Promoting and facilitating high quality care standards for dialysis and kidney transplant patients
in Iowa, Kansas, Missouri and Nebraska.

Main phone (816) 880-9990
Patient toll free (800) 444-9965
Main fax (816) 880-9088
Data fax (816) 880-1775

7306 NW Tiffany Springs Pky. Suite 230 Kansas City, MO 64153

Preventing Patient Grievances

Sarah Yelton, RN, CNN
Cathy Long, BA RHIT
Kimberly Thompson, RN, BSN, CNN
Heartland Kidney Network

"All patients are encouraged and assisted to understand and exercise their rights. Grievances and recommended changes in policies and services may be addressed to facility staff, administration, the network organization, and agencies or regulatory bodies with jurisdiction over the facility, through any representative of the patient’s choice without restraint or interference, and without fear or discrimination or reprisal."
Medicare Interpretative Guidelines Tag # V227 Conditions of Coverage §405.2138

The Facility Grievance Procedure

• The policies and procedures of the facility should describe the grievance procedures available to the patient.
• State Surveyors frequently ask dialysis patients questions about the facility grievance procedure, and how differences are resolved.

Did You Know?

The Network always encourages patients to utilize their facility grievance procedure prior to filing a formal grievance with the Network. "Nip it in the bud!" Formal Grievances filed with the ESRD Network against a dialysis facility can frequently be avoided with timely and effective facility intervention!

Common Patient Complaints

• Perception of disorder
• Perception of disinterest and/or lack of communication
• Perception of staff unprofessionalism

Actual Patient Statements re: Disorder

• "This place is always a mess. They drop things on the floor all of the time."
• "The facility always looks dirty."
• "There are bugs/gnats in the unit."

Possible Strategies for Preventing Disorder

• Careful ongoing attention to pest control
• Insure that the housekeeping vendor is providing adequate service
• Encourage all staff members to keep facility clean
• Rearrange, discard, and/or organize materials

Actual Patient Statements re: Lack of Communication

• "I have told them about my concerns and no one does anything."
• "They ignore me."
• "They change the rules all of the time."
• "They don’t listen to what I tell them."

Possible Strategies for Improving Communication

• Keep the patient updated during a complaint investigation
• Consider a patient "suggestion-box"
• Greet patients warmly
• Take the time to listen
• Explain treatment delays
• Inform patients of unit policies affecting them (i.e., drinking, eating, linen, etc.)

Actual Patient Statements re: Lack of Staff Professionalism

• "They have called me names, and treat me like I was stupid."
• "The herd us in and out like cattle."
• "They talk about personal things too much."
• "They are only interested in ‘be-bopping’ to music."

Possible Strategies for Improving Staff Professionalism

• Consider customer service training for all staff members
• Always speak professionally and courteously with patients. Verbal abuse is never appropriate.
• Learn to listen actively
• Be aware of the noise level in the facility

Pay Careful Attention To:

• Insuring the cleanliness of the environment
• Investigating patient concerns
• Promoting professional staff behavior
• Frequently and clearly communicating changes to the patients.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

© 2010 End-Stage Renal Disease (ESRD) #12 Network Coordinating Council, Inc. dba Heartland Kidney Network
This resource was (created, developed, compiled, etc.) while under contract with Center for Medicare and Medicaid Services, Baltimore, Maryland. Contract #HHSM-500-2006-NW012C. The contents presented do not necessarily reflect CMS policy.