Sandy Berreth, RN, MS, CASC, administrator of Brainerd Lakes Surgery Center in Baxter, MN, says her ASC provides the grievance policy before surgery. “The information regarding the grievance policy is in the brochure that is given to the patient at their pre-op appointment,” she says. “[It is] also given to [all] patients at that time financial policy, patient’s rights and responsibility, ownership disclosure, MN outpatient bill of rights, note from the police warning of driving while under the influence of medication used for sedation and finally the notice of privacy.”
Cindy Young, RN, CASC, administrative director of Surgery Center of Farmington (MO), says her ASC also provides the policy in advance; it is included in a brochure that also provides other information mandated by CMS, and patient rights and responsibilities.
The grievance information includes instructions addressing where patients can pick up a grievance form (front desk of the surgery center) and a phone number patients can call to file a grievance. The ASC also provides contact information for the Missouri Department of State Health Services for consumer complaints.
This document is also posted on the ASC’s Web site and a statement regarding the grievance policy is included in the ASC’s brochures.
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