Resolving Complaints at SVMC

At Southwestern Vermont Health Care, which includes Southwestern Vermont Medical Center, we take the concerns of patients and their families and loved ones seriously. Feedback from our patients helps us improve our services, and we welcome it.

Our employee empowerment policy gives every SVHC employee the power to do what is necessary to resolve a complaint immediately, without having to check with administration.

SVHC patients or residents should feel comfortable raising their concerns with any SVHC employee. Our employees will take the concern seriously and will work to make sure that it is dealt with. If a complaint isn’t resolved immediately, the employee will notify our Healthcare Services Assessment Department.

This department will get in touch with the person with a concern to make sure we understand the issue. Then, the department will take that information to our managers. We want to deal with the concern as quickly as possible, but we promise to respond to a concern within 7 business days.

If the concerned individual is not satisfied for any reason, he or she may contact any of the following individuals at SVHC:

Susan Purcell Montiel The Director of Healthcare Services Assessment (802) 447-5077

SVMC’s Vice President for Clinical Services (802) 447-5180.

SVMC's Vice President for Professional Services (802) 447-5004.

SVHC’s President and CEO (802) 447-5015.

All are located at:

100 Hospital Drive
Bennington VT 05201

If the concerned individual feels the need to speak with someone outside our health system, he or she may contact the following agencies or organizations:

The Medicare Hotline: 1-800-633-4227

The Vermont Department of Aging and Disability
Division of Licensing and Protection
103 South Main Street, Ladd Hall
Waterbury VT 05671-2306
(802) 241-2345
1-800-564-1612

The Vermont Department of Health
Board of Health and Board of Medical Practice
PO Box 70
Burlington VT 05401-0070
(802) 863-7280

Department of Health & Human Services
Centers for Medicare & Medicaid Services
JFK Federal Building, Room 2325
Boston, MA 02203
Phone: (617) 565-1188
Fax: (617) 565-1339

The Joint Commission ( www.jointcommission.org)
The public may contact the Joint Commission of Quality Monitoring to report any concerns or register complaints about a Joint Commission accredited health care organization by either calling 1-800-994-6610 or e-mailing complaint@jcaho.org.