Patient Services Overview
The Renal Network's Patient Services Department (PSD):
- Handles complaints and grievances
- Provides technical assistance to both patients and staff,
- Identifies and develops educational resources.
Conditions for Coverage (CfC)
The End-Stage Renal Disease (ESRD) Conditions for Coverage (CfC) set the standards under which dialysis and transplant facilities must deliver services, provide for patient safety and measure standard of care.
A new Conditions for Coverage was published in 2008. It emphasizes a patient-centered treatment plan and clearly defines the roles of each member of the dialysis Interdisciplinary Team (IDT).
The Patient Services Department relies on the CfC to establish guidelines for issues such as grievances and complaints, involuntary discharges and patient assessments and will create resources to assist facility staff with CfC implementations. [for example, PSD created a CfC resource page for social workers based on frequently asked questions.]
Complaints and Grievances
The Patient Services Department works directly with facility staff to resolve complaints and grievances as they relate to quality of care issues.
- The Grievance Process provides an overview of necessary procedures and steps involved in filing a complain or grievance. Access the complete grievance package [ZIP, 85KB] including all form by downloading the linked compressed zip file (requires WinZip to open).
- The Grievance Policy provides an overview of rules and regulations that the TRN Medical Review Board (MRB) has developed to govern the grievance process.
- Grievance Data Analysis outlines the procedure used to collect and evaluate the information received through the complaints and grievance process.
Termination and Involuntary Discharge:
- View the recommended termination policy [PDF, 51KB]: Decreasing Dialysis Patient-Provider Conflict National Task Force Position Statement on Involuntary Discharge Executive Summary (Adopted by recommendation of the MRB in October 2006.)
- View Federal Guidelines on Involuntary Discharge - Conditions for Coverage Section 494.110(f) [PDF, 140 KB]
- TRN Involuntary Discharge Process This resource was developed to assist staff in following the CfC guidelines regarding involuntary discharge. Steps for each member of the health care team are outlined and presented in an easy to reference checklist. [PDF, 80 KB]
Patient Education Materials:
- Download the TRN Grievance Poster in tabloid size (11X17) in PDF format [PDF, 379KB].
- Download Network handout for patients on handling Quality Care Concerns. Handout contains state-specific information, click on appropriate link: Illinois, Indiana, Kentucky and Ohio. [PDF, 96KB]
Annual Trends: Grievances, Complaints And Concerns
The Patient Services Department provides technical assistance to both dialysis staff and kidney patients.
Examples of Technical Assistance: Staff
- Identify and develop solutions for challenging situations, such as nonadherence or disruptive behavior
- Assists with potential involuntary discharge issues
- Assists with behavioral agreements (contracts)
- Work with dialysis facilities, professional groups and community-based agencies and organizations to create workshops and educational programs for patients, family members, dialysis staff and the general population. Visit our Training Programs resource page to view some of our online programs for vascular access education, patient safety, communications and more.
Examples of Technical Assistance: Patients
- Assists in identifying treatment options
- Assists with the use of effective methods to communicate with staff
- Assists with concerns regarding their dialysis facility and staff