Grievances & Concerns

How the Grievance Process Works

Any patient, or their representative, may file a grievance verbally or in writing, at any First Circle location, or by phone or mail. Here is what happens after you file one:

1. Any patient (or their representative) may file a grievance verbally or in writing, at any First Circle location, or by phone or mail.
2. Front desk and clinical staff accept grievances without requiring the patient to justify why they are complaining, and without any negative impact on the patient care.
3. Every grievance is logged using the Patient Grievance Form within 1 business day of receipt.
4. The QI/QA Lead (or designee) reviews the grievance, investigates as needed, and documents findings.
5. The patient receives a response, verbal or written, within 14 calendar days of the grievance being filed, including the outcome and any corrective action taken.
6. All grievances and their resolutions are logged and reviewed as part of the quarterly QI/QA assessment, to identify any patterns requiring a change in services.
7. Grievances involving patient safety or a potential adverse event are escalated immediately to the Medical Director, in addition to following this process.

Outside Agencies You Can Contact

If you would rather raise a concern outside of First Circle Medical Center, or if you want to escalate a concern after going through our process, the following agencies can help.