At Frances Mahon Deaconess Hospital, we are committed to providing safe, high-quality care and excellent service. We encourage patients, family members, and visitors to share concerns regarding care, treatment, patient safety, or services. Feedback helps us address concerns, improve our services, and enhance the patient experience.

You will not be treated differently or experience any form of retaliation for raising a concern.

DEFINITIONS

Complaint

A complaint is a concern that can generally be addressed through routine review and follow-up by the department involved.
Examples:

• Appointment scheduling concerns
• Billing concerns
• Facility or environmental concerns

Patients or their representatives are encouraged to submit complaints with any staff member, supervisor, or manager. If appropriate, staff in receipt of a complaint will attempt to initiate problem resolution. If the staff member who receives the complaint cannot resolve the incident, the issue is referred to the manager or the associated department. 

Complaints that cannot be resolved in a timely manner, require a more extensive review, involve patient rights, quality of care or patient safety concerns, or are submitted as a request for a formal review become grievances.

Grievance

A grievance is a formal concern related to care, treatment, patient safety, abuse, neglect, patient rights, or any issue that requires a formal investigation and written response.

A grievance may also be submitted when:

• You request a formal review of your concern
• You request a written response
• You are dissatisfied with the outcome of a complaint review

Billing issues are not considered grievances except for Medicare beneficiary billing complaints related to rights and limitations.

PATIENT RIGHTS AND RESPONSIBILITIES

The Patient Rights and Responsibilities Notice is given to all patients yearly and is available upon request. This document notifies patients of their rights, including but not limited to the right to file a complaint about their care and treatment without fear of retribution or denial of care.