Grievances

We want to do our best to provide you with excellent care and services. We are all dedicated to meeting your needs, keeping you safe, and making your stay with us as comfortable as possible.

Should we fail to meet your expectations or if you are dissatisfied with your care, North Carolina Specialty Hospital (NCSH) has procedures to help you let us know about your concerns and how to resolve them. Federal and State laws also give you specific rights with regard to filing grievances and complaints regarding care and service.

The most important thing you can do is let us know about your concerns right away. Any of our employees will do his/her best to help. If our employee is unable to meet your needs, please ask to speak with a manager. Let them know exactly what the problem is and how they can help.

If you are still not satisfied, you may file a grievance. You have the right to know with whom you can file your complaint within the hospital or with an external agency.

You may file an internal grievance (with NCSH) by contacting:

Director of Risk Management

Melissa Stone

c/o NCSH

P.O. Box 15819 Durham, NC 27704

919-595-8499

[email protected]

Chief Nursing Officer

Nakija Jones, MEd, BSN, RN

c/o NCSH

P.O. Box 15819 Durham, NC 27704

919-956-9315

[email protected]

After filing a grievance you may expect an acknowledgment of the grievance and a written response within 30 days to include:

• The decision of the hospital
• The name of a contact person
• The steps taken to investigate
• The results of the grievance your grievance and the date of the completion

If you feel you are not enjoying these rights and would like to review or submit your concerns about treatment at North Carolina Specialty Hospital, you may contact:

NCSH CEO

Randi Shults

PO Box 15819

Durham, North Carolina, 27704

919-956-9300 ext. 1301

If you wish to appeal a premature discharge you may contact:

KEPRO

5201 W. Kennedy Blvd.

Suite 900

Tampa FL 33609

1-888-317-0751

In the event you wish to contact a regulatory agency, please refer to the following address and phone number:

Medical Facilities Licensure Section

Division of Facility Services

PO Box 29530

Raleigh, North Carolina 27626-0530.

Telephone: 1-800-662-7030

For Medicare patients: If there is a complaint/grievance regarding quality of care, disagreement with a coverage decision, or if you wish to appeal a premature discharge you may contact:

Medical Review of North Carolina 1-800-682-2650.

If you have any questions about your Laboratory Services at NCSH, please contact:

Lab Manager

Michelle Cornstubble

919-595-8465

You may also contact The Joint Commission of Accredited Healthcare Organizations (TJC) if you have concerns about patient care or safety in the hospital or laboratory that hospital/hospital management has not addressed.

The Joint Commission: Office of Quality Monitoring

One Renaissance Boulevard

Oakbrook Terrace, IL 60181

1-800-994-6610 or 630-792-5636

[email protected]