Compliments & Concerns Process

What to expect when sharing a concern:
Burnett Medical Center's Quality/Risk Director will make every effort to resolve your concern within 10 business days. If other departments are involved in the review, every attempt will be made to resolve the issue within 30 days. A letter will be sent to you with the resolution. The letter will include the name of the contact, steps taken for the review, and the results of the review.

When contacting the Quality/Risk Director, please be ready to share the following information:
The nature of your concern
Your name and Date of Birth
The name(s) of the person(s) involved
The department in which the problem occurred
The date on which the problem occurred
Your ideas about how you would like us to help

Our review of the concern will include:
Permission to start the review in circumstances where someone else is calling on your behalf
Talking with you and/or your family so that we know your concerns
Contacting and talking with the person(s) named in your complaint
Reviewing all appropriate documents, including your medical record, if necessary
Collaborating with you on a possible resolution

If we are unable to resolve the concern to your satisfaction, you may file a complaint with the Wisconsin Department of Health Services at https://www.dhs.wisconsin.gov/guide/complaints.htm, by calling toll free: 1.800.642.6552, or write:

     Wisconsin Dept. of Health Services
     Division of Quality Assurance
     P.O. Box 2969
     Madison, WI 53701-2969

Quality Improvement Organizations (QIOs) in each State do certain types of reviews for Medicare, including judging the need for certain medical services and quality of care. Your QIO is Kepro http://www.keproqio.com, call toll free: 855-408-8557, Fax: 844-834-7130, or write:

     KEPRO
     5201 W Kennedy Blvd.
     Suite 900
     Tampa, FL 33609

If you are a Medicare Beneficiary you may file a complaint by visiting www.medicare.gov or calling 1-800-MEDICARE (1-800-633-4227). TTY users call 1-877-486-2048.

Customer Concern (Printable) Form