Aspen Mountain Medical Center has adopted an internal grievance procedure which provides for a prompt and equitable resolution of a patient complaint involving patient services or patient care issues while in the Facility. We encourage patients, their representatives or surrogates to first review any issues with the staff present and taking care of the patient at the time of the event or situation or to immediately ask to discuss the situation with the Director of Nursing or Administrator to help resolve matters while the patient is in the Facility.
A grievance is a formal or informal, written or verbal complaint that is made to the Facility by a patient, the patient’s representative, or surrogate when a patient issue cannot be resolved promptly by staff present at the time of the event, issue or occurrence. Patient grievances also may include messages left by voicemail; sent by email; received by staff calling after patient is discharged from the Facility; or as part of a patient satisfaction questionnaire. If requested, the Facility can provide a formal “Patient Grievance Report” for completion, but this form is not required to submit a grievance. Grievances may be related to the patient’s care; abuse or neglect; or compliance with federal regulations from Center for Medicare/Medicaid Services (CMS).
All grievances received by any employee, staff member or physician will be documented and forwarded to the HIM Director. You may also send them to:
Attn: HIM Director
Grievances should be submitted to the Administrator within thirty (30) calendar days of the date of the event. A grievance must contain the name, address, phone # and email contact (if available) of the patient (the “grievant”). The information received must state the issue, complaint, concern or problem to be addressed.
Grievances about situations that endanger the patient, such as neglect or abuse, will be reviewed immediately, given the seriousness of the allegations and the potential for harm to the patient.
Each signed grievance will receive a response within 24 hours, acknowledging receipt of the grievance. This may be done by direct phone contact, email or mail.
The Administrator will review all information and complete a full investigation, and a written response, action plan or resolution will be issued no later than seven (7) calendar days after receipt of the grievance. If more time is needed for the investigation, the 7-day letter will state the timeline for final response, no longer than thirty (30) days from the receipt of the grievance.
The grievant may appeal the decision received from the Administrator by filing an appeal in writing, addressed to the “Facility Board of Managers” within ten (10) calendar days of receiving the response from the Administration. This appeal must state the elements of dissatisfaction with the response received and further resolution requested.
The Board of Managers will conduct a separate investigation and review and will issue a written decision in response to the appeal within seven (7) calendar days or with an extension of no more than thirty (30) calendar days from receipt of the appeal. This is the same timeframe as provided for the original grievance response. The Administrator will not participate in the review and decision making process for this appeal.
If a patient has filed a grievance and returns to the Facility for additional care before the grievance is resolved, he/she will not be cared for by the alleged staff member or physician involved in the grievance complaint.
Patients, patient representatives or surrogates may log a grievance with the U.S. Department of Health and Human Services – directly, regardless of whether he/she has first used the Facility’s grievance process. The Department of Health and Human Services Office for Civil Rights, 999 18th Street, Suite 417, Denver, CO 80202. Voice phone: 1-800-368-1019, Fax: 303-844-2025 or through www.hhs.gov/ocr/privacy/hipaa/complaints/index.html.
Patients may log a grievance with the Medicare Beneficiary Ombudsman directly, regardless of whether he/she has first used the Facility’s grievance process. Medicare may be contacted at www.medicare.gov or www.cms.hhs.gov/center/ombudsman or 1-800-633-4227.
Aspen Mountain Medical Center adopts and affirms as policy the following rights of patient/clients who receive services from our Facility. The Facility will provide the patient, the patient’s representative or surrogate verbal and written notice of such rights in advance of the procedure in accordance with 42 C.F.R. § 416.50 Condition for Coverage- Patient Rights. The patient rights are as follows:
Complaints may be directed to (307) 352-8900 or the following State Agency:
Wyoming Department of Health
401 Hathaway Building
Cheyenne, WY 82002
or emailed to:
Web site for the Medicare Beneficiary Ombudsman: www.medicare.gov/ombudsman/resources.asp or 1-800-633-4227.
If you do not speak English, language assistance services, free of charge, are available to you. Call 1 (307) 352-8900 (TTY: 7-1-1).
si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1 (307) 352-8900 (TTY: 7-1-1).