Hospital Feedback and Complaints in Grand Rapids, Michigan

Grand Rapids, Michigan has a well‑established process for handling complaints and feedback about hospital care and treatment. Whether you received care at Corewell Health (formerly Spectrum Health), Trinity Health Grand Rapids, University of Michigan Health–West (Metro Health), Mercy Health, or a smaller clinic, you have the right to speak up about your experience.

Providing feedback—both positive and negative—helps Grand Rapids hospitals improve patient safety and quality of care, which is especially important in a city with cold winters, seasonal illnesses, and diverse healthcare needs.

How Grand Rapids Hospitals Handle Feedback

Larger hospitals and health systems

Major Grand Rapids health systems typically have dedicated staff to support patients and families with concerns:

  • Patient Advocate / Patient Representative
  • Consumer Liaison Officer
  • Patient Relations or Patient Experience Department

You can usually find these services at:

  • Corewell Health – Butterworth Hospital & Blodgett Hospital
  • Trinity Health Grand Rapids Hospital
  • University of Michigan Health–West (Metro Health)
  • Mercy Health facilities in the Grand Rapids area

These teams help you:

  • Raise concerns about your care or hospital stay
  • Understand your rights as a patient in Michigan
  • Navigate the hospital’s complaint process
  • Get answers or follow‑up from the right department

Smaller hospitals and clinics

Smaller hospitals, specialty clinics, and primary care practices in the Grand Rapids area may manage feedback through their senior leadership, such as:

  • Chief Executive Officer (CEO)
  • Director of Nursing
  • Quality or Risk Manager
  • Practice Manager or Clinic Manager

Many independent clinics and urgent care centers in Kent County encourage patients to share feedback directly with their office manager or lead provider.

Why Your Feedback Matters in Grand Rapids

Every healthcare organization in Grand Rapids and Kent County—hospitals, clinics, urgent care centers, and specialist offices—relies on patient feedback to:

  • Confirm what they are doing well
  • Identify safety concerns or communication problems
  • Improve care for common local health issues (e.g., winter‑related injuries, respiratory illnesses, chronic disease management)
  • Ensure services are accessible and culturally appropriate for the Grand Rapids community

Sharing positive experiences helps hospitals recognize staff and continue good practices. Reporting problems or concerns gives them a chance to fix issues and prevent them from happening to other patients.

Your Rights as a Patient in Grand Rapids, MI

As a healthcare consumer in Grand Rapids and across Michigan, you have the right to:

  • Safe, high‑quality care
  • Clear information about your diagnosis, treatment options, and risks
  • Information about costs and insurance coverage so you can make informed decisions
  • Respect for your privacy and confidentiality
  • Access to your medical records (with some legal limitations)
  • Give or refuse consent for treatment

If you believe any of these rights were not respected during your hospital stay or clinic visit, you have the right to complain and to have your concerns taken seriously.

When You Can Make a Complaint

You can make a complaint about a Grand Rapids hospital or clinic if you feel that you:

  • Were not given adequate information about services, treatments, or costs
  • Did not receive safe or appropriate care
  • Had your privacy or confidentiality breached
  • Were treated with disrespect, discrimination, or poor communication
  • Were not given access to your health information when you asked
  • Were treated or had procedures done without your informed consent

You can give feedback or file a complaint at any time—during your hospital stay, after discharge, or after a clinic visit.

Hospital Surveys and Discharge Feedback

Many Grand Rapids hospitals use surveys to collect feedback, especially:

  • After discharge from an inpatient stay
  • After an emergency department visit
  • After an outpatient procedure or clinic appointment

These surveys may come:

  • By email or text
  • Through the patient portal (e.g., MyChart)
  • By phone or mail

Use these surveys to share:

  • What went well (staff who were helpful, clear communication, good pain control, clean environment)
  • What could be improved (wait times, noise, discharge instructions, follow‑up care, billing clarity)

Your feedback helps local hospitals prepare better for seasonal demands, such as flu surges in winter or increased injuries during icy weather.

First Steps: Talk to the Person or Team Involved

Often, the fastest and simplest way to resolve a concern is to speak directly with the person or department involved.

  1. Ask to speak with the nurse, doctor, or staff member involved in your care.
  2. Calmly explain:
    • What happened
    • Why you are concerned
    • How it affected you or your family
  3. Ask what can be done to correct the issue or prevent it from happening again.

