Patient Grievance Process
Our priority is for you to have a positive patient experience. If you have
concerns, please notify your immediate care giver, their department manager
or administrative staff.
Note: The Patient Grievance Process excludes Patient Account/Billing issues.
These issues should be referred to Centura Patient Financial Services
STEP 1: If hospitalized and if your concerns are not being resolved by those you
have been in contact with, please call the
Patient Care Representative/Advocate. During after-hours and/or weekends/holidays, please dial the hospital
operator "O" and ask to speak with the Nursing Administrative
Supervisor, who will seek resolution of your issues.
When we are unable to resolve issues at the time of the complaint, we follow
a grievance process. If determined to be a grievance, the hospital Patient
Representative/Advocate, urgent care/emergency center manager, or home
care/hospice manager or their designees will provide you written notice
of the resolution of the grievance. The written notice will include steps
taken on your behalf to investigate the grievance, results of the grievance
process, the date of completion and the appropriate hospital contact person.
Note: Resolution is defined by the patient/family member, and may include
a meeting with all involved parties.
If your care was received in a hospital, urgent care, emergency department,
hospice or home care, you may also contact The Health Facilities Division
of the Colorado Department of Public Health and Environment or the Kansas
Department of Health and Environment directly regardless of whether you
first used the facility’s complaint and grievance process.
The Colorado Department of Public Health and Environment
4300 Cherry Creek Drive South Denver, CO 80222-1530
The Kansas Department of Health and Environment
1000 SW Jackson, Topeka, Kansas 66612
For reporting complaints related to race, color, national origin, disability,
age, sex, religion, creed, ancestry, sexual orientation, and marital status,
please follow the Office of Civil Rights Procedures listed below.
STEP 2: If your care was received in a hospital, urgent care, emergency department,
hospice or home care you are dissatisfied with the resolution, the matter
will be referred for an independent second level review within 3 working
days. This second level review will be referred to the Chief Executive
Officer(CEO)/Chief Operations Officer (COO) or administrative designee.
The CEO/COO or designee will further investigate the issue and provide
results to you in writing within 7 days. (If the investigation requires
more than 7 days, you will be notified for the reason of this delay and
when you can expect a response.) If it is your preference that a second
level internal review not be performed the Patient Representative/Advocate
can facilitate a referral to the Colorado Department of Public Health,
on your behalf.
If you received care in a hospital, hospital emergency department, home
care or hospice and if after speaking with one of their representatives
your complaint remains unresolved, you may also contact The Joint Commission:
The Joint Commission
Division of Accreditation
Office of Quality and Patient Safety
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
You also have the right to file a complaint with the appropriate oversight
boards including the Colorado Medical Board, the Colorado Dental and Podiatry
Boards and the Colorado Department of Regulatory Agencies. For Kansas
facilities, this includes the Kansas State Board of Healing Arts, the
Kansas Board of Nursing and the Kansas office of Health Occupations Credentialing.
Contact information will be provided by a facility representative upon
request. If you, the patient/family member, are dissatisfied with the
report from the hospital CEO/COO or designee, you may contact the Colorado
Department of Public Health, Health Facilities Division, 4300 Cherry Creek
Drive South, Denver, CO 80246-1530, phone: 303-692-2904. The Patient Representative
is available to assist with this referral if requested by you. Upon receipt
of the written grievance, the Colorado Department of Health will, within
7 days, notify you that an investigation has been initiated. A report
in writing will be made to you and to the hospital as to the State's
findings and/or recommendations within 14 days of notification, as according
to Colorado Regulatory Statute 25-1-121.
Centura Health does not discriminate against any person on the basis of
race, color, national origin, disability, age, sex, religion, creed, ancestry,
sexual orientation, and marital status in admission, treatment, or participation
in its programs, services and activities, or in employment. For further
information about this policy contact Centura Health's Office of the
General Counsel at 303-804-8166.
Review sections for grievance procedures: