Grace Cottage Hospital’s Complaint/Grievance Process

Quality Director
Phone Number: 802-365-3620
Fax Number: 802-365-3641
Anonymous Complaint Line: 802-365-3636

Mailing Address: PO Box 216, Townshend VT 05353

Grace Cottage Hospital maintains a system to track, trend and respond to patient comments, complaints and grievances to support the hospital mission of excellence in healthcare and well being, putting people first.  The Quality Director, who reports to the Chief Medical Officer, provides the means by which patients and families can seek solutions to problems, concerns and unmet needs.  Grace Cottage Hospital will cooperate with any investigations made by the Secretary of Health and Human Services and will not threaten, intimidate or retaliate against any individual filing a complaint.  The Board of Trustees has delegated the oversight of the Patient Compliant/Grievance Process to the Quality Committee.  

If you have a problem or complaint:

1.  If you have a problem of any kind during your inpatient hospital stay or for any outpatient hospital services, and after discussing the issue with the appropriate personnel and the problem is not resolved to your satisfaction, please feel free to call the Quality Director at 802-365-3620 or the Director of Social Services at 802-365-3614.

2.  The Quality Director and/or Social Service Director investigates and responds to complaints and expressions of dissatisfaction about patient care and problems experienced by patients/families.

The patient/family may contact the following agencies if they feel it is necessary to discuss the complaint with someone outside the hospital:

Health Care Ombudsman Advocate
Telephone:  1-802-885-5181 or 1-800-917-7787

Vermont Board of Health, Vermont Department of Health
PO Box 70, Burlington, Vermont 05402
Telephone: 1-802-657-4420

Vermont Board of Medical Practice
109 State Street, Montpelier, Vermont, 05609
Telephone: In Vermont 1-800-745-7371 or 1-802-828-2673

Vermont Board of Nursing
81 River Street
Montpelier, VT  05609-1104
Telephone:  1-802-828-2363

Department of Aging and Disability, Division of Licensing and Protection,
103 South Main Street, Waterbury, Vermont 05671 
Telephone: 1-802-241-2345, 1-800-564-1612, Fax: 1-802-241-2358

Secretary, Department of Health and Human Services
200 Independence Ave. S. W.
Washington, DC 20201

Medicare Patients: 
Northeast Healthcare Quality Foundation
15 Old Rollinsford Road, Suite 302
Dover, NH  03820
Telephone: 1-603-749-1641 or 1-800-722-0151