Sometimes, problems are due to misunderstandings or miscommunication and can be resolved quickly with a conversation.

If you are uncomfortable raising the issue directly with the provider, or if talking with them does not resolve your concern, you can move to a more formal complaint process.

Making a Complaint to the Hospital or Clinic

Find out where to send your complaint

At most Grand Rapids hospitals, you can:

  • Ask at the reception desk, nurse’s station, or admissions desk
  • Request contact information for:
    • Patient Relations / Patient Experience
    • Patient Advocate or Consumer Liaison Officer
    • Clinic Manager (for outpatient practices)

You can also check the hospital or clinic’s website, where you will often find:

  • “Contact Us,” “Patient Relations,” or “Patient Experience” pages
  • Online complaint or feedback forms
  • Phone numbers and email addresses for patient advocacy services

Put your complaint in writing

A written complaint is often easier for the hospital to track and respond to. In your letter, email, or online form, include:

  • Your full name and contact information
  • The name of the hospital or clinic (e.g., Corewell Health Butterworth Hospital)
  • Dates and times of the incident(s)
  • Names or roles of staff involved, if known
  • A clear description of what happened
  • How the situation affected you (physically, emotionally, financially)
  • What you would like to happen next, such as:
    • An explanation or apology
    • Correction of your medical record
    • Changes in policy or practice
    • A meeting with staff or leadership

State whether you prefer a written response, a phone call, or a meeting.

Follow up if you don’t get a response

If you do not receive a response within the timeframe given by the hospital (often 30 days), or if no timeframe was given:

  • Call the hospital’s Patient Relations or administration office
  • Ask for an update and confirm that your complaint was received
  • Keep copies of all emails, letters, and notes from phone calls

If You’re Still Not Satisfied: Independent and Regulatory Options

If you are unhappy with the response from the hospital, clinic, or healthcare professional in Grand Rapids, you can escalate your concern to independent or regulatory bodies. It is usually best to call first to confirm they are the right organization for your situation.

Key options include:

Michigan Department of Licensing and Regulatory Affairs (LARA)

LARA oversees licensing and regulation of healthcare professionals and some healthcare facilities in Michigan.

You may contact LARA if your complaint involves:

  • Professional misconduct or incompetence
  • Unsafe or unethical behavior by a licensed provider
  • Serious quality of care or safety issues

Website: Search for “Michigan LARA health professional complaint”
Phone: Listed on the LARA website

Michigan Department of Health and Human Services (MDHHS)

MDHHS may be involved if your concern relates to:

  • Public health and safety issues
  • Certain facility standards or regulatory concerns

Website: Michigan Department of Health and Human Services

Kent County Health Department & Grand Rapids Public Health Resources

For concerns related to:

  • Public health risks
  • Infection control issues affecting the community
  • Community health programs or services

You can contact:

  • Kent County Health Department
  • Local Grand Rapids public health programs and community clinics

These organizations can guide you to the appropriate state or federal authority when needed.

Federal agencies (for Medicare/Medicaid and privacy issues)

  • Centers for Medicare & Medicaid Services (CMS) – for issues related to Medicare/Medicaid‑covered services and hospital conditions of participation.
  • U.S. Department of Health and Human Services, Office for Civil Rights (OCR) – for HIPAA privacy and civil rights complaints, such as:
    • Improper disclosure of your health information
    • Discrimination based on race, color, national origin, disability, age, sex, or religion in healthcare settings

Tips for Making an Effective Complaint

When giving feedback or filing a complaint about a Grand Rapids hospital or clinic:

  • Be specific and factual – include dates, times, locations, and names when possible.
  • Stay calm and respectful – this helps staff focus on solving the problem.
  • Focus on what you want to see change – better communication, clearer discharge instructions, safer procedures, etc.
  • Keep copies of all documents, emails, and notes.

Using Your Voice to Improve Healthcare in Grand Rapids

Grand Rapids is home to several major health systems and many community clinics serving a diverse population. With cold winters, seasonal flu, respiratory illnesses, and chronic conditions common in Michigan, safe and high‑quality hospital care is essential.

By sharing your experiences—good and bad—you help:

  • Improve patient safety and communication
  • Guide hospital policies and staff training
  • Strengthen healthcare services for your neighbors and community

Whether you were treated at a large Grand Rapids hospital or a small clinic, you have the right to be heard and to expect a thoughtful response to your concerns.