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Patient Grievances

Patient Concerns, Complaints or Grievances

What do I do if I have a concern or complaint about my care?

If you have a concern or complaint, we want to help. Please let us to try to address your concern first. We want to solve your problem as quickly as possible.

For concerns or complaints, please follow these steps:

  1. Tell your nurse or doctor about your concern.
  2. If you do not feel comfortable about talking with your nurse or doctor, ask to speak with the Clinical Coordinator or manager on your patient care unit.
  3. If you think that the issue has not been resolved, ask to speak with a Patient Representative. He/she is available Monday-Friday from 8:00-4:30pm.
  • During business hours you may contact the Patient Representative at 720-321-0490
  • After hours and on weekends, contact the hospital operator by dialing "0" or 720-321-0000 and ask to speak with the Nursing Supervisor

If we were unable to resolve your concern, here are some extra steps you may take.

If we cannot work out your concern or complaint in a timely manner, we will take extra steps. At these times a complaint becomes a formal grievance. This process takes longer and has several steps:

  • The Patient Representative will study your grievance.
  • He/she will listen to and evaluate the facts presented by all parties.
  • There will be a decision. This takes an average of 7 days.
  • You will receive a written report regarding our decision about your grievance that will include:   
    1. Steps taken to study your grievance
    2. Results of the review of the grievance
    3. Date of the review
    4. Name and contact information of someone you can speak with about your grievance
    5. Steps we can take on your behalf or that you can take to request additional review within St. Anthony Hospital and/or an outside organization.

If you are not satisfied with the Patient Representative's report.

  • You may ask for a review by hospital leaders, who will study the grievance.
  • An assigned leader will let you know their decision within 10 business days.
  • If their review will take longer than 10 business days, they will let you know when you can expect to receive an answer.

If you are not satisfied with the Leader's report.

  • At your request, if you believe your complaint has still not been addressed, the St. Anthony Hospital Patient Representative can help you send your complaint to the departments below:
    • The Colorado Department of Public Health and Environment, Health Facilities Division (CDPHE)
    • The Joint Commission
    • The Colorado Board of Medical Examiners, if your complaint is about a physician
    • The State Board of Dental Examiners, if your complaint is about a dentist
    • The Colorado Podiatry Board, if your complaint is about a foot doctor
  • If you send your complaint to CDPHE: when they receive your grievance they will notify you in writing that they have started their investigation. You should receive a follow-up report from CDPHE.

    Colorado Department of Public Health and Environment (CDPHE)
    Health Facilities Division
    4300 Cherry Creek Drive South
    Denver, CO 80246-1530
    303-692-2904

Complaints Posted on Social Media Websites

Posts on social media websites like Facebook are not grievances. If you post a complaint on a social media website, including St. Anthony Hospital's Facebook page, we will respond with contact information for our Patient Representative.

Patient Account and Billing Issues

Generally, patient account and billing issues are not grievances. For help with patient account and billing issues, call Centura Patient Financial Services at 888-269-7001.

Mental Health or Behavioral Rights Complaints or Grievances

  1. Tell your nurse or doctor about your concern.
  2. If you do not feel comfortable about talking with your nurse or doctor, ask to speak with the Clinical Coordinator or manager on your patient care unit.
  3. If you think that the issue has not been resolved, ask to speak with a Patient Representative. He/she is available Monday-Friday from 8:00-4:30pm.
    During business hours you may contact the Patient Representative leaving a message on the patient representative line, 720-321-0499.
    After hours and on weekends, contact the hospital operator by dialing "0" or 720-321-0000 and ask to speak with the Nursing Supervisor
  4. Complaints or Grievances may also be submitted to the Colorado Department of Public Health and Environment, and/or the Colorado Division of Mental Health Services, or the Legal Center Serving Persons with Disabilities.

    Administrator, Grievance Board
    1560 Broadway, Suite 1340
    Denver CO 80202
    303-894-7766

    Colorado Division of Behavioral Health
    3824 West Princeton Circle
    Denver, CO 80236
    303-866-7400

Non-Discrimination Statement
Centura Health complies with the Civil Rights Act of 1964 and Section 504 of the Rehabilitation Act of 1973, and no person shall be excluded from participation in, be denied benefits of, or otherwise be subjected to discrimination in the provision of any care or service on the grounds of race, religion, color, sex, national origin, sexual preference, ancestry, age, familial status, disability or handicap.

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