Patient Grievance Procedure
Mercy Regional Medical Center has adopted an internal grievance procedure providing for prompt and equitable resolution of complaints alleging any action prohibited by the US Department of Health and Human Services regulations (45 CFR Part 84) implementing Section 504 of the Rehabilitation Act of 1973 as amended (29 U.S.C. 794). Section 504 states in part that “no otherwise qualified disabled individual … shall, solely by reason of his disability, be excluded from the participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance …” The law and regulations may be examined in the office of the Risk Manager, Jane Schrier (970-764-3895) who has been designated to coordinate the efforts of Mercy Regional Medical Center to comply with the regulations.
- A complaint should be in writing, contain the name and address of the person filing it and briefly describe the action alleged to be prohibited by the regulations.
- The person filing the complaint has the right to representation by another person or attorney.
- A complaint should be filed in the office of the Section 504 coordinator within a reasonable time after the person filing the complaint becomes aware of the action alleged to be prohibited by the regulations.
- The Chief Executive Officer, or his/her designee, shall conduct such investigation of a complaint as may be appropriate to determine its validity. These rules contemplate informal but thorough investigations, affording all interested persons and their representatives, if any, an opportunity to submit evidence relevant to a complaint. Under 45 CFR 84.7 (b), Mercy Regional Medical Center need not process complaints from applicants for employment.
- The Chief Executive Officer or his/her designee shall issue a decision determining the validity of the complaint no later than 30 days after its filing.
- The Section 504 coordinator shall maintain the files and records of Mercy Regional Medical Center relating to complaints filed hereunder. The Section 504 coordinator may assist persons with the preparation and filing of complaints.
- The right of a person to prompt and equitable resolution of the complaint filed hereunder shall not be impaired by the person’s pursuit of other remedies such as the filing of a Section 504 complaint with the Office for Civil Rights of the US Department of Health and Human Services. Utilization of this grievance procedure is not a prerequisite to the pursuit of other remedies.
- These rules shall be liberally construed to protect the substantial rights of interested persons, to meet appropriate due process standards and to assure Mercy Regional Medical Center compliance with Section 504 and the regulations.
- An individual who files a complaint may pursue other remedies. This includes filing with:
The Office for Civil Rights
Department of Health and Human Services
999 18th Street, South Terrace, Suite 417
Denver, Colorado 80202