Fall 2020 Patient Newsletters

The Network 16 and Network 18 Patient Newsletters for Fall 2020 have been posted to the Network websites, in both English and Spanish. They include articles on the Medicare Open Enrollment Period (which is open through December 7, 2020), Vocational Rehabilitation, and Dialysis Facility Compare, plus short notes on heart health and fluid management, filing a grievance, and (free) subscriptions to the Network Newsletters and blog. The Network 18 Newsletter also includes a short note on volunteering to help the Network improve patient care. Find the English and Spanish versions of the latest Newsletters at https://www.nwrn.org/patients-a-family/ptedres/quarterly-patient-newsletter.html for Network 16, and https://esrdnetwork18.org/patients/newsletters/ for Network 18.

Summer 2020 Network Patient Newsletters

ESRD Networks 16 and 18 have prepared their Summer 2020 patient newsletters.  Major articles and sidebars for summer include:

• COVID-19: a New World for Dialysis Patients.
• Telehealth: How to connect virtually with your healthcare providers. 
• Are you up to date on all your vaccines?
• How to Report Patient Grievances.
• How to Get Our Newsletter! and Join Our Blog!
• Introduction to The KidneyHub.org Mobile Tool (Network 16).
• Invitation to Get Involved! in helping the Network improve patient care (Network 18).

Find Network 16 patient newsletters, in English and Spanish, at https://nwrn.org/patients-a-family/ptedres/quarterly-patient-newsletter.html.

Find Network 18 patient newsletters, in English and Spanish, at http://www.esrdnetwork18.org/patients/newsletters/.

Winter 2020 Patient Newsletters

We’ve published our Patient Newsletters for Winter 2020.  They feature articles on treatment options, flu shots, grievances, access to care, how to stay informed by the Network, and how to help the Network improve patient care.  Find them at:

• Network 18 in English – https://myemail.constantcontact.com/Patient-Newsletter—Winter-2020.html?soid=1124640542886&aid=tQcS5wVhLU0.
• Network 18 in Spanish: https://myemail.constantcontact.com/Bolet-n-del-Paciente–Invierno-2020.html?soid=1124640542886&aid=10L4OEzOt24.
• Network 16 in English: https://myemail.constantcontact.com/Patient-Newsletter—Winter-2020.html?soid=1118124189703&aid=ZkILwz5VcZE.
• Network 16 in Spanish: https://s3-us-west-2.amazonaws.com/nwrn.org/files/N2/Win2020NW16PNLEsp.PDF.

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 Providers: https://www.nwrn.org/providers-and-professional-staff/patient-services/grievances.html includes English and Spanish versions of the Network 16 Grievance Poster, and Grievance Brochure.
  

• 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.

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.

• Find Network 16’s revised Complaints page for patients at https://nwrn.org/patients-a-family/voice.html , which outlines our process, and provides links to the Network’s Grievance Poster and Brochure, and the Forum of ESRD Network’s Grievance Toolkit.  Our new page for Network 16 social workers is at https://www.nwrn.org/providers-and-professional-staff/ptcenter/sw/grievances.html .  Please address questions or concerns to Network 16 Patient Services Director Lisa Hall at lhall@nw16.esrd.net or 206-923-0714.

• Find Network 18’s information for patients and care partners at http://www.esrdnetwork18.org/patients/grievances/, and for providers at http://www.esrdnetwork18.org/providers/patient-services/.  Please address questions or concerns to Network 18 Patient Services Director Eileen Rhodes, 888-268-1539 or ERhodes@nw18.esrd.net/.

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.

NMC Ombudspersons

CMS has announced the appointment of a Provider Ombudsman for the New Medicare Card, to serve as a resource for the provider community.  The Ombudsman will ensure that CMS hears and understands any implementation problems experienced by clinicians, hospitals, suppliers, and other providers, will communicate about the New Medicare Card to providers, and help to develop solutions to any implementation problems that arise.  To reach the Provider Ombudsman, contact: NMCProviderQuestions@cms.hhs.gov .

The Medicare Beneficiary Ombudsman and other CMS staff will address inquiries from Medicare beneficiaries and their representatives through existing inquiry processes.  For more information on the Beneficiary Ombudsman see https://www.medicare.gov/Pubs/pdf/11173.pdf and https://www.medicare.gov/claims-and-appeals/medicare-rights/get-help/ombudsman.html .

Scheduling Dialysis

We’ve published a Patient Bulletin on Dialysis Scheduling, listing typical scheduling difficulty scenarios, and tips for patients and staff on making the process easier.  Find it with our other Patient Bulletins at https://www.nwrn.org/patients-a-family/ptedres/mon.html .

8/17 Communication Courses

• Dialysis Patient Citizens’ free monthly educational webinar, to be held August 17, 2017, will be on Communicating Effectively with your Health Care Team.  The webinar will be presented by members of the Forum of ESRD Networks’ Kidney Patients Advisory Council.  Register at http://www.dpcedcenter.org/education-seminars .

• Kansas City’s Heartland Kidney Network has added another colorful poster on essential elements of communication to their excellent short course called Heartland Huddle Up to Improve Communication.  This one is on “What Type of Coach Are You?”  It joins earlier pages on active listening, body language, emotional awareness, words matter, shared decision-making, retaliation, and teach-back.  Find them all at http://heartlandkidney.org/providers/article/heartland_huddle_up_to_improve_communication .

HIPAA Identifiers

The May issue of Network 16 News is titled What to Know about HIPAA, and it includes a list of the 18 patient identifiers that, when any one or more of which are present, create Personally Identifiable information that must be protected according to HIPAA rules.

The “Question Corner” this month is about the most common patient concerns.  The “Hot Dates” section lists the October 22, 2017 Network 16 Annual Quality Conference in Tukwila WA (see https://nwrnbulletins.wordpress.com/2017/05/04/nw-101-nw16-quality-conference/ ), and the September 23-25, 2017 ANNA Management & Leadership Conference sin Miami FL (see https://www.annanurse.org/events/nephrology-nursing-practice-management-leadership-conference ).

Find Network 16 News at https://www.nwrn.org/providers-and-professional-staff/nw16n.html .