Grievances


The Network processes grievances from patients, their representatives, family members, professionals, advocates, and State Survey agencies, related to the quality and safety of care in ESRD certified facilities.  Concerns can be filed with the Network by phone, fax, or postal mail.  EMAIL IS NOT A SAFE OPTION AND IS DISCOURAGED.  A grievance brochure and form are available for completion with information about the concern.

When the Network is contacted regarding a concern, it will attempt to resolve the issue in one of the following ways:
 
  • Assist the patient to organize his/her thoughts about a situation and provide feedback so that he/she can address the issue on his/her own, if desired;
  • With permission from the patient, the Network may contact the facility directly to gather information and attempt to resolve the matter;
  • The facility may be required to complete an Improvement Plan to correct problems;
  • More serious issues may be referred to the Network's Medical Review Board (MRB) for review;
  • Life-threatening situations will be referred to the appropriate State Survey Agency.

If you are a patient or family member and want to file a grievance please contact:
  • Toll Free Number: 1-888-877-8400 or Main line: 609-490-0310  
  • Joan Wickizer, Patient Services Director - Ext 2430 
  • Yessi Cubillo, Patient Services Coordinator - Ext 2431 (para español llame a esta extensión)

If you are a facility staff member and need to discuss a patient case, you may reach our staff at the main line and extensions included above.  Or you can email us at: Staff Members: Please remember not to include any patient information (such as patient names in email communications to the Network).

Grievances are generally resolved within 30 days.  More complicated cases may take longer.  In those situations, all parties will be notified of the delay and the expected date for the conclusion of the investigation.

Other


Some concerns do not fall under the jurisdiction of the Network or would be more appropriately handled by another agency, such as the state health department. The Network can refer patients to those identified agencies.  In more serious circumstances, the Network will contact the agency directly.
 
New Jersey
Department of Health and Senior Services
800-792-9770
Puerto Rico
Department of Health
787-273-8487
US Virgin Islands
Centers for Medicare & Medicaid Services
212-616-2372

Quality Insights Renal Network 3 encourages resolution of patient and facility staff concerns at the local level whenever possible. However, there may be instances when the individual does not wish to approach the facility staff or provider, but requests Network assistance. It is NOT mandatory that the individual utilize the facility grievance process before contacting the Network.