QuickMD LLC is committed to providing optimal care by collaborating with its patients and creating an open environment of communication in which patients or their representatives feel comfortable expressing a grievance related to the quality of care and services provided to them. These issues will be addressed in a timely and reasonable manner. QuickMD LLC strives to ensure that quality care and services are rendered to our patients. If a patient, family member believes that they did not receive quality care or services, QuickMD will address those concerns and take appropriate action as necessary.
All QuickMD employees are required to report grievances to the Medical Director. We are thankful for, and encourage our patients and their families, to share their feedback should they have concerns, compliments, suggestions, or service needs. These comments allow us to better address areas of concern, make positive changes as needed, and continuously improve the care and services we provide.
III. Grievance Handling Process
Patients or their representatives may communicate any complaint or grievance to:
- Any QuickMD employee, who will then contact the Medical Director with the information.
- Medical director(s) in writing. Written grievances may be sent via email to email@example.com or via mail to our office in Los Angeles:
3425 S Sepulveda Blvd, Fl 10
Los Angeles, CA 90034
- The Joint Commission (TJC) directly for patient safety or quality of care issues. This may be done regardless of whether a grievance was first filed with a QuickMD employee or the medical director. Email: firstname.lastname@example.org, Fax: Office of Quality Monitoring (630) 792-5636, Mail: Office of Quality Monitoring – The Joint Commission One Renaissance Blvd- Oakbrook Terrace, IL, 60181
Patient Services responsibilities for investigating a grievance:
Once a grievance is received, a patient or their representative will be notified of the patient’s rights and informed of the grievance process, including whom to contact internally regarding their grievance.
All records, reports, database information, investigations, and related documents are prepared for quality improvement processes under the auspices of the Medical Director. As such, this information is confidential, privileged, and protected from discovery and inappropriate disclosure. Employees should not openly discuss grievances that they receive outside of the established grievance process set forth in this policy.
Grievance: A patient grievance is a complaint by a patient or their representative regarding the patient’s care, alleged patient abuse or neglect, or issues related to the hospital’s compliance with the Center for Medicare/Medicaid Services (CMS) Hospital Conditions of Participation or billing practices.
A complaint is considered a grievance when …
- The complaint is communicated in writing, email
- The complaint is communicated verbally but cannot be resolved at the time of the complaint by staff present; it requires additional time for investigation or action, or referral to other staff for sufficient resolution.
Post-encounter communications, verbal or telephone, regarding patient care that would routinely have been handled by staff present had the concern been communicated during a patient’s inpatient stay or clinic visit are encouraged, but not defined as a grievance.
- A patient or their representative specifically requests that a complaint be handled as a formal grievance or specifically requests a response from the hospital. This must be reported to the Department of Patient Services.
Resolved: A grievance is considered resolved when the actions taken by QuickMD, in response to a grievance, are to the satisfaction of the patient or their representative; or if, the investigation outcome is appropriate and reasonable, as determined by the QuickMD Medical Director, even if the patient or their representative remains dissatisfied.