A grievance is a concern with the services received from a Medicare-certified dialysis or transplant provider. Concerns can include things like issues with safety, not being treated with dignity and respect, patient rights being violated and/or clinical standards of care not being met. If you have a concern regarding your ESRD treatment you may exercise your right to file a grievance through the Network’s grievance process. The purpose of the grievance process is to address concerns alleging that ESRD services were not provided or that they did not meet community, state or federal standards. If you would like to file a grievance you may contact the Patient Services Department toll-free at (800) 262-.
Upon receipt of your grievance the Network will classify the case as one of the following:
1. Immediate Advocacy-
non-clinical concerns that do not require complex investigation- resolved in 7 days or less.
2. General Grievance-
concerns that are non-clinical in nature, but require complex investigation and records review- resolved in 60 days or less.
3. Clinical Quality of Care-
concerns that involve a clinical or patient safety issue and require clinical record review by an RN and/or the Medical Review Board- resolved in 60 days or less.
We are committed to ensuring that all patients receive quality care and all investigations will be conducted to the best of our ability with the goal of improving your experience at your center.