How Do I File A Complaint?

There have been many reports in various news outlets about concerns expressed about Mission Health. As a reader of SEARCH's newsletters and website you may be wondering where to send complaints.

The Facebook page Mission Maladies published a list of resources which we are republishing here.

Gibbins Advisors

Description: Nashville-based Gibbins Advisors is the appointed watchdog of the February 2019 HCA-Mission sale, tasked to monitor HCA's compliance with 15 commitments outlined in the purchasing agreement.

Website: https://www.independentmonitormhs.com/ (scroll down to "Contact the Independent Monitor)

Email: IndependentMonitor@gibbinsadvisors.com

Mission Health’s Office of Patient Experience

Description: This in-house Mission department serves as a resource for patients and families to share their hospital experiences.

Phone: 828-213-1210

Website: https://missionhealth.org/my-mission-experience/

NC Division of Health Service Regulation

Description: This division’s compliant section investigates inadequate care claims filed by patients at facilities licensed by the North Carolina Department of Health and Human Services.

Phone: (in-state) 1-800-624-3004; (out-of-state) 919-855-4500; (fax) 919-715-7724

Website: https://info.ncdhhs.gov/dhsr/ciu/index.html

Mail: Complaint Intake Unit, 2711 Mail Service Center, Raleigh, NC 27699-2711

The Joint Commission

Description: This nonprofit sets standards and accredits hospitals, including all six Mission Health hospitals in Western North Carolina. Without accreditation from an organization like The Joint Commission, a hospital would not be able to receive third-party payments from programs like Medicaid or Medicare. The Joint Commission visits hospitals around every three years, though more frequent visits do occur. At these visits, The Joint Commission assesses whether hospitals meet the commission’s standards.

Phone: 800-994-6610

Email: complaint@jointcommission.org

Website: https://www.jointcommission.org/ (under “Filing a Complaint”)

NC Attorney General Josh Stein

Description: The attorney general is the state’s highest law enforcement officer and chief lawyer. NC Department of Justice Communication Director Laura Brewer told The Citizen Times the attorney general’s office encourages people to send concerns or complaints regarding their health care to the NC Department of Justice.

Phone: 1-877-5-NOSCAM

Website: www.ncdoj.gov/complaint

NC Department of Justice - Tara M. Smith

In March 2021 Tara Smith, Investigator for the Consumer Protection Division of NCDOJ, offered her contact info to anyone who wishes to share their concerns.

Phone: 919-716-6016

Email: tmsmith@ncdoj.gov

Centers for Medicare and Medicaid Services

Description: Known as CMS, this federal agency manages major health care programs like Medicare, Medicaid and the Children's Health Insurance Program (CHIP). This agency sets federal regulations to which hospitals must adhere.

Phone: 1-800-MEDICARE

Website: https://www.cms.gov/Regulations-a nd-Guidance/Administrative-

Simplification/Enforcements/FileaComplaint

Quality Improvement Organization Program

Description: Part of CMS, The Quality Improvement Organization, or QIO, Program, is a federal program designed to improve quality of health care for those on Medicare. Receives quality of care complaints.

Phone: 813-280-8256; (toll-free) 888-317-0751; (TTY) 855-843-4776; (fax) 833-868-4058

Email: beneficiary.complaints@kepro.com

Mail: 5201 West Kennedy Blvd. Suite 900 Tampa, FL 33609