The Patient Experience Department at the Governor Juan F. Luis Hospital & Medical Center (JFL) is designed to assist patients, families, and visitors with concerns they may have regarding their care or the care of their loved ones. The Patient Experience Specialist serves as the Patient Advocate and is here to act on the patient’s behalf within the hospital structure; and to provide patients with support, information, and skills necessary to act on their behalf, whenever possible. It is the policy of JFL to provide a system where patients and their families can voice concerns or compliments about the quality of care, including but not limited to perceptions of care received or related to premature discharge.

While the Patient Experience Specialist or representative attempts to personally visit all admitted patients; every patient is provided information on the Patient Advocacy Program, the Grievance Process, and the process for sharing concerns via the Patient Information Handbook. The Patient Experience Specialist is here to ensure that each patient’s stay is pleasant and comfortable.

Please feel free to share your compliments, concerns/complaints & grievances with us. Your valuable feedback allows us to make improvements and better serve our community in the future. Contact the Patient Experience Department at (340)778-6311, extension 5421, 5420, or via email at [email protected].


After discharge, via NRC Health, randomly selected patients including parents or guardians of pediatric patients, will be contacted via telephone to complete a survey.  The survey typically occurs 4 – 6 weeks after your visit. The Administration uses data from this survey to identify areas for improvement to ensure excellent patient care and satisfaction.  Patients are encouraged to rate the services received while in our hospital and to make comments. These surveys are used to improve the overall quality of care, services provided, and patient experience.

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Call us today! (340) 778-6311