Grievances and Complaints
Virginia Premier Health Plan, Inc.(VPHP) has an established process to investigate member, practitioner and/or provider Quality of Care/Service grievances and evaluate for trends. Per our policy Quality of Care/Service Grievance Investigation the following definitions apply:
Grievance: An expression of dissatisfaction about any matter other than an "action." Possible subjects for grievances include, but are not limited to, the quality of care or services provided and aspects of interpersonal relationships such as rudeness of a provider or employee, or failure to respect the member's rights.
Quality of Care Grievance: An expression of dissatisfaction regarding the caliber of medical treatment rendered by a provider.
Quality of Service Grievance: An expression of dissatisfaction regarding how the member felt he/she was treated as a person. Also includes dissatisfaction related to lack of access to care.
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IN THIS SECTION
- Cultural Competency
- 20 Tips to Prevent Medical Errors
- Questions to Ask Your Doctor
- JCAHO National Patient Safety Goals
- Quality of Care Grievances / Complaints
- Quality of Care Investigations
- Sentinel Events