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Our Complaint Process

CVMC has a formal complaint process that can be used when breakdown in customer service cannot be resolved immediately at the time of occurrence.

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Customer Service is an important component of the culture we are striving to create at Central Vermont Medical Center (CVMC). The philosophy of CVMC toward customer service encourages staff members who become aware of a patient/family/visitor complaint, to see it through to resolution. We use a service recovery program to assist in resolving customer service salutations which are less than satisfactory. The Service Recovery Program includes the use of tools to aid staff in returning “the aggrieved customer to a state of satisfaction with the institution after a service breakdown.” Department managers and staff can initiate action through the Service Recovery Program immediately when a situation is recognized.

CVMC has a formal complaint process that can be used when breakdown in customer service cannot be resolved immediately at the time of occurrence. Information on how to access the complaint process is posted throughout various locations in the hospital, in the medical group practices, and at Woodridge Rehabilitation and Nursing.

Patients, family members or visitors may share a concern related to patient care at any time via:

  • Verbal and/or written communication to any staff member of CVMC Departments.
  • Verbal and/or written communication to the Quality Management Department at:

Central Vermont Medical Center
Attn: Angela Fowler
P.O. Box 547
Barre, Vermont 05641
Phone: 802-371-4350
Angela.Fowler@cvmc.org

  • Verbal and/or written communication to Senior Administration or a Board of Trustees member.
  • Email completion of the online form located at www.cvmc.org/contact us.

Consumers who wish to discuss a concern with a responsible party outside CVMC may contact:

If patients have questions or complaints about patients stay, please contact our Office of Patient and Family Advocacy. They will listen to patients concerns and work with patients to address them.

PATIENT AND FAMILY ADVOCACY:

University of Vermont Health Network-Central Vermont Medical Center
PO Box 547
Barre, VT 05641
802-371-4350

PATIENTS CAN ALWAYS CONTACT THE FOLLOWING AGENCIES FOR ASSISTANCE:

Vermont Board of Medical Practice (For concerns about physicians)

Vermont Department of Health
108 Cherry Street, PO Box 70
Burlington, VT 05402-0070
802-657-4220 or toll-free 800-745-7371
www.healthvermont.gov/hc/med_board/bmp.aspx

Vermont Board of Nursing (For concerns about nurses)

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-2396
www.sec.state.vt.us/professional-regulation/professions/nursing.aspx

Vermont Secretary of State (For concerns about licensed health care professionals other than physicians or nurses)

Office of Professional Regulation
89 Main Street, 3rd Floor
Montpelier, VT 05620-3402
802-828-1505
www.sec.state.vt.us/professional-regulation.aspx

Vermont Board of Health (For hospital complaints)

Vermont Department of Health
108 Cherry Street, PO Box 70
Burlington, VT 05402-0070
Toll-free 800-464-4343

Vermont Department of Disabilities, Aging & Independent Living (For hospital complaints and reports of abuse of vulnerable adults)

Division of Licensing & Protection
HC 2 South
280 State Drive
Waterbury, VT 05671-2060

​Email (preferred method): ahs.dailscintake@vermont.gov
Toll-free: 888.700.5330
www.dlp.vermont.gov

The Joint Commission (For concerns about quality or safety):

One Renaissance Boulevard
Oakbrook Terrace, IL 60181
​Toll-free: 800-994-6610
www.jointcommission.org/about/contactus.aspx

BFCC – QIO Program, Livanta, LLC (For Vermont Medicare Beneficiaries, concerns about quality or safety):

9090 Junction Drive, Suite 10
Annapolis Junction, MD 20701
Telephone: 866.815.5440
Fax: 855.236.2423
http://bfccqioarea1.com/states/vt.html