What To Do If You Have A Complaint

1. If an individual has a complaint regarding a safety issue or a quality of care issue, they are encouraged to speak to the manager who is in charge of the service area where the problem has occurred.

2. If the individual is uncomfortable in speaking to a manager, they may always contact our Customer Relations Representative to facilitate communication.
      • 580-421-4587
      • Extension 80021

3. If resolution is not possible at the manager level, the issue will be referred up through the chain of command.

4. If an individual is not satisfied with the response or action taken concerning a complaint, an appeal may be submitted to the Customer Relations Representative.  This appeal will be reviewed at the executive management level.
      4.1 If the individual is still not satisfied, a second level of appeal may be submitted to the Customer Relations Representative. This appeal will be reviewed by the Leadership Council.

5. If an individual feels that their complaint has been left unaddressed or if concerns cannot be resolved through the CNHS, the individual will be encouraged to contact the state authority and or Joint Commission.

Resolution of Complaints

• Patients, families, and the public can freely voice complaints and recommend changes without being subject to coercion, discrimination, reprisal, or unreasonable interruption of care, treatment, and services.

• Patients, families, and the public are encouraged to report concerns about safety.

• When an individual has any concerns about patient care and safety in the CNHS that has not been addressed, he or she is encouraged to contact CNHS management.

When a patient or family feels that a complaint regarding patient care and safety has been left unaddressed by the organization or cannot be resolved through the organization’s management and leadership, they may contact the Joint Commission:

• Phone: 1-800-994-6610 or 630-792-5636.
• E-mail: complaint@jointcommission.org.
• On-line: www.jointcommission.org/GeneralPublic/Complaint.
• Mail: Office of Quality Monitoring; The Joint Commission; One Renaissance Blvd., Oakbrook, Terrace, IL 60181

If an unresolved complaint involves services acquired through a state entity, the patient or family is encouraged to contact:

• SoonerCare Customer Service: 1-800-522-0310
• Medicare: 1-800-633-4227
www.medicare.gov