If You Have a Complaint

Patient comments are used administratively to assess the quality of care provided at North Country Hospital. A Patient Relations Program is carried out to see that all complaints, concerns, and suggestions for better care are addressed. The Patient Relations Program is coordinated through the office of the hospital president.

• On a daily basis, the Information Systems Department e-mails a secured list of the discharges from the previous day to Press Ganey Associates, Inc. The Patient Relations Coordinator continues to receive the list of discharges from the previous day.
• Press Ganey Associates, Inc. sends a letter and patient questionnaire to each patient discharged (except patients discharged to another facility or nursing home, psychiatric patients, and expired). The letter encourages the completion of the questionnaire by the patient or their representative and its return to Press Ganey. These are sent as soon as the discharge list is e-mailed to Press Ganey.
• The patient returns the questionnaire to Press Ganey. Press Ganey then processes the data for a quarterly report and forwards the questionnaires to the Patient Relations Office. The Patient Relations Office sends it to the appropriate Vice President that oversees the department involved. The VP forwards it to the manager of the department who then shares the comments with department staff. These are used as a tool to improve patient care.
• Complaints that come in directly from patients and family are directed to the Chief Quality Officer, who deals with them promptly. This includes communicating with the patient immediately, following up on the complaint and resolving it expediently and fairly. Complaints are resolved at the lowest level possible. Complaints from staff regarding other staff or physicians are addressed one-on-one. The Quality Office tracks and records all complaints.

Complaints and suggestions may be directed to Joe Falworth, Chief Quality Officer, by phone 802.334-3257, FAX 802.334.4172, or mail to 189 Prouty Drive, Newport, VT 05855, or e-mail: jfalworth@nchsi.org.
If you wish to discuss your problem with someone outside the hospital, you may contact:

• The Vermont Department of Health, 108 Cherry St., P.O. Box 70, Burlington, VT, 05402.
  Tel. 802.863.7220 or toll free 800.464.4343 (from within Vermont)
• The Department of Aging and Independent Living, Division of Licensing and Protection, 103 South Main St., Ladd Hall, Waterbury, VT 05671-2306.
  Tel. 802.241.2435 or Toll Free 800.564.1512 (from within Vermont)
• The Board of Medical Practice, P.O. Box 70, Burlington, VT 05402-0070.
  Tel 802.657.4220 or Toll Free 800.745.7351 (from within Vermont)