ESRD Network 13


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Patient Page

ESRD Network 13 is dedicated to provide up-to-date information for patients with ESRD and their families. The links provided on the left column should navigate you to this information.

Important Information

Patients only toll free: 1.800.472.8664

Dialysis Facility Compare (DFC) Web Site
DFC website provides important information and resources for patients and family members who want to learn more about chronic kidney disease and dialysis. Provides Database-search for All Medicare Approved Facilities in the United States.

1. Patient Information
2. Patient Advocacy Committee (PAC)
3. Dialysis Facility Search
4. Patient Support - Education / Events
5. FDA - Patient Safty News (New)
6. Grievance Policy
7. Vocational Rehabilitation
8. Patient Educational Resources Posted 10/19/2007
9. Link to Medicare Part D Resource Web Page (New)
10. Link to Patient Newsletter Web Page
11. Hospice Payment System fact Sheet Posted 2/4/2008 (New)

12. Facility Posted Posters

Patient Information

What to Ask Dialysis Care Providers

What to Ask About Dialysis Centers

Patients' Rights and Responsibilities

Decreasing Dialysis Patient-Provider Conflicts (DCP) http://www.esrdnetworks.org/dpc.htm

CDC- Guideline for Vaccinating Kidney Dialysis Patients.
http://www.cdc.gov/vaccines/pubs/downloads/b_dialysis_guide.pdf Posted 8/10/2007 (New)

PAC MISSION STATEMENT
The mission of the Patient Advisory Committee is to express the opinions of the ESRD patient population of Network 13 serving the states of Arkansas, Louisiana and Oklahoma. PAC members represent the ESRD patient population by actively participating in Network duties designed to promote quality care.

What is the Patient Advocacy Committee?
By Heather Powell, Former PAC Member
The Patient Advocacy Committee (also known as the PAC) is made up of kidney patients and caregivers from Network 13 and was started in the early 1990’s. Network 13 covers the states of Louisiana, Oklahoma, and Arkansas and has one main clinical board, the Medical Review Board (MRB). Under the MRB there are the Grievance, Patient Advocacy, and Quality Improvement subcommittees made up of patients and professionals. We get our directives from the Centers for Medicare & Medicaid Services (CMS) and work with the facilities that provide care to kidney patients.

The PAC desires to bring about positive changes in the quality of care that those living with kidney disease receive. PAC Mission statement: “to express the opinions of the ESRD patient population of Network 13 serving the states of Arkansas, Louisiana and Oklahoma. PAC members represent the ESRD patient population by actively participating in Network duties assigned to promote quality care”. The PAC promotes positive improvements in the quality of care by being a “voice” for all patients. As patients, members serve on different committees so that there is input by patients as educational tools are being developed, quality of care issues occur, and regulations change. PAC members help to keep the kidney patient perspective in mind. In essence, members want to advocate for your concerns and issues regarding your care.

The committee focuses on the Kidney Koncerns newsletter, as a means to communicate important information to you. The educational articles, surveys, and helpful tips are designed with you in mind. Write in and tell us your issues, opinions, and successes. We would love to hear your story! PAC members speak at Network 13 conferences and other meetings to present a “patient’s perspective” to the professionals that provide your care. The PAC also provides feedback on Quality Improvement activities and the impact on patients. Committee members review patient education materials utilized in the Quality Improvement activities.

The PAC has the task of providing input to Network 13 and the MRB on the concerns and needs of kidney patients. While we are patients ourselves, everyone is different and we understand this. If you have a concern or need, please write or call and let us know. It truly is our desire to serve everyone’s interests. We want to make your life smoother by improving the quality of care that you receive.

If you are interested in being considered as a PAC member, contact us.
Toll free: 1-800-472-8664
Email: jwinn@nw13.esrd.net
Mail: 4200 Perimeter Center Dr Ste. 102 Oklahoma City, OK 73112-2314

We hope to have an impact on positive changes in the care that all kidney patients receive and make lives better for one and all. Your voice can make a difference in the lives of others. Call or write and let your voice be heard!

PDF Version of PAC mission

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Searching for Facility in Network 13?

Grievance Policy

This grievance process is available to provide a method of consideration for concerns, complaints, or grievances of ESRD patient-consumers.

A COPY OF THIS POLICY SHOULD BE PLACED IN A LOCATION THAT IS EASILY ACCESSIBLE BY ALL PATIENT-CONSUMERS OF THE FACILITY. Facilities are required to document, in all patients' Long Term Programs (LTP), that a copy of this policy has been received and understood (with assistance if necessary) by the patient. It is the right of all ESRD patient-consumers to file a grievance when needed. Annually, facility staff should review this grievance policy with patients to ensure accessibility, understanding and receipt of revisions (if any).

All patients are encouraged to utilize the facility grievance resolution process prior to filing a grievance with the Network.

It is the policy of the ESRD Network 13 Grievance Committee to process all grievances in a timely, impartial and confidential manner.

STEPS OF THE GRIEVANCE PROCESS

If an ESRD patient-consumer has a concern, unanswered question, or complaint regarding his/her treatment or quality of care, the patient-consumer may exercise their right to file a grievance by following the steps listed here:

STEP 1 The patient-consumer should first address their question, concern, complaint or grievance to the person perceived as the source of the confusion or conflict. It is anticipated that most conflict will be
resolved in this step. If not resolved by direct communication at the source of the problem, or if the patient-consumer does not wish to address the other person involved, they may proceed to Step 2.

