A Resource to Handle Patients’ Concerns
If Your Concern Needs Further Attention
If you are not satisfied with the Patient Advocate’s response to your concern, you may file an appeal through the hospital grievance process. A patient’s or patient representative’s written request for an appeal review should include a description of the specific concern, detail of dissatisfaction with the current response, as well as a specific statement of what you would like to attain from the appeal review. The Grievance Committee will conduct an appeal review of the actions taken in response to your concern as soon as possible, and within thirty (30) days of receipt of a written request. Send correspondence to: OSF Saint Anthony’s Health Center, Patient Advocate, 1 Saint Anthony’s Way, Alton, IL 62002-0340.
While most grievances can be resolved directly with the hospital, you may directly contact the Illinois Department of Public Health (IDPH). The address and phone number of IDPH is Illinois Department of Public Health, 525 West Jefferson, Springfield, Illinois, 62761, or phone 1-217-782-4977, 1-800-447-6404 (TTY), or Hotline 1-800-252-4343.
You may also contact The Joint Commission directly at (800) 994-6610 without first filing a grievance with the hospital. Written correspondence can be sent to Joint Commission Office of Quality Monitoring, One Renaissance Blvd, Oakbrook Terrace, IL 60181.
The patient has the right to file a grievance with the hospital's Medicare Quality Improvement Organization (QIO) regarding a quality of care issue or premature discharge. Medicare patients may contact: KEPRO (the Medicare Beneficiary Helpline for the state of Illinois) toll-free at: (855) 408-8557. TTY users should call (855) 834-4776. Mailing address: 5201 West Kennedy Boulevard, Suite 900, Tampa, Florida 33609, Attention: Beneficiary Complaints.
To assist Illinois Medicare consumers, KEPRO provides a toll-free contact number: 1-855-408-8557, where experienced team members are available Monday through Friday from 9:00 a.m. to 5:00 p.m. and from 11:00 a.m. to 3:00 p.m. on Saturday, Sunday, and holidays in all local time zones. Outside of normal business hours, a beneficiary can leave a message at KEPRO’s toll-free numbers 24 hours a day, seven days a week. Translation services are available for beneficiaries and beneficiary caregivers who do not speak English. For additional information, visit www.keproqio.com .