Anonymous Grievance Process

We’ve added a section to the Patient Services pages of our websites on Developing an Anonymous Grievance Process at Your Facility.  Find the new sections at:

Find the overview Patient Services pages for providers at:

NW18 Patient Grievance Process

Check out the Network 18 website for some great information on the Network 18 Grievance Process:

  • For Providers, see http://www.esrdnetwork18.org/providers/patient-services/, which includes English and Spanish versions of the Network 18 Grievance Poster, Grievance Brochure, a link to the National Forum of ESRD Networks’ Grievance Toolkit, and a discussion on Preventing and Reducing Involuntary Discharge.
  • For Patients and Care Partners, see http://www.esrdnetwork18.org/patients/grievances/, which includes English and Spanish versions of the Network 18 Grievance Poster, Grievance Brochure, and a packet of Patient Grievance Guidelines and Forms; a discussion of patient and Network Roles and Responsibilities; and a list of California state Department of Health Services offices.

Keep in mind that no patient should ever suffer any retaliation for filing a grievance.  The Network is here to assist facilities and patients in resolving any concerns that may arise, in a collaborative and positive manner.  All facilities are required to:

  • Make sure you have the ESRD Network 18 Grievance Poster prominently displayed in your lobby or another area that is accessible to patients and guests, including a Spanish copy of the Poster.
  • Ensure that all patients understand how to file a grievance with you, with the Network, and with the State.

You can also print some Brochures and pass them out to patients, or have them available in your lobby.

NW16 Patient Grievance Process

The Network 16 website includes important information about the Network 16 Grievance Process:

  • For Patients and Care Partners: https://www.nwrn.org/patients-a-family/voice.html includes English and Spanish versions of the Network 16 Grievance Poster, Grievance Brochure, links to the National Forum of ESRD Networks’ Grievance Toolkits, and a list of State Survey Agency contacts.

Keep in mind that no patient should ever suffer any retaliation for filing a grievance.  The Network is here to assist facilities and patients in resolving any concerns that may arise, in a collaborative and positive manner.  All facilities are required to:

  • Prominently display the ESRD Network 16 Grievance Poster in your lobby or another area that is accessible to patients and guests, including a Spanish copy if appropriate for your patients.
  • Ensure that all patients understand how to file a grievance with you, with the Network, and with the State.

You can also print some brochures and pass them out to patients or have them available in your lobby.

5/2 Grievance Toolkit Webinar

The National Forum of ESRD Networks will present a May 2, 2018 webinar on The Grievance Toolkit: Fostering Communication & Improving Quality.  The Toolkit was developed BY patients FOR patients!  While it was written to guide patients through the grievance process it has proven to be a useful tool for both patients and providers to help improve communication.  This webinar will provide strategies to improve collaboration between patients and the care team, including tips for communicating with dialysis patients, and for addressing patients fears associated with presenting a grievance.  Contact hours will be available for nurses, PCTs, and social workers.  Find more information and register at http://esrdnetworks.org/education/quality-conference/quality-conference-webinar-2018.  Download the Grievance Toolkit and a poster summarizing its contents at http://esrdnetworks.org/resources/toolkits/patient-toolkits.

New Grievance Process

To bring our Complaints and Grievances processes in line with the new Network contract, we’ve modified our web pages on the topic.

Providers: Make sure you have the HealthInsight Grievance Poster posted in your lobby or another area that is accessible to patients and guests.  There are links to the posters and brochures on the web pages listed above.  Feel free to print out some brochures and pass them out to patients or have them available in your lobby.  Ensure that all patients understand how to file a grievance with you, with the Network or with the State.  Please keep in mind that no patient should ever suffer any retaliation for filing a grievance.  The Network is here to assist you and your patients in resolving any concerns that may arise in a collaborative and positive manner.

NW Network Council Call Recordings

A recording of the January 9, 2017 Network Council Call has been placed on the Northwest Renal Network website, along with a pdf of the slides from the webinar.  The call described the current Network contract structure and obligations, with emphasis on this year’s Quality Improvement Activities and CROWNWeb requirements and protocols.  Find the recording at https://healthinsight.adobeconnect.com/p6sn4hjkmow/?proto=true and the slides at https://s3-us-west-2.amazonaws.com/nwrn.org/files/qia/2017/2017NW16NetworkCouncilPresentationFinal.pdf .

Healthy Boundaries

Boundaries are a concept that confuses most people at first.  The March issue of Network 16 News includes an excellent list of suggestions on how one might approach behavior that offends facility staff or patients, to defuse situations that could otherwise escalate into greater discomfort and animosity.  We’ve added this issue to the Network 16 website at https://www.nwrn.org/providers-and-professional-staff/nw16n.html .