Special Needs Resources
Our Customer Services Department is dedicated to making the care experience at our hospitals and outpatient facilities the best it can be for patients and their families. We work to provide the highest quality service by following our Standards of Service Excellence for customer care.
Our Philosophy: No Concern Too Small
Our Customer Service Specialists are trained to listen and problem solve. They are ready to address questions, problems, complaints, grievances and special requests quickly and efficiently. Patients and their families or significant others may contact Alice Schenkel, RN, EdM, Interim Director of Customer Services at 718-920-2920, or email aschenkel@montefiore.org.
If you feel your concerns regarding patient care or safety have not been adequately addressed, you may contact the New York State Department of Health at 1-800-804-5447.
You may also contact the Joint Commission's Office of Quality Monitoring to report any concerns or register complaints by either calling (800) 994-6610 or sending an email to complaint@jointcommission.org.
Resources for Special Needs
Customer Services provides assistance for those who speak another language or are hearing impaired, to ensure that patients and families are comfortable and can communicate with their doctors and nurses. Resources available, all free of charge, include:
- Foreign-language interpreters
- Sign-language interpreters
- TTYs (text messaging for the hearing impaired)
- Amplified phones
- Closed captioning for television
- Other assistive and auxiliary devices as required
- Caregiver Support Program