The Role of Northwest
Renal Network in
Handling Complaints and
Grievances
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Patient Toll- Free Number for Northwest Renal Network:
1-800-262-1514
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Northwest
Renal Network is a non-profit organization funded by the Centers for Medicare
and Medicaid Services. Its mission is to
promote optimal dialysis and transplant care for kidney patients in Alaska,
Idaho, Montana, Oregon and Washington.
One of its
most important responsibilities is to serve as an unbiased, outside review
agency. Patients, family members,
facility staff, and others may contact the Network regarding the care provided
to patients at Medicare-certified facilities.
What
should you expect when contacting the Network?
Network staff
will encourage you to try to work out your concerns with the staff at your
facility and may make suggestions on how to approach the situation. However, you are not required to try to work
out the concerns with your facility before requesting Network assistance.
Network staff
will offer you several options when you call including:
§ Confidential Consultation – you just want to talk with someone
about your care or want information and resources.
§ Informal Complaint – you want the Network to help you
and the facility find a solution for your concerns. The Network will investigate your concerns
and work towards a solution.
§ Formal Grievance – you want to file a grievance with
the Network and have the Network investigate.
§ Referral – your situation or concerns fall
under the responsibility of another agency.
You will be provided with the contact information for the other agency.
You may
switch options at any time or completely withdraw your request for
assistance. Your identity will not
be revealed unless you authorize it. You
may make anonymous reports to the Network.
What is
involved in a Formal Grievance?
If you decide
to file a formal grievance, you will receive a written acknowledgement of your
grievance. Network staff will respond to
your grievance. Steps in the response
may include the following:
§ Investigate the situation
§ Submit the grievance for review by the
Network Medical Review Board – a group of social workers, doctors, nurses, and
dietitians
§ Request documentation and/or perform
on-site investigations
§ Provide you a written summary of the
investigation and findings
How do I
reach the State Agency which licenses and surveys dialysis facilities?
Both
Northwest Renal Network and State Survey Agencies monitor the quality of care
provided to patients and investigate complaints. We have provided a list of the State Survey
Agencies in our region and their contact information.
What if I have concerns regarding Medicare insurance benefits or State or
Federal licensure or certification issues?
You may
contact the Regional Office of the Centers for Medicare & Medicaid
Services:
Centers
for Medicare and Medicaid Services
Division
of Quality Improvement, Region 10
2201
6th Avenue
Seattle,
WA 98121
Phone:
(206) 615-2310
What if I have concerns regarding the services provided by
Northwest Renal Network?
You may
contact the Interim Associate Regional Administrator (ARA) Shane Illies at the
Regional CMS Office listed above.
Forms and Resources
Complaint
or Grievance Statement Form – An optional form to complete and
send the Network regarding a complaint or grievance. PDF
Network Complaint and
Grievance Poster
– A poster sent to each dialysis and transplant center in Network 16 to post in
their patient waiting areas. The poster
is available in English (PDF)
and Spanish (PDF).
Updated:
11/23/2011