A grievance is a formal, written or verbal complaint that is filed by a patient, or their parent or guardian in the case of minors, when staff that is present cannot resolve an issue promptly. Issues should first be addressed with staff, the Patient Representative, and/or the patient’s physician. When the resolution to the patient complaint is not satisfactory to the patient, then the patient may file a grievance.

To file a grievance:

• The patient and/or family member is requested to contact the Patient Representative from a hospital phone dial “0”, or the service/unit manager during the evenings and weekends.
• The grievance may be filed in writing, in person, or by telephone. There is a Grievance Form available from the Patient Representative and/or the service/unit manager.
• Written notice of the status of the grievance process, including the name of the hospital contact, steps taken on behalf of the patient to investigate the grievance, and the results or status of the grievance will be shared with the individual filing the grievance within two weeks of the date of the filing.
• An appeal process may be initiated by the individual filing the grievance if the initial results are not satisfactory.
• Patients may also file a grievance with the Division of Facility Services as well as, or instead of, utilizing this grievance process. The telephone number to file a grievance with DFS is (800) 624-3004.
  
  The mailing address is:
  Division of Facility Services
  701 Barbour Drive
  Raleigh, NC 27603