Patient Complaint and Grievance Information

At Mercy Hospital Grayling we believe in creating a culture that embraces quality, patient safety, and service satisfaction. In order to ensure that we continue to provide quality care here at Mercy Hospital Grayling, we offer you the opportunity to express your concern and if necessary, file a grievance with our organization if you are somehow unsatisfied with the care that you, your family or friend may have received.

Complaint:
A complaint is an issue or problem regarding an experience at Mercy Hospital Grayling. A complaint may be filed with any hospital associate or by contacting the hospital at (989) 348-0401. You can also contact the hospital through the main switchboard at (989) 348-5461.

A complaint will be investigated thoroughly by the unit/department in which the complaint arose. You will be given a written response to your complaint within seven (7) business days. Should your concern require a lengthier investigation, you will be notified of the need for an extension.

Grievance Process:
If you are unsatisfied with the results of the investigation into your concern, you may then request to file a formal grievance with Mercy Hospital Grayling. A grievance is a complaint that you feel has not been satisfactorily resolved by the hospital. You may request further review by the Mercy Hospital Grayling Grievance Council. Please know, your issue or problem must first be investigated at the complaint level before filing a formal grievance.

A formal grievance may be filed by contacting the hospital at (989) 348-0401. You can also contact the hospital through the main switchboard at (989) 348-5461. You will be asked to complete a Complaint Review Request form detailing your concern. Upon receipt of your completed form, it will be forwarded to the Grievance Council for review. You will not be asked to appear in front of the Grievance Council, unless the council deems it necessary. The council will review and determine a resolution to your grievance. A decision will be made within one week of receipt of the Complaint Review Request form, or if additional time is needed for the council to convene or to gather additional information, you will receive an update as to the progress of the grievance process. Once the determination has been made, you will receive written notice of the resolution.

If you have any questions about the process, please do not hesitate to contact the hospital at (989) 348-0401. All questions or concerns are taken seriously and will be investigated.

You may also contact the Michigan Department of Consumer & Industry Services, P.O. Box 30664, Lansing, MI 48909, phone (517) 373-9196.

For Medicaid Complaints, Department of Attorney General, Health Care Fraud Division, PO Box 30218, Lansing, Michigan 48909, (800) 242-2873.

You may also contact the Joint Commission by:
Email at complaint@jointcommission.org
Fax: Office of Quality Monitoring (630) 792-5636
Mail: Office of Quality Monitoring, The Joint Commission, One Renaissance Bouvelard, Oakbrook Terrace, IL 60181

If you are a Mercy Hospital Grayling patient and have a compliment, concern, or complaint, please contact one of our Patient Liaisons.

We welcome your comments and suggestions about this Web site.