Patient Information on Filing a Complaint or Grievance
Memorial Health Care System's mission urges us to emphasize human dignity and social justice as we move toward the creation of healthier communities. Out of respect for your rights as an individual in our facility, you have the right to complain about the quality of care or other hospital services.
I. Department Managers
For immediate assistance with your complaint/grievance, please first talk to the manager in the area where you are receiving care or service to try to resolve your problem.
You may also talk with the Service Excellence Representative by dialing extension 2772. We would encourage you to notify us immediately if you have any concerns regarding your care. The Service Excellence Representative will immediately begin checking on your complaint.
II. Service Excellence Representatives
All patients should know their rights and responsibilities. If you feel that any of your rights may have been violated, you may initiate a formal grievance by contacting the Service Excellence Representative in writing at 2525 de Sales Avenue, Chattanooga, TN 37404 or by calling (423) 495-2772.
At Memorial the Service Excellence Representative or designated Department Manager will investigate your complaint. If they are unable to resolve the issue it will be reviewed by the grievance committee.
III. The Joint Commission
Because Memorial is a Joint Commission-accredited health care organization, you have the right to submit a complaint about the quality of care to The Joint Commission.
You may send your complaint by mail, fax or email. Summarize the issues in one to two pages and include the name of the health care organization, street address, city and state.
Office of Quality Monitoring
Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
Your Privacy Rights
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 The Joint Commission’s 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. The Joint Commission policy forbids accredited organizations from taking retaliatory actions against employees for having reported quality of care concerns to The Joint Commission.
For More Information
If you have questions about how to file your complaint, you may contact The Joint Commission toll free in the U.S., Monday through Friday, 8:30 a.m. to 5:00 p.m. Central Time, at 1-800-994-6610.
IV. Tennessee Department of Health
You also have the right to file a complaint with the state survey agency. Submit your complaint in writing to:
Tennessee Department of Health
425 Fifth Avenue, North
Cordell Hull Building, Third Floor
Nashville, Tennessee 37247
Call the Tennessee Department of Health at 1-800-852-2187.