The primary role of our Guest Services department is to provide patient advocacy. We are here to assist you in ensuring that your patient rights are respected and that you receive healing and compassionate care.
The department investigates and responds to patients' or family member' concerns with any customer service aspect of their hospital experience. Guest Services also works closely with our Risk Management team on any clinical concerns.
The director of Guest Services, upon request of a patient, family member, a physician or a team member, can call on the Ethics Committee to address an expressed concern.
Hours and Contact Information
The Guest Services office is staffed Monday through Friday between 8:30 am and 5 pm. The director of Guest Services and other department representatives are available via pager during off-hours.
- UM Upper Chesapeake Medical Center: 443-643-2400
- UM Harford Memorial Hospital: 443-843-5618
Guest Services can provide you with a list of nearby motels and restaurants for relatives and visitors from out of town.
To ensure effective communication for all, we provide assistive devices for use at no cost to patients and families who have visual, speech or hearing impairments or whose English is limited. Please ask your nurse or other hospital personnel for assistance.
Guest Services also assists you with initiating an advance directive, also called a living will. Booklets, which include forms for the appointment of a healthcare agent, healthcare instructions and organ donation, are available from the department. Read more about preparing an advance directive.