NON-DISCRIMNIATION PATIENT GRIEVANCE POLICY & PROCEDURES
POLICY: .Mckenzie Medical Center (MMC) providers and staff will treat all patients who are receiving services, as well as the patient’s support person(s) with equality in a welcoming manner that is free from discrimination based on age, race, color, creed, ethnicity, religion, national origin, marital status, sex, sexual orientation, gender identity or expression, disability, veteran or military status, or any other characteristic protected by federal, state, or local law. MMC also does not discriminate against patients based upon economic status or the source of payment for care, such as Medicare or Medicaid.
1. McKenzie Medical Center’s Director of Federal Compliance , Lisa Page, is responsible for coordinating compliance with this Policy, including giving notice to and training all MMC Staff on this Policy.
2. MMC Staff will determine eligibility for and provide services, payment plans, and other benefits to all patients in a similar manner, without subjecting any individual to separate or different treatment on the basis of age, race, color, creed, ethnicity, religion, national origin, marital status, sex, sexual orientation, gender identity or expression, disability, veteran or military status, or any other characteristic protected by federal, state, or local law.
3. MMC will post this Nondiscrimination Policy on its website, and provide other notices to patients regarding this Nondiscrimination Policy, as well as MMC’s commitment to providing access to and the provision of services in a welcoming, nondiscriminatory manner.
McKENZIE MEDICAL CENTER POLICY SUMMARY FOR COMMUNICATION WITH PERSONS WITH LIMITED ENGLISH PROFICIENCY
McKenzie Medical Center (MMC)) will take reasonable steps to ensure that persons with Limited English Proficiency (LEP) have meaningful access and an equal opportunity to participate in our services, activities, programs and other benefits. The policy of MMC is to promote meaningful communication with LEP patients/clients and their authorized representatives involving their medical conditions and treatment. MMC also provides communication aides to patients with vision issues, cognitive impairments, or speech difficulties. Communication will be tailored to an individual’s age and needs. MMC will provide other reasonable accommodations to patients with disabilities so that the patient has equal opportunity to participate in and to benefit from MMC’s treatment and services.
The policy also provides for communication of information contained in vital documents, including but not limited to, waivers of rights, consent to treatment forms, financial and insurance benefit forms and registration forms. All interpreters, translators and other aids needed to comply with this policy shall be provided without cost to the person being served, and patients/clients and their families will be informed of the availability of such assistance free of charge.
Language assistance will be provided through use of competent bilingual staff, staff interpreters, contracts or formal arrangements with local organizations providing interpretation or translation services, or technology and telephonic interpretation services. . If a patient doesn’t want interrelation services, we can not make them use the services. All staff will be provided notice of this policy and procedure, and staff that may have direct contact with LEP individuals will be trained in effective communication techniques, including the effective use of an interpreter.
The patient an have an accompanying friend or family member interpret in case of emergency or if both patient and provider agree and reliance on that adult for such assistance is appropriate under the circumstance.
MMC will conduct a regular review of the language access needs of our patient population, as well as update and monitor the implementation of this policy and these procedures, as necessary.
MMC offers interpretive services to patients and family members with Limited English Proficiency (LEP), including hearing impaired patients or family members who communicate in sign language. MMC also provides communication aides to patients with vision issues, cognitive impairments, or speech difficulties. Communication will be tailored to an individual’s age and needs. MMC will provide other reasonable accommodations to patients with disabilities so that the patient has equal opportunity to participate in and to benefit from MMC’s treatment and services.
Please contact Ashley Reyes, who works in nursing service or Gary Fornera,MD for assistance with interpreting for a Spanish speaking patient.
Please contact Alex Bridgeman, FNP-BC or Volker Winkler, MD for assistance with interpreting for a German speaking patient.
Please contact Volker Winkler, MD for assistance with interpreting for a French speaking patient.
Please contact Emily Sublett, who works in nursing service for assistance with interpreting for a deaf patient.
