Grievance Procedure at The Children's Hospital
To our Patients and Families:
At The Children’s Hospital, our top priority is to meet your child’s healthcare needs and provide outstanding service to you during the time your child is with us. We understand this can be a stressful time, and so it is important to us that we respond to your needs in a caring and sensitive manner. To help make that happen, we depend on you to tell us both when we respond effectively and those times when, for whatever reason, we don’t.
Please take a moment to familiarize yourself with the resources detailed below.* We provide them for your use when identifying any issues you’d like to share with us, including me. For example, if you have any concerns while your child is here, you can call the Patient Representative at 720-777-6887 or describe the issue to the Patient Representative in writing. The Patient Representative will refer any issue that cannot be quickly worked out directly to me. I will then look into the situation and you will receive a response from me within seven working days. The process, if needed, can continue from there and involve the appropriate oversight entities, all with one goal in mind: to address your concern to your satisfaction and in as timely a manner as possible.
Thank you for choosing The Children’s Hospital for your child’s healthcare needs. We honor the trust you have placed in our healthcare team. Thank you, as well, for letting us know of any concerns you may have during your time with us. The information you provide will help us address your needs and the needs of all the patients and families who want only the finest healthcare for their children.
Jim Shmerling, DHA, President/CEO, The Children’s Hospital
*As follow-up to the president and CEO’s response to any concern you may have, you can contact the health department (the Colorado Department of Public Health and Environment) at 303-692-2000. You may also ask the Patient Representative to call them for you.
When the Colorado Department of Public Health and Environment receives a complaint, they have seven days to tell you and The Children’s Hospital that an investigation has been initiated. You and the hospital will receive a written report from the Colorado Department of Public Health and Environment with the results or recommendations within 14 days.
The Children’s Hospital is accredited by The Joint Commission. If you feel that any concern you have raised is not being resolved by The Children’s Hospital, you may also contact The Joint Commission either through their website, www.jointcommission.org, or by calling 1-800-994-6610.
