How to Handle a Complaint or Grievance

Patient satisfaction is of the utmost importance to APS. Patients of APS have the opportunity to express any concerns, complaints or grievances regarding APS without being subject to coercion, discrimination, reprisal, or unreasonable interruption of treatment. Policies related to protecting the patient’s confidentiality are followed when a family member files a complaint. The following outlines how patients may express concerns and steps that will be taken by APS:

  1. Contact the Office of Quality Improvement to report the concern or complaint. The complaint will be thoroughly investigated by a clinical staff member of the Office of Quality Improvement.
  2. All comments made during the investigation are kept confidential.
  3. The Office of Quality Improvement will work with the individual to aid in resolving concerns.
  4. The individual will be notified of the completion of the investigation, along with recommended resolutions, as soon as possible, but no later than five working days from the time of the receipt of the complaint or grievance.
  5. If the results of the investigation or the suggested resolution is not acceptable to the patient, a written appeal may be filed with the Quality Improvement Committee.
  6. The results of the Committee’s deliberation will be shared with the patient as soon as possible but no later than thirty calendar days following the receipt of the appeal.
  7. If the patient continues to be dissatisfied with the recommended resolution, a second level of appeal, which is a Physician Review Panel, will be initiated.

Patients are notified of the results of the Panel’s deliberation through a written report as soon as possible but no later than thirty calendar days following the Panel’s receipt of the appeal. This is the final action that will be taken.

The Office of Quality Improvement
2868 Acton Road
Birmingham, AL 35243
1-800-609-9665