Grievances
The Network processes grievances from patients, their representatives, family members, professionals, advocates, and State Survey agencies, related to the quality and safety of care in ESRD certified facilities. Concerns can be filed with the Network by phone, fax, or postal mail. EMAIL IS NOT A SAFE OPTION AND IS DISCOURAGED. A grievance brochure and form are available for completion with information about the concern.
When the Network is contacted regarding a concern, it will attempt to resolve the issue in one of the following ways:
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Assist the patient to organize his/her thoughts about a situation and provide feedback so that he/she can address the issue on his/her own, if desired;
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With permission from the patient, the Network may contact the facility directly to gather information and attempt to resolve the matter;
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The facility may be required to complete an Improvement Plan to correct problems;
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More serious issues may be referred to the Network's Medical Review Board (MRB) for review;
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Life-threatening situations will be referred to the appropriate State Survey Agency.
Uncomplicated non-clinical grievances are generally resolved within 7 days. More complicated cases, such as clinical cases are referred to one of our quality improvement nurses. Cases that involve placement typically take several months and in some complicated cases no placement is located.
Other
Some concerns do not fall under the jurisdiction of the Network or would be more appropriately handled by another agency, such as the state health department. The Network can refer patients to those identified agencies. In more serious circumstances, the Network will contact the agency directly.
We encourage resolution of patient and facility staff concerns at the local level whenever possible. However, there may be instances when the individual does not wish to approach the facility staff or provider, but requests Network assistance. It is NOT mandatory that the individual utilize the facility grievance process before contacting the Network.
Patient-Only Phone Number: 800-548-9205
Dialysis Patient Grievance Toolkit
FAQs
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What do I do if I have a grievance?
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Try to address your issue with the social worker, director of nursing, or administrator first. If you are not satisfied with that or are not comfortable doing it, move to step 2.
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Call Quality Insights Renal Network 4 at its toll-free patient telephone number: 800-548-9205. We will try to intervene with the dialysis facility to find a resolution that is satisfactory for the dialysis facility and you.
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You can download the Patient Grievance Form if you prefer to submit your concern in writing.
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Some issues may require that the Network involve its Medical Review Board. Some issues may be more appropriately handled by another agency. You will be notified if your concern must be handled in a special way.
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To find out more about our grievance policy, download the Patient Grievance Policy Brochure. It also contains a list of patient rights and responsibilities.
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Will the dialysis or transplant facility know if I have filed a grievance?
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It is up to you to decide where to allow us to release your name to the facility. We will protect your privacy. You will be notified if the case cannot be pursued without disclosing your identity.
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Will the staff at the dialysis or transplant facility treat me differently if I file a grievance?
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Federal law makes it illegal for a dialysis facility to retaliate against a patient for filing a grievance. Our goal in the grievance process is to find a resolution that is satisfactory to you and to the dialysis or transplant center.
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