Patient Concerns, Complaints and Grievances

Alegent Health strives to provide superior care to all those we serve and ensures patients that they can expect to receive reasonable care during their stay.  We do understand, however, that there may be times when you may feel your stay did not meet your reasonable expectations for care.  When this happens Alegent Health recognizes your right to express concern and voice a grievance about your care in an environment that is non-threatening and constructive.

We welcome your concerns as an opportunity to improve our ability to care for you.  Because our commitment is to provide you with high quality in an environment that is safe and comfortable, you can be assured that your care will not be compromised by registering a concern, complaint or grievance through the Patient Action Lines or to any of the outside agencies listed below.

To assist you in directing your concern, complaint or grievance, you may wish to contact the Patient Action Line on your particular hospital campus.  The number for the Patient Action Line for your hospital campus can be found below: 

Patient Action Lines
Bergan Mercy Medical Center, Omaha, NE
402-398-5799

Community Memorial Hospital, Missouri Valley, IA
712-642-2784

Immanual Medical Center, Omaha, NE
402-572-2898

Lakeside Hospital, Omaha, NE
402-717-8717

Mercy Hospital, Council Bluffs, IA
712-328-5950

Mercy Hospital, Corning, IA
641-322-6279

Midlands Hospital, Papillion, NE
402-593-3172

Memorial Hospital, Schuyler, NE
402-352-4072

If you believe your privacy rights have been violated, you may file a complaint using the Patient Action Lines above or by submitting a written concern to the Alegent Health Privacy Office directly at:
Alegent Health Privacy Office
Ike Friedman Community Health Plaza
7101 Newport Ave, Suite 309
Omaha NE 68152-2167

While Alegent Health considers every concern and comment important, some of your concerns or comments may be determined to fall into a category known as a Patient Grievance.  Under these circumstances, Alegent Health will follow specific steps to address your grievance. 

The steps in this process include the following:  An Alegent Health representative will attempt to contact you about your grievance as soon as possible, and generally within one business day of hearing from you.  An Alegent Health representative will look into the situation and explore ways to resolve your grievance.  While not all grievances may be able to be resolved immediately, you can expect to receive a written response to your grievance within seven (7) business days.  Any need for additional time to further address your grievance will be communicated to you.

While we hope that you are satisfied with the results of our response to your grievances,  you may also wish to address your concerns, comments or other issues you may have about your care to an outside agency.  Contact information for these agencies can be found below:

Iowa Medicare Quality Improvement Organization (QIO)
Iowa Foundation for Medical Care
6000 Westown Parkway
West Des Moines, IA  50266-7771
515-223-2900; 1-800-383-2856 
www.ifmc.org

Nebraska Medicare Quality Improvement Organization (QIO)
- Assists Medicare Beneficiaries Only -
CIMRO of Nebraska 
1230 O Street
Lincoln NE  68508
402-476-1399
1-800-458-4262 
www.cimronebraska.org

If your concerns are related to the privacy of your healthcare information and are not addressed to your satisfaction by Alegent Health, you may wish to contact the following: 
Secretary of the Department of Health & Human Services
200 Independence Ave SW
Washington DC  20210
1-877-696-6775 (toll free)

The Office of Civil Rights of Health & Human Services
www.hhs.gov/ocr/hipaa

If your concerns are related to the quality and safety of your care at any of our JCAHO accredited facilities and are not addressed to your satisfaction, you may wish to contact the Joint Commission on Accreditation of Healthcare Organizations (JCAHO) at:
Joint Commission on Accreditation of Healthcare Organizations (JCAHO)
JCAHO Office of Quality Monitoring
630-792-5636 (FAX)
Report a Concern to the Joint Commission Office of Quality Monitoring