Grievance Procedures

If you wish to file a grievance, or speak to someone about a concern you have about your dialysis facility or your medical care, please contact the Patient Services Department.

As a dialysis patient, if you are not satisfied with the care you receive you have several options for filing a grievance:

  • You may choose to file a grievance directly with your dialysis facility
  • You may choose to file a grievance with the Network.
  • You may choose to file a grievance with the State Department of Health

Grievances at Your Dialysis Facility

Following federal regulations, all dialysis facilities are required to have a grievance process meant to address patient concerns. You may wish to speak with your dialysis Social Worker or your Facility Administrator if you would like to file a grievance. To learn more about grievances, please see the Dialysis Patient Grievance Toolkit by The Nation Forum of ESRD Networks

It is NOT mandatory that a patient follow the facility grievance process before contacting the Network. However, this can be a fast easy way to fix a problem at your dialysis facility and we encourage that you consider it as an option.

Filing a Grievance with the ESRD Network

How Network Staff can help you:

We are here to provide you with information on many ESRD related topics, help you advocate for yourself and ensure that you are receiving safe, equitable and adequate dialysis care.

Network Staff CAN:
•Review State and Medicare regulations and discuss your patient rights.
•Give you names and phone numbers of people to contact at your dialysis clinic's corporate offices.
•Conduct a confidential* investigation into your grievance, which may include one or more of the following actions:
◦Requesting medical records
◦Interviewing staff members or patients and asking for details about a grievance
◦If necessary, visiting a clinic in person
 *Confidential means we will not tell anyone at the facility or clinic your name, unless you give us permission to do so.

Network Staff CANNOT:
•Force a clinic or doctor to accept a patient.
•Guarantee you can choose which staff members put your needles in, or which chair you can sit in.
•Discuss any other patient grievances at your clinic.
•Get a doctor, nurse or patient care technician "fired" or transferred.

Filing a Grievance:
The Network processes grievances from patients, their representatives, family members, care partners, 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.

When the Network is contacted regarding a concern, staff 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 State Departments of Health.

Grievances are generally resolved within a few days. More complicated cases may take longer (up to 60 days in some cases). In those situations, all parties will be notified of the expected date for the conclusion of the investigation.

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.

If you wish to file a grievance with the Network you may contact us using the following information:

IPRO ESRD Network of the South Atlantic
Network 6 (GA,NC,SC)
909 Aviation Parkway, Suite 300
Morrisville, NC 27560
Main Phone: 919-463-4500
Toll-Free Patient Line: 800-524-7139
Fax: 
919-388-9637
 info@nw6.esrd.net

Grievances Filed with the State Department of Health

The State Department of Health also investigates patient grievances/complaints, if you wish to contact the Department of Health:

Georgia www.dch.georgia.gov
North Carolina https://www2.ncdhhs.gov/dhsr/
South Carolina www.dhec.sc.gov

Grievance Posters

Georgia (English|Spanish)
North Carolina (English|Spanish)
South Carolina (English|Spanish)

Upset Female Patient

For more information:

IPRO ESRD Network of the South Atlantic
Network 6 (GA,NC,SC)
909 Aviation Parkway, Suite 300
Morrisville, NC 27560
Main Phone: 919-463-4500
Toll-Free Patient Line: (800)524-7139
Fax: 919-388-9637
info@nw6.esrd.net
http://www.facebook.com/IPROESRDProgram
http://www.youtube.com/IPROESRDProgram
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