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.

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.

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 .

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 .