ESRD NETWORK 6 2011 ANNUAL REPORT

Number of ContactsTechnical AssistanceThe Southeastern Kidney Council also works with dialysis and transplant providers, providingguidance, technical assistance and strategies in handling difficult situations. Providers areencouraged to contact us early in the process so the issue does not intensify. Early, proactiveresolution serves both the patient and the provider.Southeastern Kidney Council processed approximately 1,551 contacts from patients and facilitiesin 2011 (Table 8). Approximately 38% of the calls in 2011 were Facility Inquiries. Most calls in2011 originated from either Georgia (45.0%) or North Carolina (33.7%). There were no formalgrievances in 2011. Of the 1,551 contacts in 2011, 262 were beneficiary complaints, all of whichwere resolved, with 19 cases referred to the State Survey Agency, and none unresolved.700600500Distribution of the Network 6Contacts for 2011All CallsGA400NC3002001000BeneficiaryComplaintBeneficiaryInquiryDataProcessingFacilityConcernsContact DescriptionFacilityInquiryOtherInquiryFigure 32 Network 6 Contacts by ClassificationTable 8. Distribution of the Type of Complaints and Grievances in 2011 by stateType of Grievance orComplaintAll CallsN=1551GAn=699(45.1%)NCn=523(33.7%)SCn=249(16.0%)OtherStatesn=80(5.2%)Beneficiary Complaint262 (16.9%) 110 (15.7%) 99 (18.9%) 48 (19.3%) 5 (6.3%)Beneficiary Inquiry 44 (2.8%) 19 (2.7%) 10 (1.9%) 6 (2.4%) 9 (11.3%)Data Processing 273 (17.6%) 136 (19.5%) 61 (11.7%) 32 (12.9%) 44 (55.0%)Facility Concerns 247 (15.9%) 108 (15.5%) 105 (20.1%) 31 (12.4%) 3 (3.8%)Facility Inquiry 591 (38.1%) 270 (38.6%) 212 (40.5%) 104 (41.8%) 5 (6.3%)Other Inquiry 134 (8.6%) 56 (8.0%) 36 (6.9%) 28 (11.2%) 14 (17.5%)P a g e | 71