Grievances: Filed at the Dialysis Facility
Following federal regulations, all dialysis facilities are required to have a grievance process meant to address patient concerns. Patients, Care Partners or Family Members may speak with the dialysis Social Worker or Facility Administrator to file a grievance.
It is NOT mandatory that a patient follow the facility grievance process before contacting the Network. However, speaking with facility management can be a fast, and easy way to fix a problem at the dialysis facility and we encourage speaking with facility management about issues at the dialysis facility as a first option.
Grievances: Filed with the ESRD Network
The ESRD Network of New York processes grievances from patients, their representatives, family members, care partners, professionals, advocates, and State Survey agencies, related to the quality and safety of care in ESRD certified facilities. Concerns can be filed with the Network by phone, fax, or postal mail. Grievances can also be emailed to the Network; however this is discouraged due to privacy concerns.
When the Network is contacted regarding a concern, it will attempt to resolve the issue in one of the following ways:
• Assist the patient to organize his/her thoughts about a situation and provide feedback so that he/she can address the issue on his/her own, if desired;
• With permission from the patient, the Network may contact the facility directly to gather information and attempt to resolve the matter;
• The facility may be required to complete an Improvement Plan to correct problems;
• More serious issues may be referred to the Network Medical Review Board (MRB) for further review;
• Life-threatening situations will be referred to the State Survey Agency: The New York State Department of Health.
Grievances are generally resolved within seven days. More complicated cases may take longer (up to 60 days in some cases). In those situations, all parties will be notified of the expected date for the conclusion of the investigation.
Some concerns do not fall under the jurisdiction of the Network or would be more appropriately handled by another agency, such as the state health department. The Network can refer patients to those identified agencies. In more serious circumstances, the Network will contact the agency directly.
To file a grievance with the ESRD Network of New York contact us using the following information:
IPRO End Stage Renal Disease Network of New York
1979 Marcus Avenue
Lake Success, NY 11042
Toll-free: 800-238-3773 (Patients only)
Fax number: 516-326-8929
Grievances: Filed with the New York State Department of Health
The New York State Department of Health also investigates patient grievances/complaints, if you wish to contact the Department of health you may do so using the below information:
New York State Department of Health
Centralized Hospital Intake Department
Mail Stop: CA/DCS
Empire State Plaza
Albany, New York 12237
Phone Number: 800-804-5447
Involuntary Discharge/Transfer/Failure to Place
Prevent treatment barriers before they become an access to care problem. If a patient is at risk of IVD, IVT, or F2P, please contact the Network immediately
Access to care cases include those involving Involuntary Discharge (IVD), Involuntary Transfer (IVT), and Failure to Place (F2P).
An Involuntary Discharge is a discharge initiated by the treating dialysis facility without the patient’s agreement.
An Involuntary Transfer occurs when the transferring facility temporarily or permanently closes due to a merger, or due to an emergency or disaster situation, or due to other circumstances, and the patient is dissatisfied with the transfer to another facility.
Failure to Place
A Failure to Place is defined as a situation in which no outpatient dialysis facility can be located that will accept an ESRD patient for routine dialysis treatment.