Terms of Use

At Universal Dialysis, we prioritize the safety, well-being, and satisfaction of our patients. We understand that there might be occasions when our services or interactions may not meet your expectations. To address such concerns, we have established this comprehensive Patient’s Complaint/Grievance Procedure.

1. Definition of a Grievance:

A grievance is defined as any written or verbal expression of dissatisfaction or concern about the care or treatment received at our center, or any other aspect of our operations, services, or staff.

2. Purpose:

This procedure ensures that all patient grievances are addressed promptly, fairly, and in a manner that respects patient privacy and rights.

3. Procedure Initiation:

Any patient, family member, friend, or advocate may initiate this grievance process if they feel that patient rights have been violated or are dissatisfied with any aspect of our services.

4. How to File a Grievance:

• Verbal Complaint: You may express your concerns directly to any staff member. If they cannot resolve it immediately, they will forward it to the appropriate department for further action.

• Written Complaint: You can write out your grievance and submit it at our front desk or send it to our official mailing address. Please include as much detail as possible and provide contact information for follow-up.

5. Grievance Acknowledgment:

Upon receipt of a written grievance, we will send an acknowledgment letter within [e.g., five] business days. This letter will detail the steps we plan to take to investigate and address your concerns.

6. Investigation Process:

• A designated grievance officer or committee will conduct a thorough investigation.
• This may involve interviews with the involved parties, reviewing medical records, or inspecting certain areas of our facility.
• The process ensures impartiality, confidentiality, and thoroughness.

7. Timeframe for Resolution:

We aim to resolve all grievances within [e.g., 30] days of receipt. If for any reason the investigation takes longer, we will notify you with an update and provide a new estimated resolution date.

8. Grievance Outcome:

Once the investigation is complete, you will receive a written response detailing:

• Findings of the investigation.
• Actions taken or recommendations for resolving the grievance.
• Contact details of the grievance officer or committee for further discussions or clarifications.

9. Confidentiality:

All grievances are handled with the utmost confidentiality. Only those directly involved in resolving the complaint will have access to the details.

10. Non-Retaliation:

Patients have the right to voice concerns without fear of retaliation. We assure you that your care and services will not be compromised in any way due to your grievance.

11. Continuous Improvement:

All grievances are reviewed at managerial and quality assurance levels to identify areas for improvement. This ensures that the root causes of complaints are addressed, preventing future occurrences.

12. External Recourse:

If you feel your grievance was not addressed adequately, you have the right to contact the appropriate state or federal agency responsible for regulating dialysis centers. The contact information for these agencies is available at our center upon request.

13. Feedback:

We appreciate feedback, positive or negative, as it helps us enhance our services. Even if you don’t initiate a formal grievance procedure, please feel free to share your suggestions or concerns with our staff.

14. Documentation:

All grievances and the steps taken for resolution are documented and stored securely to ensure accountability, transparency, and for potential review by regulating authorities.