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Complaint/Grievance Process

As a patient of Centra Southside Community Hospital, you and your family have the right to express concerns or complaints which arise during your hospitalization. If you or your family choose to file a complaint, at no time will the action compromise your access to care. In the event that you decide to report a concern or complaint, the following steps are to be taken:

  1. Notify a hospital employee of your complaint. This employee may be a member of the nursing staff, a department director, or whomever you feel comfortable with in discussing your concern. If your complaint cannot be resolved promptly, that employee will complete a hospital complaint form. If you decide to submit a complaint in writing, you may do so. Again, you may submit your written complaint to any hospital employee.
  2. The complaint will be forwarded to the appropriate Supervisor, Department Director, Medical Staff representative, Risk Manager, or Administrative personnel for review.
  3. A member of the hospital's management team may contact you to discuss your complaint.
  4. If you file a written complaint, you will receive a written response addressing the resolution of your complaint. On average you should receive this within 7 days of filing your complaint.
  5. If you are insured by Champus or Medicare and have concerns regarding the quality of your care or about premature discharge, you have the right to have these issues addressed by a peer review organization. If you would like to request a peer review, you may notify the Virginia Health Quality Center at 800.545.3814.

You have the right to address your concerns with the State Survey Agency even if you have already filed a hospital complaint. The name, address and number for this agency is:

The Office of Licensure and Certification
3600 Centre - Suite 216
3600 Broad Street , Richmond, VA 23230-4920 phone: 804.367.2102

You also have the right to contact the Joint Commission on Accreditation of Healthcare Organizations (JCAHO) for concerns about the quality or safety of care within our organization that cannot be resolved by following the above process. You may contact JCAHO through the following means:

email:  This email address is being protected from spambots. You need JavaScript enabled to view it.  
phone: 1.800.994.6610

Although your health care record is the physical property of the hospital, the information contained in the record belongs to you. If you believe that your privacy rights have been violated, you can file a complaint by following the steps listed above.

It is the intent of Centra Southside Community Hospital to provide quality care to all of our patients and their families. We encourage you to discuss any issues or concerns with our staff.