For Patients

YOUR EXPERIENCE IS IMPORTANT TO US

It is our earnest wish that you receive optimal care and that your health and personal needs during your Queen of the Valley stay are met fully. However, if you have concerns about your care, service, patient safety or other aspects of your Queen of the Valley experience that are unresolved in your discussions with your physician, nurse or department manager, our Patient Representative can assist you with these concerns.

The Patient Representative is available Monday through Friday, 8:00 a.m. to 4:30 p.m. at (707) 252-4411 ext 2632. At any other time, the Medical Center Nursing Supervisor can assist you and may be reached through the switchboard operator. Additional contact information is listed below.

Patient Care & Safety Concerns

Complaints or concerns with respect to care, safety or services provided by Queen of the Valley Medical Center not resolved by your physician, nurse or the department manager may be directed to:

Patient Representative

Queen of the Valley Medical Center
1000 Trancas Street Napa, CA 94558
Telephone: 707-252-4411 Extension 2623

TDD: 707-525-5237
TDD Relay Service: 800-735-2929 (Toll Free)
TDD Relay Service Voice Number: 800-735-2922


If you have a patient care or safety issue that cannot be resolved by our Patient Representative you may direct your concern to:

California Department of Public Health Licensing and Certification Office

2170 Northpoint Parkway
Santa Rosa, CA 95407
Telephone: 707-576-6775 or 866-784-0703 (Toll Free)

TDD Relay Service: 800-735-2929 (Toll Free)
TDD Relay Service Voice Number: 800-735-2922 (Toll Free)

Or to:

The Joint Commission on Accreditation of Health Care Organizations - Office of Quality Monitoring

Telephone: 800-994-6610 (Toll Free)

E-mail: complaint@jcaho.org


Privacy Law Concerns

If you have questions or would like additional information, or if you believe your privacy rights have been violated, you are encouraged to contact our Privacy Officer. You may also file a complaint with the U.S. Department of Health and Human Services Office of Civil Rights. Filing a complaint will not negatively affect the treatment or coverage that you receive.

Privacy Officer

Queen of the Valley Medical Center
1000 Trancas Street Napa, CA 94558
Telephone: 707-252-4411 Extension 2792

If you have a patient privacy rights issue that cannot be resolved by our Privacy Officer, you may direct your concern to:

Office of Civil Rights U.S. Department of Health and Human Services

200 Independence Avenue, S. W. Room 509F, HHH Building
Washington, DC 20201
Telephone: 800-368-1019 (Toll Free)

TDD 800-537-7697 (Toll Free)


Billing Questions or Concerns

If you have questions about your Medical Center bill, would like a more detailed copy of your bill, or would like information about our Financial Assistance programs for QVMC services, contact:

Patient Financial Services

Customer Service Representatives are available Monday thru Thursday 9:00am to 4:00pm and Friday 9:00am to noon. Call (707) 257-4095 for information.

The Concierge and Registrars located in the Main Lobby can accept payments and answer questions from 6:00 AM to 6:00 PM Monday through Friday. Registrars located in the Emergency Department can also accept payments and answer questions 24 hours a day.

For information on our financial assistance program click here.

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