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MARC is required, by law, to investigate grievances that patients have about their dialysis or transplant facility.
What do I do if I have a grievance?
Will the dialysis or transplant facility know that I have filed a grievance?
Will the staff at the dialysis or transplant facility treat me differently if I file a grievance?
What do I do if I have a grievance?
- Try to address your complain with the social worker, director of nursing, or administrator first. If you are not satisfied with that, move to step 2.
- Call MARC at its toll-free patient telephone number: 866.651.6272. MARC will try to intervene with the dialysis facility to find a resolution that is satisfactory for the dialysis facility and you.
- If that is not successful, you may file a formal, written grievance. Download the Patient Grievance/Complaint form (PDF). This form may be printed, completed, and returned to the Network office for processing.
- If you file a formal, written grievance, the Network will ask the medical director of the facility to address the complaint(s). MARC's Medical Review Board will assist with the grievance process.
To find out more about MARC's grievance policy, download the Patient Grievance Policy Brochure (PDF). It also contains a list of patient rights and responsibilities.
Will the dialysis or transplant facility know that I have filed a grievance?
It is up to you to decide whether to allow MARC to release your name to the dialysis unit. MARC can process anonymous grievances. Sometimes it is more difficult to gather information if the grievance is anonymous, but MARC will inform you if that is the case.
Will the staff at the dialysis or transplant facility treat me differently if I file a grievance?
Federal law makes it illegal for a dialysis facility to retaliate against a patient for filing a grievance. MARC's goal in the grievance process is to find a resolution that is satisfactory to you and to the dialysis or transplant center.
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