Compliments & Concerns

Share a Compliment

How are we doing? We hope we've done a great job taking care of you and your family. If you agree, there are many ways in which you can extend a compliment to an individual staff member, volunteer or to a department.

• Use the Contact Us form and selecting the option to "Share a Compliment" for general compliments
• Send us a letter with your compliment! Letters can be sent to:
  • Rutland Regional Medical Center
    Attn: Patient Relations
    160 Allen Street
    Rutland, VT 05701
• Petal Award: This award offers our patients and visitors the opportunity to recognize an employee for excellence in patient care environment. If you had a great experience with an employee and want him/her to be considered for this award, please complete the Petal Award nomination form
• DAISY Award: If you have a nursing-focused compliment, consider nominating the nurse in question for a DAISY Award for Extraordinary Nurses. More information about this award and the DAISY Award nomination form can be found here

Compliments received are shared with the staff member and department, because we know it's important to receive feedback about the good things we do.

To File a Complaint

If you have a concern about patient care, safety, or an overall experience, you are encouraged to contact the hospital’s Patient Relations department.

• By Mail: Rutland Regional Medical Center, Patient Experience, 160 Allen Street, Rutland, Vermont 05701
• Using our Online Form: Contact Us (select the option "Share a Concern")
• By Email: concerns@rrmc.org
• By Phone: 802.772.2819
• In Person (by appointment): Call or email Patient Relations to request an in-person appointment

Once Patient Relations receives a concern or complaint, a trained Patient Experience Specialist will work closely with hospital and departmental leaders to address the concern in a timely manner. Depending on the issue reported, a resolution may be immediate, or a thorough quality review process might be undertaken to help us achieve an understanding of the events leading to the concern. Patient Relations will follow up with you over the phone, in person, or in writing, typically within 10 business days. You will be informed of any delays. All complaints will be treated respectfully and in a professional manner.

If you are not satisfied with our response to your complaint an appeal may be made to the hospital and/or the hospital’s licensing agency.

Appeals to the hospital must be submitted in writing within 30 days of your grievance conclusion notification. A multi-disciplinary team will review the merits and details of your appeal and mail you a final decision on behalf of the hospital within 30 days of receipt and acknowledgement of your appeal, unless you are informed of a needed extension.

For Civil Rights Concerns: If you have concerns regarding potential discrimination or wish to file a civil rights grievance, please contact the Patient Relations department at 802.772.2819.

For Privacy Concerns: Read Rutland Regional's Privacy Policy

Other Channels for Resolution of Concerns and Complaints

You may also lodge a grievance with the following governmental agencies and accrediting organization regardless of whether you have first used the hospital’s complaint process.

Concerns About Quality or Safety
The Joint Commission
Office of Quality and Patient Safety
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
1.800.994.6610
www.jointcommission.org, use the “Report a Patient Safety Event” link.
Note: Reports of patient safety events to The Joint Commission must include the healthcare organization’s name, street address, city and state.

Hospital Regulatory and Licensing Complaints
Vermont Department of Disabilities
Aging and Independent Living
Division of Licensing & Protection
HC 2 South, 280 State Drive
Waterbury, VT 05671-2060
Phone: 1.888.700.5330
Fax: 802.241.0383

Reports of Abuse of Vulnerable Adults
Vermont Department of Disabilities
Aging and Independent Living
Division of Licensing & Protection
Adult Protective Services Intake
HC 2 South, 280 State Drive
Waterbury, VT 05671-2020
800.564.1612

Complaints About Licensed Health Care Professionals Other Than Physicians and Physician Assistants
Vermont Secretary of State
Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802.828.1505

Complaints About Physicians and Physician Assistants
Vermont Department of Health
Vermont Board of Medical Practice
280 State Drive
Waterbury, VT 05671-8320
802.657.4220
AHS.VDHMedicalBoard@vermont.gov

Civil Rights or Privacy or Security of Health Information (HIPAA) Complaints
Centralized Case Management Operations
U.S. Department of Health and Human Services
200 Independence Avenue S.W.
Room 509F HHH Bldg.
Washington, D.C. 20201
Phone: 1.800.368.1019
Email: OCRComplaint@hhs.gov; OCRMail@hhs.gov
Complaint Portal: https://ocrportal.hhs.gov/ocr/portal/lobby.jsf