Facility Grievance Procedures

Each ESRD facility shall have a grievance mechanism and a grievance committee. The committee shall include the following:

• Physician
• Social Worker
• Registered Nurse
• Administrator
• Patient

Grievance procedures must be posted in the facility and reviewed with patients.

Patients may bring grievances to facility staff or members of the grievance committee. Patients may ask for assistance in formulating complaints from facility staff or members of the grievance committee. A complaint form will be made available on which the patients may state their grievance. Records of patient complaints must remain on file within the facility. It is expected that most complaints can be resolved by the facility staff.

If a complaint cannot be resolved by the facility staff, it should be referred to the facility grievance committee. Patients may bring their personally chosen advocates to meetings of the committee. A written record shall be kept of all committee meetings.

If no satisfactory solution is reached at the facility the patient may bring his grievance to the Network or the New York State Department of Health by a letter addressed as follows:

ESRD Network For New York
1979 Marcus Avenue, First Floor
Lake Success, NY 11042-10021
1-800-238-ESRD   

Toll Free  (800) 238-3773 (Patients only)
Fax number (516) 326-8929
Email: info@nw2.esrd.net

New York State Department of Health
Centralized Hospital Intake Department
Hedley Park Place
433 River Street, 6th Floor
Troy, NY 12180-299
800-804-5447

If a patient wishes to bypass the facility grievance procedure, the Network may agree to hear the complaint. It is the responsibility of the facility to advise patients of their right to bring grievances to the Network.