Fletcher Allen, a Vermont university hospital and medical center, serves all of
Vermont and the northern New York region. Located in Burlington, Fletcher Allen is a regional, academic healthcare center and teaching hospital in alliance with the University of Vermont.
Hospital Complaint Process
Fletcher Allen encourages patients and families to voice their concerns, complaints, suggestions for improvement or compliments to any staff at any time. Upon admission, each patient receives a copy of a patient handbook, which includes contact information for the Office of Patient and Family Advocacy as well as information about patient rights, how to file a complaint and explains the complaint resolution process (see below). A copy of Fletcher Allen’s “Patient Bill of Rights" can be found throughout the organization. The policy is displayed on the walls of patient clinics and in public areas. This policy contains contact information for the Office of Patient and Family Advocacy and a description of the patient’s rights and responsibilities, and addresses matters of confidentiality, ethics, access to medical records, interpreter services, billing and other issues.
What is the Office of Patient and Family Advocacy ?
The Office of Patient and Family Advocacy is staffed by patient advocates. The avocates serve as a resource to all Fletcher Allen customers and staff in the positive resolution of complex patient and family issues and concerns. Additional key accountabilities include:
• Provide service recovery in all patient care settings (including both inpatient and outpatient areas), by recognizing concerns, and listening to and facilitating resolution of issues.
• Facilitating the formal grievance process.
• Interact regularly with nursing staff, physicians, case managers, social workers and accounting to facilitate resolution of patient concerns.
• Coordinate family meetings in collaboration with identified staff in order to clarify issues in a non-threatening environment.
• Assume responsibility for tracking and logging all formal grievances posed to the organization from outside agencies and individual patients.
• Act as a mediator in claims management, as needed.
• Work collaboratively with Fletcher Allen’s Department of Clinical Ethics
• Assist management in identifying patterns, trends and target areas for patient care improvement.
• Work with all departmental leaders to ensure patient and family concerns have been resolved and that system-related issues are forwarded to the James M. Jeffords Institute for Quality and Operational Effectiveness for further action.
• Provide an organizational resource for maintaining complaint data and actions taken as required for licensure and regulatory compliance.
The Complaint Process
Patients and their representatives have the right to express concerns about the quality of care or service received at Fletcher Allen Health Care. This is called presenting a complaint. We encourage the resolution of concerns by speaking directly with a staff member in the department or unit where the problem has occurred. However, if an issue cannot be resolved by speaking with a staff member or if you feel uncomfortable discussing the issue within the department or unit where the issue occurred, we invite you to contact the Office of Patient and Family Advocacy or to submit your complaint using the Sharing A Concern form.
A patient advocate can be reached in the following ways:
• By phone: 802-847-3500 or fax: 802-847-0384,
• By email: patientandfamilyadvocacy@vtmednet.org
• Or in writing: Office of Patient and Family Advocacy
Fletcher Allen Health Care
111 Colchester Avenue
Burlington VT 05401
A patient advocate will acknowledge the receipt of the complaint within two business days.
What happens next ?
Upon receipt, a patient advocate will make every effort to resolve your concerns at that time. If your complaint requires further review, that will be explained and an advocate will provide a response within 7 business days. You will receive a written letter of response within 30 business days. The letter will include the name of the patient advocate who coordinated the review, the steps taken to address your concerns, the results of the process and date of completion.
In addition to filing a complaint with Fletcher Allen, you also have the right to file a complaint with the state agency responsible for licensing Vermont hospitals.
You may file a complaint by contacting the Division of Licensing and Protection:
Phone: Toll-free: 800-564-1612 or fax: 1-802-241-4092
Email: http://www.dlp.vermont.gov/protection/report
Mail: Division of Licensing and Protection 103 South Main Street, Ladd Hall, Waterbury VT 05671-2306
Vermont Board of Health:
By phone: Toll-free: 800-464-4343 Fax: 802-865-7754
By Email: submit at http://healthvermont.gov/contact/contact.aspx
In writing: Vermont Department of Health
108 Cherry St., P.O. Box 70, Burlington VT 05402-0070
Recording and Tracking Complaints
The Office of Patient and Family Advocacy maintains comprehensive records of all complaints and interventions/actions taken to resolve those complaints. The Office has the ability to track patterns or trends that may emerge, and to identify specific areas in need of improvement. Patient concern reports are generated by the department and presented to the Quality Council and annually to the State for licensure requirement and as needed to specific units by location.
Other channels for resolution of concerns and complaints:
The Division of Health Care Administration, Department of Banking, Insurance, Securities and Health Care Administration, 89 Main St. Drawer 20, Montpelier, VT 05620-3101. Phone: 802-828-3301 or 1-800-631-7788 (Concerns about health care services you have received)
The Vermont Health Care Ombudsman, P.O. Box 1367, Burlington, VT 05401, (800) 917-7787 or the Vermont Board of Health, c/o Department of Aging and Disabilities, 103 South Main St., Waterbury, VT 05671-2301 (Concerns about health insurance)
The Vermont Department of Health and State Board of Health, 108 Cherry Street, Burlington, VT 05401, Voice: (802) 863-7200.
The Vermont Secretary of State, Office of Professional Regulation, 26 Terrace Street, Montpelier, VT 05609-1101, (802) 828-2363 (Concerns about the quality of care provided by licensed professionals)
The Vermont Board of Medical Practice, Vermont Department of Health, P.O. Box 70, Burlington, VT 05402-0070, Telephone: (800) 745-7371 (Concerns about physicians)
The Department of Disabilities, Aging and Independent Living - Division of Licensing Protection, 103 South Main Street, Ladd Hall, Waterbury, VT 05611-2306, Telephone- (802) 241-2345; Toll-free (in Vermont): (800) 564-1612 (To make a complaint against a facility or agency that provides health care services or to report abuse, neglect or exploitation of a vulnerable adult)
Northeast Health Care Quality Foundation, 15 Old Rollinsford Road – Suite 302, Dover, NH, 03820 (603) 749-1641 (Concerns about the quality of care provided to Medicare consumers)
Centers for Medicare and Medicaid Services, U.S. Department of Health and Human Services, Hubert H. Humphrey Building, 200 Independence Avenue S.W., Washington, D.C. 20201. 1-800-Medicare (1-800-633-4227) (Concerns about the quality of care provided to Medicare consumers)
The Joint Commission, One Renaissance Blvd., Oakbrook Terrace, IL 60181.1-800-994-6610 (Concerns about the quality or safety of care)
