Rutland Regional Medical Center Complaint Process

It is the policy of Rutland Regional Medical Center to encourage patients, parents, legal guardians, immediate family members, civil union partners or reciprocal beneficiaries to express concerns or complaints. Complaints or concerns are consistently addressed in a timely, respectful manner.

How to File a Complaint

Complaints may be received from patients, family members, visitors, or outside agencies. Complaints may be received in person, by telephone, letter, or electronically.

By Mail:
Rutland Regional Medical Center
Patient Relations
160 Allen Street
Rutland, Vermont 05701

By Email:
mbartlett@rrmc.org

By Phone: Phone: (802) 772-1978

In Person:
Melissa Bartlett
Patient Relations Coordinator
1st floor across from the cashier office
Rutland Regional Medical Center
160 Allen Street
Rutland, Vermont 05701

Other Channels for resolution of concerns and complaints:

State of Vermont Board of Licensing at 109 State Street, Montpelier, VT 05609 (1-800-439-8683)

When an individual has concerns about patient care or safety in the hospital, he/she is encouraged to contact the hospital’s Patient Relations Department at 802.772.1978. If concerns have not been resolved through the hospital or the listed agencies, the individual may contact The Joint Commission’s Office of Quality Monitoring to report the concern at 1.800.994.6610 or e-mail at complaint@jointcommission.org.

In addition to the hospital’s complaint/grievance procedures patients who have complaints or concerns may contact the following agencies:

• The Division of Licensing and Protection of the Department of Disabilities, Aging and Independent Living investigates hospital complaints under federal law, and also works with the Vermont Department of Health to investigate hospital complaints for the state.
• To file a complaint with the Division of Licensing and Protection, call 800.564.1612 (toll-free in Vermont) or 802.241.2345 or write to them at 103 South Main Street, Ladd Hall, Waterbury, VT 05611-2306
• # If you prefer to contact the Board of Health or Health Department directly: Board of Health and Health Department, PO Box 70, Burlington, VT 05402-0070, 802.657.4220, 800.745.7371 (toll-free in Vermont).

If you have a complaint about a physician: The Vermont Board of Medical Practice investigates complaints against physicians (MD), physician assistants (PA), podiatrists and anesthesiologist assistants.

To file a complaint with the Board of Medical Practice: 800.745.7371 (toll-free in Vermont) or 802.657.4220.

Download forms: http://healthvermont.gov/hc/med_board/complaint.aspx

Mailing address:
Vermont Board of Medical Practice, Vermont Department of Health
PO Box 70
Burlington, VT 05402-0070

Vermont State Board of Medical Practice
109 State Street
Montpelier, VT 05609-1106
(1-800-439-8683 or 1-802-828-2673)

Peer Review Organization (PRO) for Vermont Northeast Health Care Quality Foundation
15 Old Rollinsford Road, Suite 302
Dover, NH 03820-2830
(1-800-772-0151)

Department of Disabilities, Aging and Independent Living, Division of Licensing and Protection
103 S Main Street, Ladd Hall
Waterbury, VT 05611-2306
(802-241-2345 or 800-564-1612)

Health Care Administration
89 S Main Street
Drawer 20
Montpelier, VT, 05620-3601
(802-828-2900)

VT Protection & Advocacy
141 Main Street, Ste 7
Montpelier, VT 05602
(800-834-7890 or 802-229-1355)

VT Dept of Health, Medical Practice Board
108 Cherry Street, PO Box 70
Burlington, VT 05402-0070
(800-745-7371 or 802-657-4220)

Northeast Health Care Quality Foundation (Quality Improvement Organization for Maine, New Hampshire & Vermont)
15 Old Rollinsford Road, Ste 302
Dover NH 03820-2830
(800-772-0151)

Secretary of State Office, Vermont Board of Nursing
81 River Street
Montpelier, VT 05609-1104
(802-828-2396)

Secretary of State Office
26 Terrace Street, Drawer 09
Montpelier, VT 05609
(802-828-2363)

The Complaint Process

Once a patient or family member contacts the Rutland Regional Medical Center about a concern or complaint timely action will be taken to resolve the complaint. The complaint will be appropriately investigated by gathering information and conducting necessary research. Follow-up to the patient and/or family member can be conducted over the phone, in person, or by letter. All complaints will be treated respectfully and in a professional manner. In the event a complaint can not be resolved it becomes a grievance; a formal grievance process can be initiated. Patient Relations is dedicated to resolving concerns before they reach this stage.

¹Reciprocal Beneficiary, as defined by 15 V.S.A. § 25: 1301-1306, is two eligible persons who have established a relationship under this chapter, who may receive the benefits and protections, and be subject to the same responsibilities, that are granted to spouses, as defined by the statute. Full copy of statute on file in PR & RM Depts