Depending on the details of a case, the Network may assume one or more of the following roles in addressing a grievance filed by an ESRD patient, an individual representing an ESRD patient, or another party:

• Facilitator
• Expert investigator
• Educator
• Advocate
• Referral source
• Quality improvement specialist

Upon the receipt of a grievance, the Network will classify the case as one of the following:

1. Immediate Advocacy - concerns that are non-clinical in nature and do not require a complex investigation; resolved in 10 calendar days or less
2. General Grievance - concerns that are non-clinical in nature but require complex investigation and review of records; resolved in 60 calendar days or less
3. Clinical Quality of Care - concerns that involve clinical or patient safety issues and requires a clinical review of records by an RN and/or the Medical Review Board (MRB); resolved in 60 calendar days or less

 Please note that you will be contacted via phone and/or in writing once a grievance has been filed with the Network. You will be required to provide records as requested within the time frame outlined by the Network. Recommendations for quality improvement efforts will be made once all issues have been investigated. The Network will guide you through all quality improvement efforts and will continue to provide support and follow-up as necessary. We share your goals to ensure that all care provided to patients in our service area is of the highest quality possible.

As required by the conditions for coverage, please ensure that all patients are educated on the grievance process and the various options when filing a grievance by providing ongoing individualized education as well as displaying the Network "Speak Up!" poster in a common area that patients and visitors have access to (such as the unit lobby).