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Patient Experience & Advocacy

Patient advocates are available to provide a helpful route for patients who are seeking assistance with special needs or concerns. If you have questions about any aspect of your care, we ask that you first deal directly with the staff involved with your care. If further assistance is needed, please ask to speak with the patient advocate.

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Non Discrimination Policy

As a recipient of federal financial assistance, Valley Health does not exclude, deny benefits to, or otherwise discriminate against any person on the basis of race, color, national origin, disability, age or sex in admission to, participation in, or receipt of the services and benefits under any of its programs and activities, whether carried out by a Valley Health affiliated hospital directly or through a contractor or any other entity with which Valley Health arranges to carry out its programs and activities.

This statement is in accordance with the provisions of Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, Section 1557 of the Patient Protection and Affordable Care Act, and Regulations of the U.S. Department of Health and Human Services issued pursuant to these statues at Title 45 Code of Federal Regulations Parts 80, 84 and 91.

Grievance/Complaint Procedure

Valley Health has adopted an internal grievance procedure providing for the prompt and equitable resolution of grievances. In case of questions or to file a complaint, please contact the appropriate number listed above. Filing a grievance with Valley Health does not prevent filing with the:

Office for Civil Rights
U.S. Department of Health and Human Services
150 South Independence Mall West, Suite 372
Philadelphia, PA 19106-9111
Main Line: 215-861-4440
TDD: 215-861-4440

Complaint Unit
Virginia Department of Health
Office of Licensure and Certification
9960 Mayland Drive, Suite 401
Henrico, Virginia 23233

Attention: [Health Care Facility Type] Complaint Intake
Office of Health Facility Licensure & Certification
408 Leon Sullivan Way
Charleston, West Virginia 25301-1713
304-558-0050 (health care facility complaints)
800-442-2888 (home health hotline)

Office of Quality and Patient Safety
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, Illinois 60181

Integrity and Ethics Hotline

We encourage employees, patients and others to speak up if something isn’t right, if they need guidance, or if they want to report a concern about possible inappropriate or illegal behavior. Click here to learn more about the Integrity and Ethics Hotline, and make a call or online report.

Notice to Limited English Proficient Individuals of the Availability of Free Language Access Services

Valley Health provides free language access services (interpretation). These services are provided by trained interpreters who are employees of Valley Health at no charge to patients or families. Sign language services for the deaf are included in these services.

Patient Bill of Rights

Access to Care – Regardless of race, creed, national origin, sexual orientation, physical limitations, language barrier, or source of payment, you have the right to receive impartial medical treatment and care. You have the right to request information regarding protective and advocacy services through the social services department.

Advance Directives

You have the right to make a Living Will or a Durable Power of Attorney for Health Care, which gives you the right to determine who you want to make decisions about your health care in the event that you are unable to do so. You have the right to receive the standard treatment and care for your condition or illness. In accordance with Virginia State law, information about advance directives and living wills is distributed to all patients shortly after admission. If you do not have an advance directive and would like to make one, inform your physician, nurse or therapist.

Medicare Patients

You have the right to receive all the hospital care that is necessary for the proper diagnosis and treatment of your illness or injury. According to federal law, your discharge date must be determined solely by your medical needs. You have a right to request a review by a peer review organization of any written notice of non-coverage that you receive from the hospital stating that Medicare will no longer pay for your hospital care.

English as a Second Language

Services including television, video, printed materials and live interpretations are available for patients who do not speak English.


During your hospital stay, you will need only a few personal items, such as pajamas, bathrobe, slippers and personal toilet articles. You are encouraged to leave any valuables and large sums of money at home. However, if you do wish to store something valuable during your stay, the hospital safe is available. Please ask your nurse for assistance. Valley Health is not responsible for the loss of money or other valuables retained by patients in their rooms.

Organ and Tissue Donation

According to the Uniform Anatomical Gift Act, anyone who is 18 or older and of sound mind may become a donor. (Minors may become a donor with parent or guardian’s consent.) Contact Life Net for more information at 800-847-7832.

Human Gift Registry

For more information on how to donate your body to medical science please contact the Virginia State Anatomical Program at 800-447-1706 or in West Virginia call 304-293-6322.