Patient Participation Program Grievance Process
Customer satisfaction is a primary goal in any service organization. We want our patients to be as reasonably happy as is possible during their hospital stay. We want you to come back when you need us and to tell others that we are worthy of their confidence in rendering healthcare services.
Because we want our patients to be happy with us and to tell others about us, we need to know what we do that causes problems or concerns for our patients. In order to achieve these goals, we need you, the patient, to become an active participant in resolving any problems/concerns with the healthcare services you receive while in the hospital.
Your hospital, Anderson Regional Medical Center, has in place a Patient Participation Program which is designed to address patient complaints/problems. This is a way for the hospital to provide a system for receiving and responding to patient complaints without compromising the patient's future access to care.
If you have a problem/complaint, please ask the Head Nurse/Department Manager to visit you. Give details of your complaint/problem so he/she will have a clear understanding of all the facts contributing to the problem. If he/she is unable to provide you a solution to your problem immediately, he/she will refer the problem to the appropriate department head for investigation. Your complaints should be handled with compassion and understanding by the hospital staff. If, however, you feel you have not been treated with respect, courtesy, and/or prompt attention to your complaint we encourage you to contact the hospital's Service Excellence Department either in writing or by calling the Patient Hotline (601-553-6996).
Every attempt will be made to resolve the complaint or concern. However, in accordance with the CMS Conditions of Participation, a formal Grievance Process is available for complaints regarding quality of care or patient rights issues that are unable to be resolved in a more informal manner. You, the patient, or your representative may initiate the Grievance Process by notifying the hospital's Service Excellence Department by calling the Patient Hotline (601-553-6996). Medicare patients are provided upon admission to the hospital the information needed to allow them to request a review of their grievance by the Peer Review Organization ("PRO") designated by CMS.
By providing this system for receiving and responding to patient complaints, your hospital has the opportunity to continually improve its services because we will be able to recognize and respond to shortcomings cited by our patients. You are important to us and we want to provide you with convenience, comfort, courtesy and respect as well as competent medical care. The filing of a grievance will in no way jeopardize your access to future care at this hospital.
You may lodge a grievance with the hospital's Service Excellence Department, licensing agencies,
Service Excellence Department
Anderson Regional Medical Center
2124 14th Street
Meridian, MS 39301
Patient Hotline: 601-553-6996
Information and Quality Healthcare (IQH)
385 Highland Colony Parkway,
Ridgeland, MS 39157
Beneficiary Hotline: 800-844-0600
The Joint Commission
One Renaissance Blvd
Oakbrook Terrace, IL 60181
Fax: Office of Quality Monitoring, (630) 792-5005
Phone: Office of Quality Monitoring, (630) 792-5000
Mississippi State Department of Health
570 East Woodrow Wilson Drive
Jackson, MS 39216