ESRD NETWORK 6 2011 ANNUAL REPORT

Number of CallsNumber of CallsThe overall bar graphs (Figures 33 & 34) represent the types of calls during the year by quarterfor beneficiaries and facilities. For Beneficiary calls, most calls in 2011 concerned the quality oftheir care or the dialysis facility environment. The next most frequent complaint for beneficiarieswas the Professionalism of the facility staff and providers. Similarly, most facility calls in 2011were concerning staff and Professionalism, with the next most frequent type of concernregarding requests for Educational materials.50Beneficiary/Representative Calls byCategory by Quarter4030201002011 Q1 2011 Q2 2011 Q3 2011 Q4QuarterQual of Care/EnviEdu/InfoProf/StaffReimbursTrans/DischAbuse/DisruptOtherFigure 33. Network Beneficiary Call Contacts by Type and QuarterFacility Contacts by Category by Quarter2502001501005002011 Q1 2011 Q2 2011 Q3 2011 Q4QuarterQual of Care/EnviEdu/InfoProf/StaffReimbursTrans/DischAbuse/DisruptOtherTech Asst - QITech Asst IMFigure 34. Network Facility Call Contacts by Type and QuarterP a g e | 73