Patient Concerns, Complaints and Grievances
Alegent Health strives to provide superior care to all those we serve and
ensures patients that they can expect to receive reasonable care during their
stay. We do understand, however, that there may be times when you may feel
your stay did not meet your reasonable expectations for care. When this
happens Alegent Health recognizes your right to express concern and voice a
grievance about your care in an environment that is non-threatening and
constructive.
We welcome your concerns as an opportunity to improve our ability to care for
you. Because our commitment is to provide you with high quality in an
environment that is safe and comfortable, you can be assured that your care will
not be compromised by registering a concern, complaint or grievance through the
Patient Action Lines or to any of the outside agencies listed below.
To assist you in directing your concern, complaint or grievance, you may wish
to contact the Patient Action Line on your particular hospital campus. The
number for the Patient Action Line for your hospital campus can be found
below:
Patient Action Lines
Bergan Mercy Medical Center, Omaha,
NE
402-398-5799
Community Memorial Hospital, Missouri Valley, IA
712-642-2784
Immanual Medical Center, Omaha, NE
402-572-2898
Lakeside Hospital, Omaha, NE
402-717-8717
Mercy Hospital, Council Bluffs, IA
712-328-5950
Mercy Hospital, Corning, IA
641-322-6279
Midlands Hospital, Papillion, NE
402-593-3172
Memorial Hospital, Schuyler, NE
402-352-4072
If you believe your privacy rights have been violated, you may file a
complaint using the Patient Action Lines above or by submitting a written
concern to the Alegent Health Privacy Office directly at:
Alegent Health
Privacy Office
Ike Friedman Community Health Plaza
7101 Newport Ave, Suite
309
Omaha NE 68152-2167
While Alegent Health considers every concern
and comment important, some of your concerns or comments may be determined to
fall into a category known as a Patient Grievance. Under these
circumstances, Alegent Health will follow specific steps to address your
grievance.
The steps in this process include the following: An Alegent Health
representative will attempt to contact you about your grievance as soon as
possible, and generally within one business day of hearing from you. An
Alegent Health representative will look into the situation and explore ways to
resolve your grievance. While not all grievances may be able to be
resolved immediately, you can expect to receive a written response to your
grievance within seven (7) business days. Any need for additional time to
further address your grievance will be communicated to you.
While we hope that you are satisfied with the results of our response to your
grievances, you may also wish to address your concerns, comments or other
issues you may have about your care to an outside agency. Contact
information for these agencies can be found below:
Iowa Medicare Quality Improvement Organization
(QIO)
Iowa
Foundation for Medical Care
6000 Westown Parkway
West Des Moines,
IA 50266-7771
515-223-2900; 1-800-383-2856
www.ifmc.org
Nebraska Medicare Quality
Improvement Organization (QIO)
- Assists
Medicare Beneficiaries Only -
CIMRO of
Nebraska
1230 O Street
Lincoln NE
68508
402-476-1399
1-800-458-4262
www.cimronebraska.org
If your concerns are related to the privacy of your healthcare information
and are not addressed to your satisfaction by Alegent Health, you may wish to
contact the following:
Secretary of the Department of Health &
Human Services
200 Independence Ave SW
Washington DC
20210
1-877-696-6775 (toll free)
The Office of Civil Rights of Health & Human Services
www.hhs.gov/ocr/hipaa
If your
concerns are related to the quality and safety of your care at any of our JCAHO
accredited facilities and are not addressed to your satisfaction, you may wish
to contact the Joint Commission on Accreditation of Healthcare Organizations
(JCAHO) at:
Joint Commission on Accreditation of Healthcare Organizations
(JCAHO)
JCAHO Office of Quality Monitoring
630-792-5636 (FAX)
Report a Concern to the Joint Commission Office of Quality Monitoring
