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Report a
complaint about a Health
Care OrganizationWith JACHO
Site Link:
JACHO
Do you have a complaint about the
quality of care at a Joint Commission-accredited health care
organization? The Joint Commission 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.
When submitting a complaint to the Joint
Commission about an accredited organization, you may either provide
your name and contact information or submit your complaint
anonymously. Providing your name and contact information enables
the Joint Commission to inform you about the actions taken in
response to your complaint, and also to contact you should
additional information be needed.
It is our policy to treat your name as
confidential information and not to disclose it to any other
party. However, it may be necessary to share the complaint with
the subject organization in the course of a complaint
investigation.
Joint Commission policy forbids
accredited organizations from taking retaliatory actions against
employees for having reported quality of care concerns to the Joint
Commission.
complaint@jcaho.org
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.
(800) 994-6610
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
(800) 994-6610. In addition, if an on-site review of an organization
results in a change of accreditation status to conditional or
preliminary denial of accreditation, these changes will be reflected
in the organization's Quality 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 if contact
information has been provided.
