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Facilitating the achievement of optimal wellness for renal disease patients


Patient Services

fistula illustration

The Renal Network Patient Services Department (PSD):

  • Investigates and mediates patient grievances and concerns

  • Investigates and consults on involuntary discharges and barriers to placement issues

  • Provides coaching and consultation to both patients and staff

  • Develops educational resources and provides training program

  • Oversees and develops activities and resources for the Network Patient Representative (NPR) Program

The Patient Services Department relies on the Condition for Coverage (CfC) to establish guidelines for issues such as grievances, involuntary discharges, and barriers to placement.  The PSD works closely with the Patient Advisory Council (PAC) and the Patient Engagement Learning and Action Networks (LAN) to define the issues and needs of patients. 

The Patient Services Department has provided extensive resources for patients on Kidney Patient News.

Our patient newsletter, Renal Outreach, can also be found on the Kidney Patient News website.

Network Patient Representative Program

Improving the quality of life for End Stage Renal Disease (ESRD) patients is one of the most important goals for The Renal Network (TRN).  Research tells us that patients who are knowledgeable about his/her disease and participate in his/her health care have better health outcomes.  In addition, patients have told The Renal Network that communicating through other patients is one of the most effective ways to share this knowledge, which is why we created the Network Patient Representative Program (NPRP)!

Training Programs

The Renal Network works 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.


The Renal Network is contracted by the Centers for Medicare/Medicaid Services (CMS) as an End-Stage Renal Disease (ESRD) Network and authorized under the Social Security Act to receive, investigate, and process grievances related to the quality and safety of care received by patients in Medicare-certified dialysis or transplant facilities in the states of Illinois, Indiana, Kentucky, and Ohio. Grievances are reviewed in accordance with the Conditions for Coverage (CfC).

Involuntary Discharge

The Renal Network works closely with facilities to determine that an involuntary discharge is a last resort and that it falls under the guidelines of the Conditions for Coverage. Facilities are encouraged to contact the Patient Services Department for assistance with challenging situations prior to the decision to discharge a patient.

The Conditions for Coverage for End Stage Renal Disease Facilities, 494.180 (f) (4), state that an involuntary discharge or transfer should be rare and proceeded by a demonstrated effort on the part of the interdisciplinary team to address the problem in a mutually beneficial way. An involuntary discharge is a measure of last resort.

Tools & Resources

The Renal Network provides valuable tools and resources to assist facility staff in patient education. We also provide informational resources for patients.

Patient Engagement Learning & Action Network (LAN)

The Patient Engagement Learning and Action Network (LAN) is a dynamic group of patients and professionals that help the Network respond to patient needs and seek ways to improve patient/staff relationships. It identifies ways to spread best practices and serves as an advisory group to the Patient Services Department of The Renal Network to help promote patient-centeredness.

The Patient Engagement LAN represents a cross section of patient demographics and treatment modalities across the Network. Membership on this committee includes patient Subject Matter Experts, patient family members, renal professionals and other community stakeholders.  This committee identifies and addresses ESRD patient needs and concerns through the development of quality improvement activities and educational campaigns.