ESRD NETWORK 6 2011 ANNUAL REPORT

Southeastern Kidney Council encourages patients and facilities to contact the SoutheasternKidney Council with questions and concerns to prevent patient/facility complaints andgrievances. The Southeastern Kidney Council provides a poster for every facility to post withcontact information and an explanation of the Southeastern Kidney Council’s role in complaintresolution. This information is also available on the Annual Patient Educational Calendar, theSoutheastern Kidney Council website, the NEPOP letter, and the on-hold phone message.The 2011 Patient Education calendar included a page that defined complaints and grievancesand what to do if you have one, shown below. It instructed patients on how to call theSoutheastern Kidney Council for help. The Southeastern Kidney Council provided educationalresources to facility staff for patient distribution as follows:I Count DVD: This DVD teaches dialysis patients about their rights and responsibilitiesand ways patients can take an active role in their healthcare.Patient Education Flyer: Patients Rights and Responsibilities and Complaints andGrievance Process. Facilities made copies, distributed to all patients and posted flyer inpatient waiting areaTools for Facility Staff in Handling Complaints and GrievancesThe Southeastern Kidney Council expects every facility to display the SKC poster that instructspatients on how to contact us if they have a complaint or grievance.P a g e | 70