Our goal is to provide the best patient care. If at any time you have questions or concerns about the quality of care that you or a family member are receiving or have received at one of our facilities, do not hesitate to speak with your nurse or nursing supervisor. If you feel that your issue wasn’t resolved, please ask for the House Supervisor. Appalachian Regional Healthcare System seeks to provide prompt review and timely resolution of concerns from its inpatients and outpatients.
For complaints about quality of care, contact the Risk Management Department at (828) 263-1207
In addition, you have the right to file a complaint or concern with either or both:
|The NC Division of Health Service Regulation
Complaint Intake Unit
2711 Mail Service Center
Raleigh, NC 27699-22711
|Office of Quality and Patient Safety
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
Resolution of Conflicts
Although conflicts are often a part of life, they can add to the stress you feel when you or a loved one is hospitalized. At ARHS, our job is to:
- anticipate potential care-related conflicts and eliminate them
- work with you to resolve conflicts quickly and considerately
While we strive to meet and exceed the expectations of our patients, staff, physicians and visitors, at times we may fall short. An important value at ARHS is receiving, responding to and resolving all complaints in a courteous and timely manner. Your feedback helps us to improve our care and delivery systems.
If you have a complaint, you may speak with any facility employee or volunteer, and he or she will initiate the complaint process. If the individual can resolve the problem, he or she has the authority to do so. If not, your concerns are forwarded to the appropriate department manager, and if necessary, to hospital administration.
How are we doing?
Our goal is to provide excellent patient care at all of our facilities. We take every concern that you share with us seriously and will use it as an opportunity to review and improve the care that we provide.
If you have any concerns related to you or your family member’s care, we encourage you to discuss them with your doctor or nurse while you are under their care. You may also contact the risk manager at (828) 263-1207 or contact us online.
You also have the right to contact outside regulatory agencies if you have concerns. The contact numbers are:
- NC Division of Health Service Regulation Complaint Intake Unit – 1 (800) 624-3004
- The Joint Commission – 1 (800) 994-6610
All ARHS facilities have an ethics committee available to give you support and guidance when you are faced with difficult decisions about medical care and treatment issues. These committees do not tell you what you should do, but help affected parties look together at a larger situation and consider all feasible alternatives. Below is a list of how to contact the ethics committee and your location:
Charles A. Cannon, Jr. Memorial Hospital
(828) 737-7596 – request to speak with a care manager
Watauga Medical Center
(828) 262-4100 – request pager number 1400