Filing Complaints

Often, patients with concerns about the quality of care received in a hospital or healthcare facility will first turn to the facility to share their concerns. The department that handles patient complaints typically is called ‘Patient Relations’ or the ‘Ombudsman’s Office’.

However, if you feel that your complaint was not taken seriously, that it was not handled appropriately, or you were dissatisfied with the facility response, then you have a right to file a complaint with any of the organizations/agencies listed below.

It’s always a good idea to file a complaint in writing and to keep a copy for your records. The same goes for telephone conversations or meetings; take good notes. Reviewing the details of your experience can be stressful, so keeping accurate records will help you retrieve valuable information for future reference without the worry of not being able to recall what was said.

New Hampshire Department of Facility Licensing

As the licensing department for the NH Department of Health & Human Services (DHHS), this agency is responsible for ensuring that hospitals, nursing homes, adult day care & other facilities follow set standards for quality care.

1-800-852-3345 OR 271-3021

To file a complaint online: http://www.dhhs.nh.gov/oos/bhfa/complaint.htm

Written complaints can be sent to:
Sheila Acheson
Health Facility Licensing
129 Pleasant Street
Concord, NH 03301

Want to report a serious medical error?
‘Adverse Events’ that happen in a New Hampshire hospital can be reported to the state by patients or their families. Contact Bob Ehlers at The NH Department of Facility Licensing, 271-4967 or e-mail him at rehlers@dhhs.state.nh.us

Northeast Health Care Quality Foundation

Accepts & investigates complaints/concerns about quality-of-care issues provided to Medicare patients. This includes complaints against hospitals, nursing homes, home health, ambulatory care centers, skilled nursing & rehab. facilities, physicians offices & community mental health centers.

website: http://nhcqf.org
To file a complaint: http://nhcqf.org/Consumers/CareConcern.htm
Main number: 1-800-772-0151
or Medicare at: 1-800-633-4227

The Joint Commission on Hospital Accreditation (TJC)

http://www.thejointcommission.org. Click on 'File a Complaint' on the right menu bar.

TJC is the national accreditation organization for several NH hospitals. They are paid by hospitals to evaluate facility performance and adherence to national guidelines and safe practices. Although they are not a regulatory agency, they do accept complaints from patients.

Note: Only ‘larger’ hospitals are accredited by TJC. Complaints against non-accredited, and other hospitals/healthcare facilities can still be made to The NH Dept. of Healthcare Facility Licensing (see below)

click on the link below to see which hospitals in New Hampshire are accredited by TJC.
NH Hospitals accredited by The Joint Commission on Hospital Accreditation

To file a complaint via E-Mail: complaint@jointcommission.org

Fax:
Office of Quality Monitoring
(630) 792-5636

Mail:
Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181

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

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New Hampshire Board of Medicine (BOM)

Handles complaints against physicians or physician assistants

Website: http://www.nh.gov/medicine/index.htm
Main number: (603) 271-1203
To file a complaint: http://www.nh.gov/medicine/publications/

Inquiries for the complaint department:
Jaime Netzley-Wrye @ 603-271-6930 orjnetzley-wrye@nhsa.state.nh.us

New Hampshire Board of Nursing

Handles complaints against Registered Nurses's (RN) Licensed Practical Nurses (LPN), and Licensed Nursing Assistant (LNA) in NH

271-2323 (Nursing)
(603) 271-6282 (Nursing Assistant)
Fax: (603) 271-6605

website: http://www.nh.gov/nursing/consumers.html
To file a complaint: http://www.nh.gov/nursing/consumers.html

The New Hampshire Attorney General's Office

Website:http://www.doj.nh.gov/
Telephone (603) 271-3658
Fax (603) 271-2110
TDD Access: Relay NH 1-800-735-2964

The Medicaid Fraud Unit

Identifies, investigates and prosecutes criminal and civil fraud committed by healthcare providers who treat Medicaid recipients. It also investigates and prosecutes cases of patient abuse, neglect and financial exploitation of residents in healthcare facilities. The Unit has a staff of 2 attorneys, 2 investigators, and 3 financial analysts that investigates and prosecutes cases statewide.

Elder Abuse & Financial Exploitation Unit

The primary responsibility of this Unit is to prevent, investigate, and prosecute crimes involving elderly victims of abuse, neglect and financial exploitation on a statewide basis.

Medicare Quality Improvement Organizations (QIO's) for all 50 states

These groups act to address complaints about care provided to people covered by Medicare.

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HIPAA (Health Insurance Portability & Accountability Act)

In the office of civil rights, HIPAA accepts & investigates complaints to protect patients' fundamental rights of nondiscrimination and health information privacy. It says who can look at and receive your health information, and also gives you specific rights over that information. 'How to file a complaint' is on the left menu bar.