McKENZIE MEDICAL CENTER POLICY SUMMARY FOR AUXILIARY AIDS AND SERVICES FOR PERSONS WITH DISABILITIES
McKenzie Medical Center will take appropriate steps to assist persons with disabilities, including persons who are deaf, hard of hearing, or blind, or who have other sensory or manual impairments, have an equal opportunity to participate in our services, activities, programs and other benefits. The procedures outlined below are intended to promote effective communication with patients/clients involving their medical conditions, treatment, services and benefits. The procedures also apply to, among other types of communication, communication of vital information contained in important documents, including waivers of rights, consent to treatment forms, financial and insurance benefits forms and registration forms. All necessary auxiliary aids and services shall be provided without cost to the person being served.
All staff will be provided written notice of this policy and procedure, and staff that may have direct contact with individuals with disabilities will be trained in effective communication techniques, including the effective use of interpreters.
MMC will afford those individuals who accompany the patient to their appointments rights to assist patients free from discrimination based on age, race, color, creed, ethnicity, religion, national origin, marital status, sex, sexual orientation, gender identity or expression, disability, veteran or military status, or any other characteristic protected by federal, state, or local law and will ensure that those who accompany patients receive equal privileges consistent with patient preferences.
MMC Staff will not retaliate against any person who reports concerns about discrimination, files a discrimination complaint, or cooperates in an investigation of discrimination.
Any person who believes that he, she, or another person has been subjected to discrimination was denied reasonable accommodation, or experienced retaliation which is not permitted by this Policy, may file a complaint using MMC’s complaint and grievance procedure.
DEFINITION OF A GRIEVANCE:
A grievance is a written or oral expression of dissatisfaction regarding the medical care and/or provider, including quality of care concerns, and shall include a complaint, dispute, request for reconsideration, or appeal made by a member or the patient’s representative. When the plan is unable to distinguish between a grievance and an inquiry, it shall be considered a grievance. Patients have up to 60 calendar days from the date of an incident or dispute, or from the date the member receives a denial letter, to submit a grievance to Mckenzie Medical Center.
Mckenzie Medical Center will send an acknowledgment letter to the patient within five (5) calendar days of receipt of a written grievance. Upon receipt of a grievance, the grievance is logged and all necessary information is collected in order to review and render a decision. We will fully investigate your grievance, including all aspects of medical care involved. If the grievance involves a quality of care issue or involves medical decision-making, it is reviewed by the Mckenzie Medical Center practice manager, your provider and one of the 3 clinic owners, Dr. Bryan Merrick, Dr. Volker Winkler or Dr. Terry Colotta.
For grievances, a determination is rendered and the resolution sent in writing to the member within thirty (30) calendar days of our receipt of your grievance. The written notification of the disposition of the grievance sent to the member will include an explanation of the decision and /or clinical rationale for the decision.
The grievance process may be terminated at any time if:
1. Resolution is reached when indicated by the patient and documented by a patient’s signature on the grievance form,
2. A patient objects to continuing with a grievance filed on their behalf by a third party, or
3. The grievance has been transferred to another authority.
Right to Appeal:
Patients have the right to appeal our decision within 15 days of receiving our letter. Patients can provide any additional information you deem necessary. We will respond to your appeal within 30 days of receiving the patient’s appeal.
Patient’s Right to File a Complaint with the OCR
Patients can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at: U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C. 20201 1-800-368-1019, 800-537-7697 (TDD) Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.
SECTION 504 GRIEVANCE PROCEDURES
It is the policy of MCKENZIE MEDICAL CENTER and URGENT CARE (MMC) as well as satellite clinics not to discriminate on the basis of disability. MMC has adopted an internal grievance procedure providing for prompt and equitable resolution of complaints alleging any action prohibited by Section 504 of the Rehabilitation Act of 1973 (29 U.S.C. 794) of the U.S. Department of Health and Human Services regulations implementing the Act. Section 504 prohibits discrimination on the basis of disability in any program or activity receiving Federal financial assistance or Federal funds. The Law and Regulations may be examined in the office of LISA PAGE, Director of Federal Compliance and Section 504Coordinator 731-352-4429, who has been designated to coordinate the efforts of MMC to comply with Section 504.
Any person who believes she or he has been subjected to discrimination on the basis of disability may file a grievance under this procedure. It is against the law for MMC to retaliate against anyone who files a grievance or cooperates in the investigation of a grievance.
