ECRMC is committed to providing customer service that exceeds the expectations of patients, family members and visitors. All employees, physicians and volunteers have taken a pledge to provide the best experience while delivering optimal medical care.
As a growing medical center, great customer service is not only a service, it’s a promise. Our promise was established over 50 years ago when ECRMC first opened its doors. Our promise is not only providing quality medical care but a promise to provide an experience that’s second to none.
Our Customer Relations Manager serves as an advocate for all patients and families to assure their experience is nothing short of excellent.
If something is not right, we will find a solution.
We will treat you with dignity, compassion and respect.
We will provide high quality care.
ECRMC takes great pride in patient satisfaction scores. We continuously strive to improve, regardless of satisfaction level. All patients that visit our hospital and/or centers may receive a survey in the mail. Surveys are usually sent out 3-4 weeks after the initial visit. In an effort to improve our service and quality of care, we invite you to take part in our survey and let us know what you think.
We are always interested in knowing how well patients feel we are doing. If you feel we have fallen short of your expectations, call us! We want to hear from you.
Patient/Customer Relations Manager
Billi Jo Gervacio
While we would like to have the opportunity to assist you with any concerns about patient care and/or safety in the hospital, you do have the right to file a complaint with the Division of Health Service Regulation by contacting them directly via mail or phone regardless of whether you use the hospital’s grievance process.
Department of Health Services Licensing and Certification
7575 Metropolitan Drive, Ste. 211
San Diego, CA 92108
If you want to file a grievance with this hospital, you may do so in writing or by calling:
El Centro Regional Medical Center
Attention: Patient Relations
1415 Ross Avenue, El Centro, CA 92243
If a resolution is not found or is unsatisfactory to the patient, the patient can contact the Joint Commission. This may be done by calling 800.994.6610.
If the patient wishes to file a complaint regarding a physician with the Medical Board of California, you may do so in writing or by calling:
Medical Board of California
Attention: Central Complaint Unit
1426 Howe Avenue, Ste. 54
Sacramento, CA 95828
Please note: This contact is only to file a complaint regarding a physician.