Grievance Procedure
1. The Skyline Surgery Center has adopted an internal grievance procedure which provides for a prompt and equitable resolution of a patient compliant involving patient services or care issues. We encourage patients or their patient advocate to first request to discuss the issue with our administrative staff.
2. A grievance is a formal or informal written or verbal complaint that is made to the organization by a
patient, or the patient’s representative, when a patient issue cannot be resolved promptly by staff present.
3. Patient grievances received by any employee or physician will be documented and forwarded to the
administrative staff of Skyline Surgery Center.
4. The administrative staff will attempt to address and resolve the concern by telephone or in person within 3 days.
5. If the concern is not satisfied, the grievant may submit the complaint or grievance in writing to the
Administrator.
Skyline Surgery Center
Attn: Administrator
285 Vista Drive
Pocatello, Idaho 83201
Email: debm@skylinesc.com
6. The Administrator, along with the administrative staff, shall investigate the complaint to determine its validity. The investigation will be informal and will give all interested parties the opportunity to submit evidence relevant to the complaint. The Administrator will be charged with the responsibility of
coordinating the maintenance of the files and records of the Skyline Surgery Center relating to such grievances.
7. Once the grievance is complete, the administrator will respond to the grievance in writing within thirty (30) days. If the administrator is not able to decide within the thirty (30) day period, He/she will notify the patient in writing regarding the status of the grievance.
8. Grievances about situations that endanger the patient, such as neglect or abuse, will be reviewed
immediately, given the seriousness of the allegations and the potential for harm to the patient.
9. If a patient or family member has filed a grievance and returns to the facility for additional care before the complaint is resolved, they will not be cared for by the alleged staff member or physician that the complaint was registered with.
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10. Patients may lodge a grievance with the Idaho Bureau of Healthcare Facilities directly, regardless of
whether he/she has first used the organization’s grievance process. They may be contacted at:
Bureau of Healthcare Standards
P.O. Box 83720
Boise, ID 38720-0036
Complaint Hotline: 208-334-6626
www.facilitystandards.idaho.gov
or
Medicare Beneficiary Ombudsman at
www.medicare.gov/claims-and-appeals/medicare-rights/get-help/ombudsman.html
1-800-Medicare (1-800-633-4227)
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