Customer Relations
Customer Relations

Welcome to Patient and Guest Relations


Thank you for entrusting your care to us. People check into a hospital at a time when their needs are powerful. You want expertise to heal or palliate your sickness or injury, and also great compassion to help you feel calm and confident during your healing. At Cayuga Medical Center, we strive to deliver both expertise and compassion with dedication, excellence, and responsiveness.


We hope you will let our Patient and Guest Relations office help in any way we can so you may have a very positive experience at Cayuga Medical Center. We pledge to do our best work to live up to your trust.


Our role


Being in the hospital, or having a loved one in the hospital, can be a very vulnerable experience. You may have needs that you don’t know exactly how to address.


In Patient and Guest Relations, we provide a friendly face and an advocate; someone you can talk to who can either resolve your need directly or can guide you to the people who can help. We want your experience with Cayuga Medical Center to be one of comfort and a sense that your needs are being attended to and addressed.



Here’s how you may contact us for help:



In addition to the highest-quality health care we believe you deserve:






          Confidentiality in all appropriate matters


These are some of the things we can do to help you have a good hospital experience:


Before your stay:


provide information on area accommodations (see links below for online information)


During your stay:


facilitate communication and act as a liaison between you and the hospital staff


refer you to appropriate departments for specific needs


help you understand CMC’s policies and procedures


explore and resolve concerns


help to assure that the New York State Patients Bill of Rights is fully honored


through Caring Bridge help you set up a free personal web page to help family and friends stay informed of a patient’s progress



After your stay:


follow up on any questions, compliments, or concerns that may have arisen during the time you were a patient or guest at CMC


We can direct you to the appropriate department for these services:


special needs services such as services for the hearing, visual, or physically impaired


interpreters for languages other than English


advance directives and living wills (Social Work Department)


notary public in hospital




Lost and found, which is housed in our Security office. You may call them at 607-274-4422. (We will make every effort to locate a patient’s lost property, however, we are not responsible for lost or stolen property.)


Online links you might find helpful:


          Billing/sample statement:  Paying for Your Care


          Area accommodations:


          Area restaurants:


Getting to the hospital: for maps and public transit information, see

          (A note about parking at any of our facilities: there is plenty of it and it’s free!)


          Local attractions:



We’d love to hear your thoughts.


If we have succeeded in our goal to provide exceptional medical care, we would love to hear about it. We are always happy to share positive feedback from patients and families with our caregivers.


If in some way we have fallen short of that aim, we want to hear about that, too, so we can work to remedy any obstacles to our delivering the highest quality medical service to you.


We make every effort to resolve concerns immediately, and this is often possible. If not, we:

explore the issue in a timely manner, engaging all appropriate staff members in the exploration 


          resolve the issue raised


follow up with you to let you know the resolution of the issue, unless you have indicated to us that you are not interested in hearing back from us. (Note: if you do wish to hear from us, please let us know how you would prefer to be reached: phone, e-mail, etc.)



If you are a patient with us, when your stay is finished, you will receive a survey in the mail from Press Ganey, a company that evaluates patient satisfaction in our medical center. We are very grateful if you fill it out, as it helps guide us in our delivery of top-quality health care. We also welcome online feedback.


Click here to tell us about your experience.


Feedback from our patients helps us identify ways to improve patient care. Please discuss any comments or concerns with your nurse or unit manager.

Patients and their families may also direct any concerns or comments to our Customer Relations Specialist:

Cayuga Medical Center
Public Relations Office
101 Dates Drive
Ithaca, NY 14850

You may also contact the Central Field Office of the New York State Department of Health at 1-800-804-5447 or The Joint Commission (TJC) at 1-800-994-6610.

Thank you for helping us to continually improve the services we provide to the community.


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