Southern New Mexico Surgery Center is a multi-specialty center, providing excellent care to all of our patients. Click here to learn more about the various programs.
Patient and Visitor Info
Who wants to go to a hospital? We provide an alternative to a hospital stay that can be uncomfortable and disruptive to one's routine. Click here to learn more.
PURPOSE: To ensure a process for the documenting the existence, submission, investigation, and disposition of patients written or verbal grievance to the ASC.
TYPES: All alleged violations, grievances relating but not limited to mistreatment, neglect, verbal, mental, sexual, or physical abuse will follow the below protocol.
RECEIVING GRIEVANCES The Facility Administrator or designated individual will be responsible for initiation of the process for all patient grievances once made aware.
Incident Report: An incident report for every grievance will be written.
GRIEVANCE PACKET: If the facility is notified directly, the patient and or representative will be given a "grievance packet" which includes the policy and a patient grievance form by the Facility Administrator or designated individual.
PATIENTS RIGHT TO FILE: Patients have a right to file complaints with the Facility administrator and with the government. These governmental facilities may be accessed directly without notification to the Facility Administrator. Employees of the Surgery Center must act cooperatively with patients who wish to file a complaint. The Surgery center cannot intimidate, threaten, coerce, or take any retaliatory acts against the patient for filing a complaint with the Surgery center and/or government. To report formal grievances directly:
NM Department of Health
New Mexico Medical Review Association (for Medicare beneficiaries)
To learn more about The Office of the Medicare Ombudsman's (OMO) or go to:http://www.medicare.gov/Ombudsman/activities.asp
INVESTIGATION: An investigation of all electronic, clinical records, and employee and or medical staff interviews and any other pertinent information if required will be completed which will include recommendations for changes or actions taken.
LOG: A log will be maintained with a reference number, patient name, date, brief description of grievance, patient response, and changes that occurred in order to assess for trends or patterns.
Reporting of Incident Internally: 1. Only substantiated allegations will be reported to the state authority and or the local authority. 2. Facility Administrator 3. Medical Director 4. Quality Improvement 5. Governing Board
REPORTING OF INCIDENT OUTCOME TO PATIENT/ REPRESENTATIVE OR SURROGATE: After filing a grievance you may expect an written acknowledgement of the grievance and a written response within 30 days to include:
• The name of a contact person
• The decision of the Surgery Center
• The steps taken to investigate your grievance
• The results of the grievance
• Any changes implemented resulting from investigation for Quality improvement
• Date the grievance process was completed
News & Media
Southern New Mexico Surgery Center is a 2012/2013 National APEX Quality Award Winner.