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Patient/Consumer Complaints: Difference between revisions
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Policy No.: '''6062'''<br /> | Policy No.: '''6062'''<br /> | ||
Effective Date: '''03/17/03'''<br /> | Effective Date: '''03/17/03'''<br /> | ||
Revised Date:<br /> | Revised Date: '''04/22/24'''<br /> | ||
Reviewed Date:<br /> | Reviewed Date: '''04/22/24'''<br /> | ||
<big>'''Patient/Consumer Complaints Policy'''</big><br /> | <big>'''Patient/Consumer Complaints Policy'''</big><br /> | ||
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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.) | 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.) | ||
=== Policy === | === Policy === | ||
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 | 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 [mailto:patientrelationsmail@nebraskamed.com patientrelationsmail@nebraskamed.com]. <br/> | ||
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 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.<br /> | 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 [mailto:patientrelationsmail@nebraskamed.com patientrelationsmail@nebraskamed.com], the Privacy Office at [mailto:Privacy@NebraskaMed.com Privacy@NebraskaMed.com] 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.<br /> | ||
Privacy/confidentiality complaints and their disposition shall be documented and retained for six years. (HIPAA: 45 CFR §164.530(d)(2)) | Privacy/confidentiality complaints and their disposition shall be documented and retained for six years. (HIPAA: 45 CFR §164.530(d)(2)) | ||
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*UNMC Policy No. 6058, [[Notice of Privacy Practices]] | *UNMC Policy No. 6058, [[Notice of Privacy Practices]] | ||
*Privacy Incident Policy No. 6057, [[Use and Disclosure of Protected Health Information]] | *Privacy Incident Policy No. 6057, [[Use and Disclosure of Protected Health Information]] | ||
This page maintained by [mailto: | This page maintained by [mailto:mhurlocker@unmc.com mh] | ||