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About Us - Act 53 Hospital Community Report - How to Report a ComplaintCOPLEY CONTACT INFORMATION:
Quality Management Coordinator
Copley Health System
528 Washington Highway
Morrisville, VT 05661
Phone: (802) 888-8351
Fax: (802) 888-8159
e-mail: lfoltz@chsi.org
VERMONT CONTACT INFORMATION:
Vermont Agency of Human Services
VT Division of Licensing and Protection
103 South Main Street
Waterbury, VT 05676-2306
Phone: (800) 564-1612
Fax: (802) 241-2358
On-line complaint form: www.dad.state.vt.uslpaps.htm
Board of Health and Board of Medical Practice - Vermont Department of Health
P.O. Box 70
Burlington, Vermont 05402-0070
Telephone: 802-657-4220;
Toll-free (in Vermont): 800-745-7371Copley Hospital's Complaint Process
POLICY STATEMENT: All written and verbal patient complaints regarding treatment, service, damaged or lost articles or billing issues will be forwarded to the Quality Management Coordinator for investigation and response. The Quality Management Department will acknowledge in writing all complaints within five working days from the time of receipt in the Department.
The Quality Management Department will work in conjunction with the responsible Department Managers and staff to investigate complaints. Resolution of complaints will be addressed in writing to, and if appropriate by personal contact with, the patient within ten working days from such resolution by Quality Management or the Department Manager, as appropriate. Additional feedback will be provided as directed by Quality Management and requested by the patient.
In the event the Quality Management Coordinator is not available, the Supervisor of Quality Management or the Administrative Director of Clinical Services shall assume this function.
Department Managers are responsible for timely resolution of patient problems while the patient is in the hospital, and for notifying Quality Management of complaints expressed to them or to their staff through the Unexpected Occurrence Reporting system. The process for registering a complaint is outlined in the patient Handbook, which is given to those patients who are admitted to the hospital. Signs are posted in registration areas that describe the process for those patients receiving outpatient services. Service contact cards with appropriate phone numbers are left in common waiting and registration areas.
If the patient is not satisfied with the resolution of the complaint, they may appeal this decision directly to Copley Hospital’s Chief Executive Officer or designee.
Hospital Administration retains final responsibility for the resolution of all patient complaints. Patient complaints will be trended and reported through the Copley Hospital Quality Management function. |
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