Patient Grievance Process

We value your experience and want to address any issues promptly and fairly. A grievance is a formal complaint about the quality of care, services, staff behavior, billing (e.g., sliding fee disputes), privacy, or other aspects of your visit. This process is part of our Quality Improvement/Assurance program and is confidential under HIPAA.

Note: For discrimination-related grievances (e.g., based on race, age, disability), please refer to our Nondiscrimination Policy, which has a specific filing process.

Distinction Between Complaints and Grievances

  • Complaint: A minor issue (e.g., long wait times, scheduling errors) that can often be resolved on the spot by speaking to staff or a manager.

  • Grievance: A serious concern (e.g., quality of medical care, denial of services, privacy violations, or dissatisfaction with resolution of a complaint) requiring formal investigation. All are handled without fear of retaliation or impact on your care.

How to File a Grievance

  • In Person: Visit us at 927 N Citrus Ave, Crystal River, FL 34428, and ask for the Grievance Coordinator or QI Director.

  • Phone: Call 352-404-5588 (available 24/7; after-hours service for emergencies).

  • Mail: Send to Citrus County Rural Health, Attn: Grievance Coordinator, 927 N Citrus Ave, Crystal River, FL 34428.

  • Email: Submit to [email protected]

  • Online: Use the form below (anonymous option available, but providing contact info helps us follow up).

  • Assistance: If you need help filing (e.g., language translation, disability accommodations), contact our HR team at 352-565-7342.

What Happens After You File

  • Acknowledgment: We’ll confirm receipt within 3-5 business days via your preferred method (phone, email, mail).

  • Investigation: Our QI/QA team, led by the designated overseer, will review your grievance. This may include interviewing you, staff, and reviewing records (with your consent where required). Clinically-related issues will be assessed by licensed professionals.

  • Timeline: A written response with findings and actions (e.g., policy changes, staff training) within 30 days. If more time is needed, we’ll notify you.

  • Appeals: If unsatisfied, appeal to the CEO/Project Director within 10 days. Final appeals go to the governing board.

  • Tracking: All grievances are documented, analyzed for trends, and incorporated into quarterly QI/QA assessments to improve services.

  • Confidentiality: Protected under HIPAA; shared only as needed for resolution or legal requirements.

Your Rights and Assurances

  • No impact on care: Filing won’t affect your treatment, access to services, or sliding fee discounts.

  • Non-discrimination: We comply with civil rights laws (Title VI, Section 504, ADA).

  • Patient safety focus: Grievances help us address adverse events and enhance quality.

  • FTCA Notice (Required for FQHC LaLs): This health center receives HHS funding and has Federal Public Health Service (PHS) deemed status with respect to certain health or health-related claims, including medical malpractice claims, for itself and its covered individuals.

Links to: Patient Rights, Privacy Practices (HIPAA Notice), Sliding Fee Program.

External Resources for Escalation

If unresolved internally:

  • HRSA/Bureau of Primary Health Care: Call 877-464-4772 or file via HRSA Contact Form.

  • Florida Department of Health: File a complaint at Florida Health Care Complaint Portal or call 888-419-3456.

  • Agency for Health Care Administration (AHCA): For facility complaints, use AHCA Complaint Form or call 888-419-3456.

  • HHS Office for Civil Rights (OCR): For discrimination/privacy, file at OCR Portal.

  • Medicare/Medicaid: Call 1-800-MEDICARE or your state agency.

  • Other: Joint Commission (if accredited) or local patient advocacy groups.

Grievance Form

Downloadable version available here
Preferred Contact:

If Filing for Someone Else:

Grievance Details