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Healthcare Reporting Resources for Patients and Families in NC

Complaints Regarding Quality of Care or Services (including patient safety)

  • Mission Health System Quality Office

    • Phone: 828-213-1210

    • Hours: Monday - Friday, 8 a.m. - 5 p.m.

  • NC DHHS: Division of Health Service Regulation (Complaint Intake and Health Care Personnel Investigations Section)

    • NC DHSR CIHCP investigates complaints regarding the care and services provided to patients, residents, and consumers by health care facilities, agencies and homes that are licensed by the Division of Health Service Regulation

    • To report incidents that have occurred in the past year and that are regulated by federal regulations or state statutes, use the following resources

      • Complaint Hotline: 1-800-624-3004 (within N.C.) or 919-855-4500

      • Fax: 919-715-7724

      • Mail​

        • Complaint Intake Unit

        • 2711 Mail Service Center, Raleigh, NC 27699-2711

      • Complaint form is available for download, if desired [DOC, 63 KB] [PDF, 75 KB]

  • The Joint Commission

    • The Joint Commission is an accrediting body for hospitals and healthcare organizations. It receives complaints about care quality and patient safety. 

    • The Joint Commission does not accept complaints via phone, fax or email.

    • You’ll find information about filing a complaint on the website. You can share information about a safety concern by completing The Joint Commission’s online reporting form.

    • You may also print and complete the form and submit it by mail to:

                                                Office of Quality and Patient Safety

                                                The Joint Commission

                                                One Renaissance Boulevard

                                                Oakbrook Terrace, Illinois 60181

  • The Centers for Medicare and Medicaid (CMS)

    • Medicare beneficiaries can file complaints about their health care or health care provider by using the following avenues. For more information, visit the CMS website

    • Medicare Quality of Care Complaints:

      • 1-800-MEDICARE.​

      • Toll-free Phone: 888-317-0751

      • Local Phone: 813-280-8256

      • TTY: 855-843-4776

      • Fax 833-868-4058

      • Email beneficiary.complaints@kepro.com

      • Mail 5201 West Kennedy Blvd. Suite 900 Tampa, FL 33609

  • Attorney General’s Office

    • The Attorney General’s Office has a consumer complaint line, 919-716-6000, where quality of care concerns can be made.

    • For more information or to submit your concern online, visit the website.

  • The Better Business Bureau

 

Complaints about Breaches of Privacy/Confidentiality

  • HIPAA (Health Information Privacy and Security)

  • Provides pathway for complaints with OCR if a covered entity or business associate violated your health information privacy rights or committed another Privacy, Security, or Breach Notification Rules within 180 days of violation

  • File in writing mail, fax, e-mail, or via the OCR Complaint Portal

  • Southeast Region - Atlanta (Alabama, Florida, Georgia, Kentucky, Mississippi, North Carolina, South Carolina, Tennessee)

  • Barbara Stampul, Acting Regional Manager
    Office for Civil Rights
    U.S. Department of Health and Human Services
    Sam Nunn Atlanta Federal Center, Suite 16T70
    61 Forsyth Street, S.W.
    Atlanta, GA 30303-8909

    • Customer Response Center: (800) 368-1019
      Fax: (202) 619-3818
      TDD :(800) 537-7697
      Email: ocrmail@hhs.gov

 

Patient Safety Confidentiality Complaints

  • OCR enforces the confidentiality provisions of the Patient Safety Act and Patient Safety Rule.

  • If you believe a person or organization shared confidential patient safety work products, you may file a complaint within 180 days of when you knew or should’ve known that the act complained of occurred. (OCR can waive time limit for good cause shown)

 

Complaints about Discrimination or Working Conditions

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