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Grievance Process

Patients can call the Network office regarding grievances toll-free at (877) 936-9260.

Patients who have concerns about their care are encouraged first to utilize the local facility grievance process, since each facility is mandated to offer a problem-resolution process. In cases where that may not be possible and in cases where that has been tried and the resolution was unsatisfactory, patients may contact Network 8 by using the patient-only toll-free number, by email, or in writing.
The Network serves as an advocate, facilitator or educator when addressing patient grievances. The process involves an investigation, promotion of communication, and encouragement to all involved to work together toward an acceptable resolution.

All grievances presented to the Network will be evaluated immediately to determine if there is an immediate life-threatening situation. If it is determined to be life-threatening the grievance will immediately be forwarded to the State Survey Agency in your state and the Centers for Medicare and Medicaid Services (CMS) Regional Office.  Certain other types of grievances involving safety or the condition of the facility itself are also referred to the State Agency.

What is a Grievance?

A grievance is a written or oral communication from an ESRD patient, and/or an individual representing an ESRD patient, and/or another party, alleging that an ESRD service received from a Medicare-certified provider did not meet the grievant’s expectations with respect to safety, civility, patient rights, and/or clinical standards of care.
When filing a grievance with the Network, it will be handled one of three ways:

  • Immediate Advocacy- These are cases of a simple, generally non-Quality of Care nature that can be completed in 7 calendar days or less.
  • General Grievances - These are cases of a more complex matter, that do not contain clinical Quality of Care issues, and than cannot be resolved within 7 calendar days.
  • Quality of Care Review- These are circumstances in which the grievant alleges that an ESRD service received from a Medicare-certified provider did not meet professionally-recognized standards of clinical care.

What Network 8 Can and Cannot Do

We Can

  • Investigate your grievance
  • Educate the staff and/or you about issues related to the grievance
  • Advocate for the rights of all patients
  • Mediate difficult situations between you and facility staff
  • Provide the location and/or contact information of other dialysis units and/or physicians
  • Provide general information on Medicare ESRD Coverage
  • Provide educational materials about ESRD and treatment options

We Cannot

  • Direct a dialysis facility, transplant center, or physician to accept a patient
  • Request that a specific staff member provide your care
  • Change or get involved in facility personnel policies and procedures
  • Assist with monetary compensation, payment of bills, or transportation arrangements
  • Provide expert guidance on Medicare reimbursement issues
  • Override State or Federal licensing/certification requirements

Contacting the Network

To file a grievance please contact Network 8 at 877-936-9260, info@nw8.esrd.net, 775 Woodlands Pkwy, Suite 310, Ridgeland, Mississippi 39157, and www.esrdnetwork8.org.

Additional information

To view grievance posters developed by Network 8, Inc. for display in dialysis facilities, please click on the following links:

Revised July 2014

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