Grievance Process & Patient Rights

If you have a concern about the care being provided to you or a family member in a dialysis facility or transplant center, you are encouraged to speak to the facility manager, charge nurse or social worker first. However, you may call the Network at any time regarding your concern. Dialysis facilities and transplant centers are required to have a process to address and resolve concerns, per the Federal Regulations. 

The Network serves as an advocate when addressing patient concerns in a dialysis facility or transplant center. The process involves investigating, educating and promoting communication so that all parties can work toward an acceptable resolution. You also can contact the State Survey Agency directly if you have a safety concern about a dialysis facility or transplant center.

When contacted regarding a concern or grievance, the Network will:

• With permission, contact the dialysis facility or transplant center on the grievant's behalf to resolve the concern. A grievant may remain anonymous throughout the investigation; however, it may limit the Network's ability to investigate the specific concern.
• Advocate for the patient's rights.
• Make recommendations to both the grievant and the dialysis facility.
• Require that the facility to submit documentation (e.g., treatment sheets, progress notes, etc) for review depending on the nature of the concern.
• Follow-up, as needed, to make sure the facility is implementing the recommendations.

The Network cannot:

• Mandate that a physician, dialysis facility, or transplant center accept a patient.
• Request that a specific staff member provide care for a specific patient.
• Change or direct dialysis facility policies or procedures.
• Override Federal Regulations.

Resources

• Forum of ESRD Networks Toolkit (English/Spanish)
• Patient Rights Poster (English/Spanish)
• Patient Responsibilities Poster (English/Spanish)

Contact the Network

To contact the Network by phone, please dial the contact phone number listed in your respective Network below during the hours of 8 a.m. to 5 p.m. (ET), Monday through Friday.

Network 7: Florida
Network 13: Oklahoma, Louisiana, Arkansas
Network 15: Arizona, Colorado, Nevada, New Mexico, Utah, Wyoming
Network 17: American Samoa, Guam, Hawaii, Mariana Islands, Northern California
Network 18: Southern California