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Patient/Employee Grievance

A patient/employee grievance procedure evolves from expressed patient/employee dissatisfaction with one or more aspects of the program or its attendant services. Dissatisfaction may stem from an administrative decision or procedure, provided (or unprovided) medical care, or with the patient’s ability to access medical cares.

All patient/employees have an opportunity to file a complaint or grievance and to receive a reasonable and workable resolution to the complaint. Grievances may be initiated as a result of either a notice of adverse action directed toward a patient or as result of patient/employee dissatisfaction with the BHREI program itself.

All patient/employees are informed of the grievance procedure. The procedure is present in writing in the Patient’s Bill of Rights. In addition, written information will be available at each primary care site.

The Grievance Process

Grievances may be initiated orally (by telephone or in person) or in writing. Most grievances will originate with an oral complaint.

Oral Grievance Procedure

A BHREI supervisor will strive to ascertain the true nature of the complaint and resolve it as directly and as quickly as possible. If the situation presented evolved from a misunderstanding or lack of information, the representative will act to ensure that the customer is advised of the correct information. If the information provided alleviates the patient/employees concerns, the grievance process is fully documented and ended. However, if after a discussion has taken place, the patient/employee still has one or more unresolved complaints, the process must proceed to the more formal, written grievance procedure.

Written Grievance Procedure

Written grievances may be initiated either as result of an unresolved oral complaint or without any prior contact. A patient/employee may request a grievance form by contacting the Administration Department or visit our website. The Administration Department shall indicate on the grievance form that facts resulting in the patient/employees complaints as well as any attempts made previously to resolve the situation (e.g., verbal conference). All grievance forms should go to the Risk Manager or CFO.

The documentation of the grievance must include how the grievance was addressed, and must provide written notice of the decision to the person submitting the grievance.

The decision must contain the name of the BHREI contact, the steps taken to investigate the grievance, the result of the grievance process and the date the grievance process was completed.

For alleged grievances relating, but not limited to, mistreatment, neglect, verbal, mental, sexual or physical abuse, the grievance must be reported immediately. Documentation must include the date, time, and location of the incident, the name of all individuals involved, and a description of the behavior that is alleged to have occurred. If it’s a reportable allegation, the proper authority must be notified as soon as possible (i.e. local police, state healthcare professional, licensing board, state agency that licenses the Eye Surgery Center, state ombudsman, etc.)

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