Patient/Consumer Complaints

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Policy No.: 6062
Effective Date: 03/17/03
Revised Date: 04/22/24
Reviewed Date: 04/22/24

Patient/Consumer Complaints Policy

Basis for Policy

It is the policy of the University of Nebraska Medical Center (UNMC) to comply with all applicable federal, state, local regulations and University policies and procedures governing confidentiality, privacy and information security. These regulations and guidelines include, but may not be limited to:

Additionally, it is the goal of UNMC to maintain a high level of patient satisfaction. All UNMC workforce having contact with patients, families and visitors are encouraged to assist in gaining and maintaining their confidence. (For purposes of this policy, patient shall also include family members and visitors of the registered patient.)


All routine patient complaints should be addressed to the extent possible at the clinic level. UNMC departments/clinics providing direct patient care are required to develop their own written procedures for handling patient/consumer complaints. More serious or unresolved patient complaints regarding UNMC, The Nebraska Medical Center, UMA, and UDA privacy practices should be referred to The Nebraska Medical Center Patient Relations Department, which shall receive and respond to complaints. To refer patients to The Nebraska Medical Center Patient Relations Department, departments should provide the email address

The Notice of Privacy Practices (see UNMC Policy No. 6058, Notice of Privacy Practices) provided to patients shall direct patients to contact The Nebraska Medical Center Patient Relations Department at, the Privacy Office at or the Secretary of Health and Human Services if they believe their privacy rights have been violated and do not wish to address the issue at the department or clinic level.

Privacy/confidentiality complaints and their disposition shall be documented and retained for six years. (HIPAA: 45 CFR §164.530(d)(2))


Information security Policies and practices designed to control access and protect information from unauthorized access, alteration, destruction, loss or disclosure.

Notice of Privacy Practices (Notice) A plain language notice of the uses and disclosures that UNMC may make of the Individual’s PHI, and the Individual’s rights and UNMC’s legal duties with respect to such PHI.

Privacy is defined as the right of individuals to keep information about themselves from being disclosed.

Workforce Employees, medical staff, volunteers, trainees and other persons whose conduct, in the performance of work for Nebraska Medicine/UNMC, is under the direct control of Nebraska Medicine/UNMC, whether or not they are paid by Nebraska Medicine/UNMC.

Additional Information

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