STEP 2 The patient-consumer may consult the facility Social Worker (or designee), explain the conflict and solicit the Social Worker's intervention as a conflict resolution mediator. It is the duty of the Social Worker to inform all involved parties of the conflict, collect information, conduct an investigation and interviews, and help facilitate a mutually agreeable resolution. If the patient-consumer wishes to remain anonymous, or appoint a representative as their spokesperson/advocate, the Social Worker should accommodate and protect the wishes of the patient-consumer.

STEP 3 The patient-consumer may consult the facility Administrator, explain the conflict and any resolution steps taken. The patient-consumer may request a meeting of all involved parties and solicit the assistance of the Social Worker or Administrator as mediator. A mutually agreed upon neutral party may also serve as a mediator. Notes of this meeting should be taken for documentation purposes.

STEP 4 The patient-consumer may choose to by-pass Steps 1, 2 and 3, and initiate a grievance directly to the Network 13 office. This step may be taken with or without the knowledge of the facility staff involved in the grievance. The grievance may be communicated by telephone or letter. A letter is preferred for the purpose of clear and unquestionable understanding. (If the patient-consumer wishes to maintain anonymity, it should be approached with the understanding that a full investigation may not be achieved.) Grievances should be addressed to: Chairperson

Medical Review Board
ESRD Network 13
4200 Perimeter Circle Drive, Suite 102
Oklahoma City, Oklahoma 73112-2314
or call 1-800-472-8664

GRIEVANCE COMMITTEE INTERNAL PROCESS

When a grievance is received at the Network office written notification must be sent to the complainant with fifteen (15) calendar days. It is incumbent upon the Grievance Subcommittee to conduct a professional, impartial, timely and thorough investigation. In some cases the Committee may also provide suggested resolution options and or request an Improvement Plan from the facility involved. A findings letter/report will be generated at the conclusion of all investigative activities. These findings will be forwarded to the complainant after the facility has been offered an opportunity to comment. The facility comment period may be up to thirty (30) days. The final findings report will be sent to the complainant accompanied by any comments provided by the facility. If the facility chooses to comment, the comments will be included in the findings report in the exact form and content received at the Network office. All Network Grievance Committee activities with the complainant will conclude within ninety (90) days of grievance initiation. If the facility is requested to submit an Improvement Plan, this activity may be on going as determined by circumstances of the case.

FACILITY OR OTHER SOURCE GRIEVANCES

Any facility complaint or complaint received from other sources in the renal community will be initiated as Complaints and handled informally utilizing conflict resolution techniques. If the matter cannot be resolved informally, a Grievance may be filed regarding the QUALITY OF MEDICAL/HEALTH CARE PRACTICES in any ESRD Network 13 facility by forwarding a letter to the Network office addressed to the Medical Review Board Chairperson. This letter should provide facts leading to the grievance.

Upon receipt of a Grievance letter as defined above, the Medical Review Board Grievance Subcommittee Chairperson, and/or other members of the committee as designated, aided by Network staff, will conduct an investigation to determine the validity of the facts noted in the Grievance letter. Based upon the determination of the Grievance Committee, aided by Network staff, a findings report or letter will be forwarded to the parties involved and recommendations regarding resolution options may accompany the findings report.

This policy WILL NOT address, intervene, apply or circumvent any Personnel Policies within ESRD facilities. Personnel issues or conditions of employment in ESRD facilities are separate and distinct matters, to be addressed through facility's internal processes.

This policy WILL NOT address facility complaints or grievances against patients. There are a host of other mechanisms in place to address such concerns: i.e. application of "Dealing With Challenging Situations," behavioral modification contracts, physician intervention, patient referral, patient transfer, patient "rotation" or patient service termination.

THOUGHTS ABOUT CONFLICT

Conflict occurs when the needs of someone are not being met. Conflict happens when there is a breakdown in communication; listening and talking. There can be many causes for this, from having a problem in communicating your needs, not listening closely, to feelings of being ignored. Conflict can occur over one situation or several situations. Creating a conflict may be the last option for the person in distress to be noticed. What may not seem important to one person can be very important to another.

As a professional do you truly listen to your patients and acknowledge their needs? Do you respond to your patients and inform them of progress or delays? Do you communicate and talk at a level that your patients understand? Do you have them summarize what is said to clear up any possible misperceptions?

As patients do you let staff know of needs you have? Do you ask staff for help when they are busy or when they have time to listen? Do you ask staff for a time to talk to you when both of you would not be rushed to discuss an important matter? Do you ask or demand help from staff?

Ask yourself "What is the real issue"? " How did this situation happen"? "What can be done to clear it up"?

STEPS TO RESOLVE CONFLICT

Never talk about a situation when angry, be in control.

Actively listen, repeat back what is said to avoid confusion.

Do not interrupt others when they are talking.

If the issue cannot be resolved in a short time (10 mins.) ask for help from others or stop. Try one more time. If you cannot resolve the issue get the social worker or administrator involved.

Use a mediator that both people agree on and accept their decision.

Write things down as this helps in easing feelings and helps people focus on issues not emotions.

Focus on the problem not the person or personality.

Be flexible

Do not leave a conflict unresolved so that resentment is created.

Every conflict has a solution if those involved want it.

Grievence Policy pdf-15Kb