Patient Complaint Policy, Porter Hospital, Inc.

All patient complaints regarding treatment, service, damaged or lost articles or billing will be forwarded to the Risk Manager for coordination of investigation, trending and reporting.

A copy of the Patient's Rights and Responsibilities, Grievance Procedure and Summary of Patient's Rights are made available to patients and/or responsible persons at the time of admission.

PROCEDURE:

Patient complaints may be initiated through a letter to either the Risk Manager or the Vice President for Patient Care Services, Porter Hospital, 115 Porter Drive, Middlebury, VT 05753. The appropriate telephone number for registering a patient complaint is: 802 388-4759. 

• Department Managers are responsible for "on-the-spot" resolving of patient problems when possible and for notifying the Risk Manager and/or Administration of complaints that have not been resolved or require ongoing investigation.
   
• Complaints received from a patient while in PORTER HOSPITAL, INC. or after discharge will be forwarded to the Risk Manager/QA within two working days of receipt by initiation of the Patient Complaint documentation form.
   
• The Medical Record is a secure document that should be accessed only by person responsible for complaint follow up.
   
• The Risk Manager will facilitate the complaint investigation and resolution. Individuals, managers, and administration will be asked to investigate the complaint promptly and will work to resolve it as soon as possible. All resolutions will be communicated to the patient.
   
• All complaints and their resolutions will be kept on file in the Risk Management office utilizing the patient complaint form and tracked electronically to facilitate communication.
   
• Patient complaints will be trended and reported through the facility Quality Improvement/Risk Management function and report to Quality Coordinating Committee of the Board.
   
• If the patient is not satisfied with the resolution of the complaint, they may appeal this decision directly to the President of PORTER HOSPITAL, INC. who retains final responsibility for the resolution of all complaints.
   
• In the event the complaint is not resolved to the patient's and/or guardian or responsible party's satisfaction, the patient may also write to the Vermont Department of Health, Box 70, Burlington, VT 05402. Telephone: (802) 863-7200 or Fax: (802) 865-7754 or to Vermont Medical  Practice Board, 110 Cherry Street, Burlington, VT 05402.
   

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