It is the policy of Rutland Regional Medical Center to encourage patients, parents, legal guardians, immediate family members, civil union partners or reciprocal beneficiaries1 to express concerns. Concerns are consistently addressed in a timely, respectful manner.
How to File a Concern
Concerns may be received from patients, family members, visitors, or outside agencies and may be received in person, by telephone, letter, or electronically.
- By Mail: Rutland Regional Medical Center, Patient Experience, 160 Allen Street, Rutland, Vermont 05701
- By Email: firstname.lastname@example.org
- By Phone: 802.772.1978 or 802.772.2819
- In Person: Christine M. Perry, CPhT, Patient Experience Specialist, OR Todd Muscatello, NREMT-P, Patient Experience Specialist, 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 (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 Experience Department at 802.772.1978 or 802.772.2819. 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 800.994.6610 or email at email@example.com. In addition to the hospital’s complaint/grievance procedures patients who have concerns may contact the following agencies:
- Vermont’s Health Care Advocate (HCA) HelpLine is a free resource available to help all Vermonters solve problems related to health care. This resource website provides information on how to file complaints outside of the hospital.
- 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 1.888.700.5330 (toll-free in Vermont) or 802.241.0480 or write to them at HC 2 South, 280 State Drive, Waterbury, VT 05671-2060.
- 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 concern 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
- 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 (800.439.8683 or 802.828.2673)
- Peer Review Organization (PRO) for Vermont Northeast Health Care Quality Foundation: 15 Old Rollinsford Road, Suite 302 Dover, NH 03820-2830 (800.772.0151)
- Department of Disabilities, Aging and Independent Living Division of Licensing and Protection: HC 2 South, 280 State Drive, Waterbury, VT 05671-2060 (802.241.0480 or 1.888.700.5330)
- 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 cannot 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.