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Network 6

Mission Statement:

To improve the lives of people with or at risk for End Stage Renal Disease by promoting and advancing quality of care.

Complaints and Grievances

The Network helps mediate complaints and grievances involving patient care in dialysis facilities. This process involves communication, investigation and encouraging all people involved to work together.

Network 6 Complaint and Grievance Procedure

What is a Complaint?

A complaint is a written, verbal, or electronic request for assistance regarding care, treatment or provider issues initiated by or on behalf of an ESRD patient(s).

Complaints are handled as follows:

  1. The Network talks with the caller (complainant), the facility, and may require documentation from the facility.
  2. The Network reviews the documentation and makes recommendations so all parties can work together.
  3. The Network sends a closing letter to the caller (complainant) and the facility.

What is a Grievance?

A grievance is a request for a formal investigation or a serious complaint involving a facility, physician, or other provider.

Grievances are handled as follows:

  1. The Network talks with the caller (grievant) and the facility; and requires documentation from the facility.
  2. This process requires the following:
    • The caller (grievant) and the facility receive an acknowledgement letter.
    • The facility sends records and/or policies/procedures involving the grievance to the Network office for review.
    • The Network may request a facility action plan. The facility and caller (grievant) receive a report of findings from the Network.

What Can I Do if I Have a Complaint?

This brochure serves as a quick reference guide on how to lodge a complaint or grievance with the Southeastern Kidney Council. It is offered in both English and Spanish.

Patient Services Coordinator