ESRD NETWORK 6 2011 ANNUAL REPORT

The 2011 Patient Education calendar included a month focused on Emergency Preparednessfor the Month of June. Network 6 provided “Preparing for an Emergency guides” to all dialysisfacilities to disseminate to all patients.In the event of a disaster, Southeastern Kidney Council is prepared to assist facilities andpatients with locating dialysis services. The Network tracks which facilities are open or closedand uses SIMS to record temporary placement of patients. In August 2011, Hurricane Ireneimpacted the Network 6 area. Network 6 sent reminders to facilities in advance with tips andlinks and followed up with patients and facilities after the storm to ensure no interuption indialysis services.The Southeastern Kidney Council has a written emergency and disaster plan that addressesoperations, the Southeastern Kidney Council role and function in national disasters relative todialysis facilities located in the service area. We operate an emergency line whre patients andfacilities are encouraged to call wtith any issues. The Southeastern Kidney Council also has anongoing relationship with a partner Network, #9/10 to provide back-up assistance in the event ofdisaster that impairs local operations.Internally, Network 6 reviews disaster preparedness plans annually. Network 6 sendsalerts/notifications to affected areas to notify facilities and patients of a pending disaster,including floods, snowstorms and other weather related disasters. The Network 6 CommunityOutreach Coordinator is a member of the KCER Patient Advisory Committee and PandemicTeam.Resolving Complaints and GrievancesPeople with ESRD who are dissatisfied with the care they are receiving are encouraged tocontact the Southeastern Kidney Council for assistance in resolving their concerns. They maysubmit complaints or grievances verbally or in writing and may remain anonymous if desired.Some complaints are so specific that they cannot be investigated anonymously and this isdiscussed with the patient before proceeding. Since dialysis is a long-term relationship betweenthe patient and his/her provider, we do encourage patients to use their local complaint process.If the patient is not comfortable doing this or if this has been unsatisfactory, the SoutheasternKidney Council investigates and resolves the problem. It is not mandatory that patients first usetheir local procedure. During the initial intake, the Southeastern Kidney Council gathers asmuch information as possible from the caller, including dates and times of any specific eventsand an understanding of all contributing factors.P a g e | 68