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Patient Grievances

Grievance Procedure

Hendrick Medical Center will make every effort to promptly address and resolve any patient care concerns that are brought to our attention. If you or your family have a concern, you are encouraged to speak with your primary care giver, the nurse manager on your unit or the supervisor of the department where you received a service.

Billing Procedures

Billing procedures are available upon request at any registration desk and at Business Services; 2182 Hickory Street; Abilene, Texas.

You may also access the procedures online or by calling 325-670-2437. If you have a concern regarding your bill, please call 325-670-2437.

Formal Grievance Process

If you or your representative feel certain issues or concerns cannot be resolved informally, or if such issues or concerns are not resolved to your satisfaction, you or your representative may file a patient grievance.

  1. Contact the Patient Relations Department (dial extension 2915) during normal business hours (or)
  2. Contact the appropriate nurse manager (on your unit) or the nursing supervisor through the hospital operator (dial 0).

To lodge a complaint with the Texas Department of State Health Services, call 1-888-973-0022. (You may contact the state agency directly, regardless of whether you have first used the Hendrick grievance process.)

To submit a written complaint:
Customer Service Representative, Texas Department of State Health Services
P.O. Box 149347
Austin, Texas 78756
Email: customer.service@dshs.state.tx.us
To fax a complaint, call 1-512-834-6653.

To report a patient safety concern to Joint Commission:
Email to: complaint@jointcommission.org
Fax to: Office of Quality Monitoring – 630-792-5636
Mail to: Office of Quality Monitoring
Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, IL 60181

If you have questions about how to file your complaint, you may contact the Joint Commission at this toll free U.S. telephone number, 8:30 – 5 p.m., Central time, weekdays: 800-994-6610.

For patients on the Skilled Nursing Facility floor located on the sixth floor of the Anderson wing, a complaint may be filed by calling the Texas Department of Aging and Disability Services at 800-458-9858.

Raising a concern will not compromise your current or future care from any Hendrick Health service.