Patients can call the Network office regarding grievances toll-free at 877-886-4435.

Patients who have concerns about their care are encouraged first to use their facility’s internal grievance process. Each facility is required to have a solution-focused process in place to follow. In cases where that may not be possible or where that has been tried and the resolution was unsatisfactory, patients may contact Network 14 by using the patient-only toll-free number, by email, or in writing.

The Network serves as an advocate, facilitator or educator when addressing patient grievances. The process involves an investigation, communication, and encouragement to all involved to work together toward an acceptable resolution.

All grievances presented to the Network will be evaluated immediately to determine if there is an immediate life-threatening situation. If it is determined to be life-threatening the grievance will immediately be forwarded to the State Survey Agency in your state and the Centers for Medicare and Medicaid Services (CMS) Regional Office. Certain other types of grievances involving safety or the condition of the facility itself are also referred to the State Agency.

What Network 14 Can and Cannot Do

We Can

• Investigate your grievance
• Educate the staff and/or you about issues related to the grievance
• Advocate for the rights of all patients
• Mediate difficult situations between you and facility staff
• Provide the location and/or contact information of other dialysis units and/or physicians
• Collaborate with patients who are having a hard time finding a dialysis facility
• Provide general information on Medicare ESRD Coverage
• Provide educational materials about ESRD and treatment options

We Cannot

• Direct a dialysis facility, transplant center, or physician to accept a patient
• Request that a specific staff member provide your care
• Change or get involved in facility personnel policies and procedures
• Assist with monetary compensation, payment of bills, or transportation arrangements
• Provide expert guidance on Medicare reimbursement issues
• Override State or Federal licensing/certification requirements