If I Have A Complaint About My Dialysis or Kidney Transplant Center; What Should I Do?End-stage Renal disease (ESRD) Networks can handle many of the complaints that you might have about dialysis or kidney transplant care. An ESRD Network is made up of all the Medicare-approved ESRD facilities in a geographic area. Each ESRD Network has an ESRD Network Organization. The ESRD Network Organizations monitor and improve the quality of care given to people with ESRD.

Complaints you might have about your ESRD facility include:

  • The facility staff does not treat you with respect
  • Your dialysis shifts conflict with your work hours, and the facility will not let you change your shift
  • Your facility is not providing you with, or helping you access a medication that they are responsible for providing to you
  • You made complaints to your facility and they were not addressed.

If you have these kinds of concerns, you can raise them to your facility, by requesting a patient care meeting at your facility or following your facility’s formal complaint process. You can also contact your ESRD Network office to start the Network grievance process. The ESRD Network can handle these grievances in several ways:

  • Confidential consultation: A conversation with someone at the Network about your care.
  • Immediate advocacy: A way for the ESRD Network to work with you and your facility to resolve an issue. Immediate advocacy must be completed in seven days.
  • Quality of care review: A larger scale review if you feel that your concerns involve poor care to you and/or other patients. This review might include a review of medical records and can take up to 60 days.
  • Referral: In some cases, your Network might identify another agency that can help you resolve your issue. In this case, the Network should provide you with the contact information of that organization.

To find contact information for your ESRD Network Organization, call 1-800-MEDICARE or visit www.esrdnetworks.org.

In cases when your complaint is related to claims of abuse, unsafe conditions, or poor quality of care, you may want to file a complaint with your State Survey Agency. Call 1-800-MEDICARE for the contact information of your State Survey Agency.

Read More: If I Suspect That a Provider is Committing Medicare Fraud or Abuse; What Should I Do?
Learn About: If a Plan is Engaging in Inappropriate or Misleading Marketing; What Should I Do?
Return to: Medicare In-Depth

If I Have A Complaint About My Dialysis or Kidney Transplant Center; What Should I Do?End-stage Renal disease (ESRD) Networks can handle many of the complaints that you might have about dialysis or kidney transplant care. An ESRD Network is made up of all the Medicare-approved ESRD facilities in a geographic area. Each ESRD Network has an ESRD Network Organization. The ESRD Network Organizations monitor and improve the quality of care given to people with ESRD.

Complaints you might have about your ESRD facility include:

  • The facility staff does not treat you with respect
  • Your dialysis shifts conflict with your work hours, and the facility will not let you change your shift
  • Your facility is not providing you with, or helping you access a medication that they are responsible for providing to you
  • You made complaints to your facility and they were not addressed.

If you have these kinds of concerns, you can raise them to your facility, by requesting a patient care meeting at your facility or following your facility’s formal complaint process. You can also contact your ESRD Network office to start the Network grievance process. The ESRD Network can handle these grievances in several ways:

  • Confidential consultation: A conversation with someone at the Network about your care.
  • Immediate advocacy: A way for the ESRD Network to work with you and your facility to resolve an issue. Immediate advocacy must be completed in seven days.
  • Quality of care review: A larger scale review if you feel that your concerns involve poor care to you and/or other patients. This review might include a review of medical records and can take up to 60 days.
  • Referral: In some cases, your Network might identify another agency that can help you resolve your issue. In this case, the Network should provide you with the contact information of that organization.

To find contact information for your ESRD Network Organization, call 1-800-MEDICARE or visit www.esrdnetworks.org.

In cases when your complaint is related to claims of abuse, unsafe conditions, or poor quality of care, you may want to file a complaint with your State Survey Agency. Call 1-800-MEDICARE for the contact information of your State Survey Agency.

Read More: If I Suspect That a Provider is Committing Medicare Fraud or Abuse; What Should I Do?
Learn About: If a Plan is Engaging in Inappropriate or Misleading Marketing; What Should I Do?
Return to: Medicare In-Depth

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