COMPLAINTS AND GRIEVANCES

Our goal is to provide our patients with the highest quality health care by meeting your needs, keeping you safe, and making your stay with us as comfortable as possible. Our team is here to provide you with exceptional clinical care and the best possible hospital experience. We are counting on your partnership to let us know if, at any time during your hospital stay, you are not satisfied with your care or service.

If you have questions or concerns, do not hesitate to ask your nurse so that we have an opportunity to meet your needs and promote your well-being.

Patients or their representative may file a verbal or written complaint or grievance.

The following are frequently asked questions related to complaints and grievances:

Q: What should I do if I have a concern or am dissatisfied with my care or hospital stay?

A: The most important thing you can do is to let us know about it right away. Talk to your nurse or anyone else involved in your care. They will do their best to help you resolve your concern or find someone who can assist you. Most of the time we can take care of things right away, but we can’t help you if we don’t know about your concern.

Q: I already tried that, and it didn’t work. Now what?

A: If you feel those providing care to you have not adequately addressed your concerns, contact the manager of the department for assistance. You may also ask to speak with a representative from the Quality Department. Ask your nurse to call and request a visit by the Hospital Risk Manager, or call the operator and request to speak with Administration. Let them know exactly what the concern is and how they can help.

For all concerns not handled at the time of your complaint, you will receive written acknowledgment of your complaint and written follow up on the outcome of any investigation or corrective action that will include:

> The name of a contact person at the hospital.

> The steps the hospital has taken to investigate your complaint/grievance.

> The results of the complaint/grievance process.

> The date of completion for the complaint/grievance process. Certain Federal and State laws give you specific rights with regard to filing grievances and complaints concerning care and services.

ADDITIONAL NOTICES REGARDING COMPLAINTS

Regardless of whether you first use the hospital Complaint/Grievance process you may contact The Texas Department of State Health Services.

Texas law gives you the right to file a complaint related to care and services provided by the hospital with the Texas Department of State Health Services. The address is:

Texas Department of State Health Services (TDSHS)
1100 West 49th Street
Austin, Texas 78756
Phone number: 1-888-973-0022

COMPLAINTS ABOUT PHYSICIANS AND OTHER LICENSEES AND REGISTRANTS OF THE TEXAS STATE BOARD OF MEDICAL EXAMINERS

Complaints about physicians, as well as other licensees and registrants of the Texas State Board of Medical Examiners, may be reported for investigation at the following address:

Texas State Board of Medical Examiners
Attn: Investigations Department, MC-263
P.O. Box 2018
Austin, Texas 78768-2018
Phone number: 1-800-201-9387

ADDITIONAL NOTICES REGARDING PATIENT CARE OR SAFETY

If you have any concerns about patient care and safety in the hospital that the hospital administration has not addressed, please contact Resolute Health at (830)-500-6685 to speak with the Director of Quality. If you remain dissatisfied, please contact the corporate office of Tenet Health Systems. If you remain unsatisfied, please contact The Joint Commission (TJC) Office of Quality Monitoring by phone at (800) 994-6610 available weekdays, 8:30am – 5:00pm Central Time, by fax (630) 792-5636, by e-mail at patientsafetyreport@jointcommission.org or by mailing The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181.