nurse, or other staff member. To find out more, or to request a consultation, call a Patient Representative at (810) 262-9220, or ask that the House Director be notified.

Inquiries about your bill

Please contact the Patient Billing Services office at (810) 262-9255.

Lost and Found

It is recommended that you leave your valuables at home. Hurley Medical Center does not accept responsibility for any missing personal items unless they are deposited in the hospital safe. Our hospital safe can store such valuables as jewelry, cash, and credit cards, if needed. If you choose to utilize the hospital safe at any time during your hospital stay, please contact your nurse. Contact lenses, eyeglasses, hearing aids, and dentures should be stored in your bedside stand when not in use. Please do not put them on your bed or food tray—they may be damaged or lost. If your belongings become lost or misplaced during your hospital stay, please contact your nurse as soon as possible. To inquire about lost articles, please contact the department where they were lost. Lost articles will be held for 14 business days.

Working Together

At Hurley Medical Center we strive to provide excellence in health care in a caring and compassionate manner, focusing on quality, patient safety and patient satisfaction. If you believe we were unable to resolve your concerns to your satisfaction, you have the right to file a formal grievance with our Patient Relations office at (810) 262-9220. If you feel the issue has not been resolved through Hurley’s Patient Relations office, you may contact the following organizations:

The Bureau of Health Systems Complaint Hotline
(800) 882-6006

Consumer and Health Services, Complaint & Allegation Division, Lansing, MI 48909
(517) 373-9196

Joint Commission’s Office of Quality Monitoring
(800) 994-6610 or

At any time, you may proceed directly to a higher level of the concern-handling process described above without fear of reprisal or discrimination. You may also withdraw your concerns at any time during the process.

Patient Relations office:

Hurley Medical Center
1st floor – 1 West, near the cafeteria
One Hurley Plaza
Flint, MI 48503