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Complaints Grievances

Heart of the Rockies Regional Medical Center’s grievance procedure

Heart of the Rockies Regional Medical Center (HRRMC) has adopted a patient complaint/grievance procedure providing for prompt and equitable resolution of complaints. Our Risk Management Department has been designated to coordinate the grievance process of HRRMC and its outlying clinic facilities.

All patients have a right to express concerns or complaints about their care without fear of discrimination or reprisal, and to receive a prompt and courteous response whereby, should complaints/grievances arise, they will be investigated and resolved in a satisfactory and timely manner.

A complaint may be submitted in writing or by calling (719) 530-8202.

Please provide the following information:

  • Name
  • Address
  • Phone number of the person filing the complaint
  • Name of patient
  • Date and details of complaint

The complaint may be submitted to the main reception desk at HRRMC or mailed to:

  • Grievance Officer
    HRRMC
    P.O. Box 429
    Salida, CO 81201

A full investigation by appropriate staff will be conducted in a timely manner with feedback provided to the person filing the complaint (as outlined in ADM-1025 Patient Complaint/Grievance Policy and Procedure).

HOSPITAL COMPLAINTS

A patient grievance can be filed with the hospital and/or a patient may pursue other remedies that may include filing the complaint with one of the following agencies:

  • Health Facilities Division
    Colorado Department of Health and Environment (CDPHE)
    4300 Cherry Creek South
    Denver, CO 80222-1530
    (303) 692-2000 or (800) 886-7689

  • Quality Improvement Organization (QIO)
    KEPRO
    Rock Run Center, Suite 100
    5700 Lombardo Center Dr.
    Seven Hills, OH 44131
    (844) 430-9504 (Toll-free)
    Fax: (844) 878-7921

Nurse and physician related complaints

Physician complaints can be filed with the Colorado State Board of Medical Examiners by calling (303) 894-2430.

Patients may file a nurse-related complaint with the Department of Regulatory Agencies (DORA):

  • 1560 Broadway, Suite 110
    Denver, CO 80202
    (800) 866-7675 or (303) 894-7855
    Toll-free fax (303) 894-7885.

Discrimination complaints

Any patient who believes they have been discriminated against based on a disability under Section 504 of the Rehabilitation Act of 1973, may contact HRRMC's Section 504 Coordinator Compliance Officer at (719) 530-2214, or the hotline (719) 530-2245.

A written complaint related to Section 504 may be filed with the:

  • Office for Civil Rights (OCR)
    Department of Health and Human Services
    999 18th Street, South Terrace, Suite 417
    Denver, CO 80202
    (303) 844-2024, TDD (303) 844-3439, FAX (303) 844-2025
    Hotlines: (800) 368-1019 voice, TDD (800) 537-7697

Submit a complaint through The Joint Commission

Online: https://apps.jointcommission.org/QMSInternet/IncidentEntry.aspx

Mail: download form from https://www.jointcommission.org/-/media/tjc/documents/resources/patient-safety-topics/report-a-safety-concern-by-mail-rev-9-20-2021.pdf

Click here for HRRMC's Nondiscrimination and Accessibility Statement.