The Joint Commission on Accreditation of Healthcare Organizations

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Report a complaint about a Health Care Organization

Go to Quality Incident Report Form

Do you have a complaint about the quality of care at a health care

organization? The Joint Commission on Accreditation of Healthcare

Organizations wants to know about it. Send us your complaint by mail,

fax or e-mail. Summarize the issues in one to two pages and include

the name, street address, city, and state of the health care

organization.

E-Mail:

complaint@...

Fax:

Office of Quality Monitoring

Print a Quality Incident Report Form

Mail:

Office of Quality Monitoring

Joint Commission on Accreditation of Healthcare Organizations

One Renaissance Boulevard

Oakbrook Terrace, IL 60181

Print a Quality Incident Report Form

If you have questions about how to file your complaint, you may

contact the Joint Commission at this toll free U.S. telephone number,

8:30 to 5 p.m., Central Time, weekdays.

Scope Of Complaint Evaluations

Complaint information is used to strengthen the oversight activities

of the Joint Commission and improve the quality of care in accredited

facilities. The Joint Commission addresses all complaints that relate

to quality of care issues within the scope of our standards. These

include issues such as patient rights, care of patients, safety,

infection control, medication use and security.

The Joint Commission does not address individual billing issues and

payment disputes. Also, we do not have jurisdiction in labor

relations issues or the individual clinical management of a patient.

The Joint Commission does not review complaints of any kind in

unaccredited organizations.

How The Joint Commission Responds To Complaints

The Joint Commission encourages you to first bring your complaint to

the attention of the health care organization's leaders. If this

does not lead to resolution, bring your complaint to us for review.

The Joint Commission's response to a complaint begins with a review

of past complaints about the organization, if any, and the

organization's accreditation survey report. Depending on the nature

of the complaint, the Joint Commission will take one or more of the

following actions:

Where serious concerns have been raised about patient safety or

standards compliance, the Joint Commission will conduct an

unannounced, on-site evaluation of the organization.

The Joint Commission may ask the health care organization to provide

a written response to the complaint.

The Joint Commission may incorporate the complaint in the quality

monitoring database that is used to continuously track the

performance of health care organizations over time.

The Joint Commission may review the complaint at the time of the

health care organization's next scheduled accreditation survey if it

is scheduled in the near future.

For more information about how the Joint Commission analyzes and

follows up on complaints, see the Quality Incident Review Criteria.

Release Of Complaint-Related Information

Upon request, the Office of Quality Monitoring provides the number of

complaints an organization has had and the category by contacting

. In addition, if an on-site review of an organization

results in a change of accreditation status or additional

recommendations for improvement, these changes will be reflected in

the organization's performance report, available in Quality Check on

this website or by calling the Customer Service Center at (630) 792-

5800.

After the Joint Commission completes its review of a complaint, we

inform the complainant of the actions we have taken.

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Quality Incident Report Form

Date: ____________________________ Time:

______________________________

Name of Person Filing the

Report:________________________________________________

Relationship to Patient: Self______ Family______

Friend_____ Advocate_____

Attorney______ Employee______ Government_______

Telephone: ( _____ ) ____________________ E-Mail:

__________________________

Address: _______________________________ Fax: ( _____ )

__________________

Provider Information (Where did problem occur?)

Name of Organization:

_________________________________________________________

Address:______________________________________________________________

______

______________________________________________________________________

_____

Phone: (_______) _________________________

Type of Organization (Provider): Hospital ___ Ambulatory___

Home Care___ Laboratory___

Long Term Care____ Psychiatric/Behavioral Health _____ Network,

PPO, HMO _____

Quality Incident: (Please state your concern)

_________________________________________

______________________________________________________________________

______

______________________________________________________________________

______

______________________________________________________________________

______

(Attach additional pages, if required. Please keep to no more than

two pages.)

Confidentiality required: ____Yes Were concerns made known to

provider? Yes___ No____

ACTIONS REQUIRED: (Office use only)

Referrals:

____________________________________________________________________

Quality Analyst:________________________ Analyst

Signature:_______________________