Concerns, Comments and Compliments

Let us know how we are doing.

Our goal at Texas Health Rockwall is to provide you with an informative, caring and personal attention with respectful and quality standards of care.  Our patients are our top priority and we value your comments, suggestions and concerns about the care we provide.  We want to learn from your experience at our hospital so please take the opportunity to share your thoughts with us when you receive a patient engagement survey after your procedure or discharge.

Should you, a family member or caregiver have a concern or question please speak with your nurse or department manager as soon as your concerns arise so that we may intervene and assist in resolving the matter. Please ask your nurse or other hospital caregiver to assist with making an introduction with a department leader or call the main hospital at 469-698-1000 to be connected to their office.

Should you have further concerns about patient rights, safety, or any other complaints or grievances, please contact our Quality Concern hotline at 469-698-1647.  You may also submit your concerns in writing by requesting a complaint form; by sending your concerns via fax 469-698-1501; or email to concerns@phrtexas.com.  You can be assured that your concerns will be addressed without retaliation in any way.

Problem Resolution

Federal law gives every Facility patient the right to be informed of how to submit a complaint to the Facility relating to his/her care or relating to the belief that he/she is being discharged from the Facility prematurely. Each patient has the right to be informed of how the complaint will be considered, including the response and resolution process developed by the Facility. The complaint resolution process is part of the Facility’s confidential Quality Improvement Program.  Click here for information in Spanish.

An issue can be addressed most promptly by speaking with your nurse or another health care professional involved in your care. However, if you feel an issue is not being addressed appropriately, or if you need additional assistance, please dial “1000” (inside the hospital), 469-698-1647 (Quality Concern Line) or call the main number and ask for an administrator.

If you feel that your issue is not being resolved or addressed satisfactorily by the Facility, you may contact:

Texas Department of State Health Services

Health Facility Licensing and Compliance Division

Complaint hotline (Monday – Friday, 8 a.m. – 5 p.m. CST)

888-973-0022 or 800-735-2989 (hearing/speech impaired)

Email:             hfc.complaints@dshs.texas.gov

Website:         dshs.texas.gov/facilities/complaints.aspx

Address:        Health Facility Compliance Group (MC1979)

                       Texas Department of State Health Services

P.O. Box 149347

                       Austin, TX 78714-9347

 

The Joint Commission

Phone:  800-994-6610 (automated instructions on how to file a report or concern)

Online or Fax:  From jointcommission.org, choose Report a Patient Safety Event from the Action Center on the home page. You may submit a concern online or print the form and submit via fax to 630-792-5636.

Mail:  Print/complete the form (per instructions above) and mail it to:

Office of Quality and Patient Safety

The Joint Commission

One Renaissance Blvd.

Oakbrook Terrace, IL 60181

 

Patient safety event reports can be submitted anonymously and confidentially. However, those who provide their name and contact information enables The Joint Commission to contact them for more information, if necessary, and to confirm how the report is handled.

Medicare beneficiaries with grievances regarding quality of care, coverage decisions or premature discharge, have a right to refer their complaint for review by the Quality Improvement Organization, a group of doctors who are paid by the federal government to review medical necessity, appropriateness and quality of Facility treatment furnished to Medicare patients. Contact:

KePRO

888-315-0636

Rock Run Center

5700 Lombardo Center, Suite 100

Seven Hills, OH 44131

 

A patient who feels he or she has been discriminated against at a Texas Health Facility on the basis of race, color, national origin, disability or age has a right to file a complaint. The written account of the alleged discrimination should be sent or delivered to the attention of the president at the specific Facility, preferably within 30 days.