Filing a Complaint Against a Tennessee Health Care Facility or Provider
The state of Tennessee is graced with some of the finest health care professionals, educational institutions, postgraduate programs and health care treatment facilities in the United States. The majority of health professionals are competent, caring individuals. Most persons are satisfied with the level or quality of care they receive. However, when a problem is experienced with either a health care professional or health care facility, you have the right to report them. If you believe the practitioner or facility’s behavior or care is not acceptable, you may file a complaint with the Department of Health.
While the department of Health hopes that you will never have to file a complaint against a health care practitioner or health care facility, doing so is a simple matter. The steps have been outlined below:
Licensed and/or Certified Health Facilities:
When a problem is experienced with a specific licensed and/or certified facility, you should file your complaint with the Division of Health Care Facilities. You have two options for filing your complaint:
Centralized Complaint Intake Unit. You may phone your complaint to one of our medically trained staff by contacting Health Care Facilities, Complaint Intake Unit. The call will be toll free and phones are answered Monday through Friday, 8:00 a.m. – 4:30 p.m. Simply dial this toll-free number:
Mail your Complaint. You may contact the Department of Health, Division of Health Care Facilities at 1-877-287-0010 to request a complaint form or you may download a copy by clicking on the underlined complaint form above. Fill out the form as completely as possible and return it to us by mail at:
Division of Health Care Facilities
Centralized Complaint Intake Unit
665 Mainstream Drive, Second Floor
Nashville, TN 37243
Upon receipt of the complaint, the Division of Health Care Facilities’, Centralized Complaint Intake Unit staff will review the complaint and assign it a priority code according to the severity of the alleged violation. The complaint will be forwarded to the appropriate Regional Office for investigation. You will receive a letter from the Department acknowledging your complaint. Regional Office investigators may contact you for additional information, if deemed necessary. All complaints received are taken seriously and a thorough and fair evaluation under the law is conducted.
When a decision is reached, you will receive a letter from the Regional Office. The specific content of such letters varies depending upon the circumstances of the complaint. However, they are generally one of the following types.
- Sufficient evidence did not exist to warrant the Department to impose deficiency citations or penalties, but the facility has been investigated and has been informed of the concerns that lead to the complaint. The complainant’s name is confidential and not released to the facility.
- There was sufficient evidence to warrant the Department to impose deficiencies and/or penalties.
Although the Department may, upon request, be required by law to release basic information about a specific complaint, the name of the complainant, if known, is always kept confidential.