Complaint Resolution

While it is always our intent to provide you and your family with the best care and to exceed your expectations, we realize that concerns do arise. At FHN you have the right to voice your concerns about your care without being threatened, restrained or discriminated against in any way. We appreciate the opportunity to discuss your concerns with you and to work together toward a resolution. If you have a concern about your care or services at FHN, please contact our Customer Focused Consultants at 1-815-599-6356 or 1-815-599-6142. There are also a variety of regulatory and accrediting bodies with which you may register a concern. For a complete list, please click here.

Compliance

Healthcare organizations are governed by many federal, state and local laws and regulations. Knowing the rules and following the rules are both essential elements of healthcare compliance.

As part of its compliance effort, FHN has put in place a system which promotes the prevention, detection and resolution of instances of conduct that do not conform with the law or FHN policies.

Because the laws are very complex, sometimes an employee, patient or member of the public may not be sure whether a particular activity is in compliance with the law. In such cases, we have a compliance officer who is available to take reports and conduct investigations, a hotline phone number and a website for reporting. These are means for reporting concerns or suspected violations of law or policy, not complaints.

If you feel you have been affected by or witnessed a questionable, unethical or illegal action at FHN, we urge you to report that incident to our anonymous hotline. We have contracted with an outside company to provide a SilentWhistle website and toll-free telephone number through which you can anonymously report any questionable actions. The SilentWhistle service is available to anyone who wishes to confidentially report business abuse and/or dishonesty. Some of the issues appropriate for reporting to SilentWhistle include:

  • Coding or billing irregularities
  • Illegal activities on FHN premises
  • Questionable accounting
  • Falsification of information in medical records
  • Patient privacy (HIPAA) violations
  • Conflict of interest
  • Substance abuse

The FHN compliance hotline is completely anonymous and available to anyone. You can report an issue to the hotline in two ways: Online, at www.fhn.alertline.com, or by phone toll-free 877-874-8416.

To read more about the FHN Compliance Program, download our Compliance Program brochure.