Student Information

Student Name

Jason Gonzalez




Internship Information

Company/Organization: Hackensack University Medical Center

Mentor(s):Nina Setia

Topic of Internship

Consumer Affairs/ Health Services

Background Information

Hackensack University Medical Center is one of the top 50 hospitals in the United States. It was founded in 1888, with only 12 beds, as Bergen Countyís first hospital. Now, it is a non-profit teaching and research center. It is also Bergen Countyís largest employer with an annual budget of $1 billion and more than 7,200 employees. With more than 1,400 physicians and specialists, H.U.M.C is nationally recognized for its patient care and service. The hospital also contains more than 1,600 devoted volunteers who have donated approximately 200,000 hours to the Medical Center each year. The Consumer Affairs Department, one of the many prestigious branches of the hospital, was created with one goal in mind; to advocate on the patientís behalf to ensure their autonomy, dignity, and confidentiality are protected, and guarantee they have an avenue to express their concerns and perceptions. H.U.M.C has won many awards for its great services and research, which still continues today.

Summary of Internship

Hackensack University Medical Center has been an overall great experience. During my internship, I was given the opportunity to work with the Consumer Affairs Department at the hospital. The staff in the department work countless hours to increase patient satisfaction and morale in the hospital, in order to make H.U.M.C a more pleasurable experience for the patients and their families. They primarily handle patient complaints, and always have a great positive attitude. My day usually consists of making rounds with a Consumer Affairs representative and observing the procedures they undertake when dealing with a complaint. Along with my mentor, I meet patients and try to solve any issues the patient is experiencing. My mentor tries to provide the patient with a possible solution to his/ her issue. All concerns and complaints are documented in an internal database in order to track and trend patient perceptions. Afterwards, I go to the surgical lounge, where CAD Representatives assist family members in seeing patients post-surgery. I am constantly busy, whether itís helping a Consumer Affairs representative with files, meeting patients, or helping out at the surgical lounge. Working at H.U.M.C has truly been a great and overall hands-on experience.

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