Quality - Patient Experience & Safety

At Luminis Health, we hold ourselves to the highest standards of care. You should hold us accountable, too.  The experience you have with your health care system should be a good one. The best way for us to know how good your experience was is to ask.

What is Patient Experience?

The patient experience at Luminis Health is the sum of every interaction—shaped by our mission, vision, and RISE values—that fosters trust, dignity, and empowerment throughout a patient’s journey.

Mission: We deliver respectful, inclusive, service-driven care that adapts to meet the unique needs of the individuals who make up our communities.

Vision: To create a healthcare experience where every patient and family feels supported, cared for, and included.

Our Promise to You – Our Values in Action

Respect: We will give you and your loved ones our full attention, treat you with dignity, and ensure you feel like the most important person in the room.

Inclusion: We will listen to your concerns, respect your perspective, and include you in decisions about your care.

Service: We will work as a team to provide timely, compassionate care tailored to your unique needs. We will anticipate your needs and be here to help.

Excellence: We will continually seek ways to improve your care experience, strive to exceed your expectations, and always give our best to support your health and well-being.

What to Know About Patient Safety

Safety is our priority and we've embedded it in our culture. Everyone has a role in making health care safe. We encourage you, the patient, to be an active, involved and informed member of your health care team.

Here are some ways to do that:

• Speak up if you have questions or concerns and, if you don't understand, ask again. It's your body and you have a right to know.
• Pay attention to the care you are receiving. Make sure you're getting the right treatments and medications from the right health care professionals.
• Educate yourself about your diagnosis, the medical tests you are undergoing, and your treatment plan.
• Ask a trusted family member or friend to be your advocate.
• Know what medications you take and why you take them. Medication errors are the most common health care mistakes.
• Use a hospital, clinic, surgery center or another type of health care organization that has undergone on-site evaluation against established quality and safety standards, such as that provided by The Joint Commission.
• Participate in all decisions about your treatment. You are the center of the health care team.

If you have concerns about patient care or safety in one of our hospitals, contact our patient relations office at (443) 481-6890 for AAMC and (301) 552-0899 for DCMC.