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Patient Rights Grievance Process

Let Us Know of Your Concerns

If you are dissatisfied with any aspect of your care, you may notify us in several ways:

  • Tell your caregiver or a member of the department that is providing you the services.
  • Ask to speak to a patient advocate, such as the House Supervisor, Discharge Planner, Patient Relations Manager or Assistant Vice President. These people routinely visit patient floors, but you may also ask to have a patient advocate paged, or you may reach them by phone. To reach a patient advocate by phone, please call:
    • Clare: (989) 802-5110
    • Gladwin: (989) 246-6246
    • Gratiot: (989) 466-3391
    • Midland: (989) 839-3255
  • Contact the Medical Center's administration by phone or mail to make your complaint.

Grievance Process

If you feel that one or more of your rights has been violated and has not been resolved to your satisfaction, you may ask a patient advocate to initiate the Grievance Process:

    • You will be asked to put your grievance in writing; the patient advocate is available to help you write the grievance.
    • The advocate will send you a written acknowledgement of receipt of the grievance within five (5) working days.
    • The patient advocate will coordinate with his/her administration to resolve the grievance, including referral to appropriate internal decision-making bodies and the timely inclusion, if appropriate, of outside agencies such as licensing, accrediting and other regulatory agencies.
    • Efforts will be made to resolve the grievance within ninety (90) days. A progress report (written or verbal) will be given at thirty (30) and sixty (60) days. A letter stating the steps taken, the results of the investigation and the name of the person coordinating the investigation will be sent to you at the conclusion of the investigation.
    • If you are not satisfied with the resolution, you may request an appeal within thirty (30) days, in writing, to the Performance Improvement Committee established by the Medical Center's Board. Your appeal should include the reason that the resolution is not satisfactory and what would be considered a satisfactory resolution.
    • The Committee will review the grievance and issue a final response within sixty (60) days.

      Other Organizations You May Contact

      To file a complaint about a health facility with the state certification agency:

      Michigan Department of Consumer & Industry Services
      Bureau of Health Systems
      Complaint Intake
      PO Box 30664
      Lansing MI 48909
      Phone: (800) 882-6006

      To file a complaint about a licensed health professional with the licensing and regulation agency:

      Michigan Department of Consumer & Industry Services
      Office of Health Services
      Complaint and Allegation Division
      PO Box 30670
      Lansing MI 48909
      Phone: (517) 373-9196

      To file a complaint on quality of care or premature discharge:

      Michigan Peer Review Organization
      40600 Ann Arbor Rd., Suite 200
      Plymouth MI 48170-4495
      Phone: (800) 365-5899

      To file a complaint with the accreditation agency:

      Joint Commision on Accreditation of Healthcare Organizations (JCAHO)
      One Renaissance Boulevard
      Oakbrook Terrace, IL 60181
      Phone: (800) 994-6610