- Grievances must be submitted to the Section 504 Coordinator within 60 days of the date the person filing the grievance becomes aware of the alleged discriminatory action.
- A complaint must be in writing, containing the name and address of the person filing it. The complaint must state the problem or action alleged to be discriminatory and the remedy or relief sought.
- The Section 504 Coordinator (or her/his designee) shall conduct an investigation of the complaint. This investigation may be informal, but it must be thorough, affording all interested persons an opportunity to submit evidence relevant to the complaint. The Section 504 Coordinator will maintain the files and records of MCKENZIE MEDICAL CENTER relating to such grievances.
- The Section 504 Coordinator will issue a written decision on the grievance no later than 30 days after its filing.
- The person filing the grievance may appeal the decision of the Section 504 Coordinator by writing to the Practice Manager at McKenzie Medical Center within 15 days of receiving the Section 504 Coordinator’s decision. The practice manger shall issue a written decision in response to the appeal no later than 30 days after its filing.
- The availability and use of this grievance procedure does not prevent a person from filing a complaint of discrimination on the basis of disability with the U. S. Department of Health and Human Services, Office for Civil Rights.
- MCKENZIE MEDICAL CENTER will make appropriate arrangements to ensure that disabled persons are provided other accommodations, if needed, to participate in this grievance process. Such arrangements may include, but are not limited to, providing interpreters for the deaf, providing taped cassettes of material for the blind, or assuring a barrier-free location for the proceedings. The Section 504 Coordinator will be responsible for such arrangements.
CENTRO MÉDICO MCKENZIE
AVISO informar a las personas sobre la no discriminación y accesibilidad
CENTRO MÉDICO MCKIENIZE y de urgencia dba La Clínica de Gleason , La Clínica Bruceton , Clínica de Especialidades Dresden cumple con las leyes federales de derechos civiles aplicables y no discrimina por motivos de raza, color, nacionalidad, edad, discapacidad o sexo. CENTRO MÉDICO MCKIENIZE no excluye a las personas ni las trata de forma diferente debido a su origen étnico, color, nacionalidad, edad, discapacidad o sexo.
CENTRO MÉDICO MCKIENIZE Proporciona asistencia y servicios gratuitos a las personas con discapacidades para que se comuniquen de manera eficaz con nosotros, como los siguientes: Intérpretes de lenguaje de señas capacitados. CENTRO MÉDICO MCKIENIZE Información escrita en otros formatos (letra grande, audio, formatos electrónicos accesibles, otros formatos). CENTRO MÉDICO MCKIENIZE Proporciona servicios lingüísticos gratuitos a personas cuya lengua materna no es el inglés, como los siguientes: Intérpretes capacitados. Información escrita en otros idiomas. Si necesita recibir estos servicios, comuníquese con Lisa página , Director del Federal Comliance y Coordinador de Derechos Civiles .
Si considera que CENTRO MÉDICO MCKIENIZE [mcno le proporcionó estos servicios o lo discriminó de otra manera por motivos de origen étnico, color, nacionalidad, edad, discapacidad o sexo, puede presentar un reclamo a la siguiente persona Lisa Page, Director of Federal Compliance and Civil Rights Coordinator 205 Hospital Drive, Suite A, McKenzie, TN 38201 731-352-4429 or Toll Free 1-800-273-3510 Fax 731-352-4459 Email
email@example.com . Puede presentar el reclamo en persona o por correo postal, fax o correo electrónico. Si necesita ayuda para hacerlo, Lisa página , Director del Federal Comliance y Coordinador de Derechos Civiles .
está a su disposición para brindársela. También puede presentar un reclamo de derechos civiles ante la Office for Civil Rights (Oficina de Derechos Civiles) del Department of Health and Human Services (Departamento de Salud y Humanos) de EE. UU. de manera electrónica a través de Office for Civil Rights Complaint Portal, disponible en Https://ocrportal.hhs.gov/ocr/portal/lobby.jsf,
o bien, por correo postal a la siguiente dirección o por teléfono a los números que figuran a continuación: U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C. 20201 1-800-368-1019, 800-537-7697 (TDD)
Puede obtener los formularios de reclamo en el sitio web http://www.hhs.gov/ocr/office/file/index.html.