The Patient Grievance Committee provides oversight to the processes set forth in Medical Center Policy No. 0070 (“Patient Concerns and Grievances”) and assures compliance with all other applicable laws and regulations. The Committee identifies trends and patterns in grievances and recommends corrective action when indicated. The Patient Grievance Committee reports matters of significance to the Quality Subcommittee of UVA Health Board.

Scope of Responsibility

The Patient Grievance Committee is responsible for the review, resolution, tracking, auditing, and reporting of all Medical Center patient grievances in accordance with the Medical Center Policy 0070 and CMS Guidelines.

The Chair(s) of the Patient Grievance Committee is responsible for monitoring and ensuring compliance with Medical Center Policy 0070.  The Medical Center Patient Grievance Committee shall have authority over the review of all Complaints and Grievances including the content of written responses and facilitation of weekly case reviews. 

Verbal or written grievances regarding abuse, neglect, patient harm, hospital compliance, quality of services, or Medicare beneficiary billing complaints related to rights must be reported to the Medical Center Patient Grievance Committee.

Complaints solely related to patient confidentiality, privacy and patient rights under Health Information Portability and Accountability Act (HIPAA) are not managed by the Grievance Committee.  Such complaints are referred to the Corporate Compliance and Privacy Office to be investigated and documented in accordance with HIPAA requirements.

Billing issues, unless there is also an associated expression of dissatisfaction regarding an aspect of the patient’s care or service, are referred to Patient Friendly Billing for resolution and tracking. If there is an associated expression of dissatisfaction regarding an aspect of the patient’s care or service, the issue shall also be handled as a complaint or grievance based on the definition of a grievance.  

 

The Patient Experience Officer is designated as the Section 1557 Coordinator.

The Grievance Committee Chair(s) and/or the Chief Quality and Performance Improvement Officer shall report to UVA Health Operating Board Quality Subcommittee as requested.  Data and information regarding patient grievances shall be utilized by administrative and clinical leaders to continually assess and improve patient care and services at the Medical Center. 

Committee Membership

Anderson, Joel

Inpatient Nursing

Bagley, Ann

Patient Representative

Barth, Denise

Quality and Performance Improvement

Bell, Bush

Patient Experience, Co-Chair

Blakey, Judy

Patient Representative

Boston, Rachael

Ophthalmology

Bowerman, Lindsay

Neurology Service Line Clinic Ops

Brady, William

Emergency Department

Burruss, Amber

UPG

Capone, Marianne

Social Work

Gauriloff, Leigh

Inpatient Nursing – 3 West

Gibson, McKensie

PFS Operations

Hill, Rebecca

Safety & Risk Management

Kane, Jennifer

Patient Representative

King, Georgina

Pediatrics - Battle

Marsh, Vickie

Patient Experience

Mashayekh, Trish

PFS Billing

McDaniel, Amber

PFS Operations

McGhee, Brent

Patient Financial Services

Phillips, Cathy

Emergency Services, Co-chair

Preti, Megan

Office of the CEO

Pulczinski, Mark

Revenue Cycle Operations

Sandridge, Grace

Pediatrics – 7 Acute

Skeen, Karen

Women’s & Children’s

Smith, Justlan

Corporate Compliance & Privacy

Verde, Regina

Corporate Compliance & Privacy

Young, Jeff

Surgery