This policy seeks to ensure visitors and patients of the Pain Treatment Center of the Bluegrass (PTC) are treated equally, and in a welcoming, non-discriminatory environment, consistent with federal and state laws.
Policy
PTC is committed to providing patient services in a respectful manner, promoting and protecting patient rights.
- PTC personnel will not discriminate against any patient or visitor based on age, race, color, creed, ethnicity, religion, national origin, marital status, sex, sexual orientation, gender identify or expression, disability, veteran or military status, or any other basis prohibited by federal, state or local law.
- PTC personnel will provide helpful aids and services to patients with disabilities or those who have a preferred language besides English. Examples include a qualified sign language interpreter, written information in other formats, qualified spoken language interpreters, etc. If you require any special services, please inform the person scheduling your appointment know about the assistance you need.
- If anyone believes that he, she or another person has been subjected to discrimination which is not allowed by this policy, he or she may file a complaint using the PTC complaint and grievance procedures.
Grievance Process (Complaints)
If a patient, family member or visitor to our facility has an issue with service, that individual may call 859-278-1316 and dial 0, or ask an employee to speak with their supervisor. If the Supervisor is not available, then the complaint should be taken by our Operations Department personnel, or Chief Clinical Operating Officer, if available, who will document the complaint and give it to the appropriate supervisor or administrator to investigate the issue.
Within a few days of the complaint, the individual who made the complaint should talk with the administration or the supervisor of the department; and, no later than two weeks after initiating the complaint, the individual should receive a response about the findings and the outcome of the problem. If the individual initiating the complaint does not get such responses, the Center asks that the individual please contact the Center’s operator and ask to speak with the supervisor or Operations Department. Patients may also contact the Joint Commission or Cabinet for Health and Family Services (CFHS) Office of Inspector General (OIG) Division of Healthcare regarding any comments or concerns about the Center. The Joint Commission may be contacted by visiting https://www.jointcommission.org/ or by phone at 800-994-6610 (customer service) or 630-792-5800 (complaints), and the CFHS OIG Division of Health Care, Eastern Branch, at 859-246-3201 or by emailing eeb.complaints-reports@ky.gov. Furthermore, if you are a Medicare patient and have comments or concerns, you may contact the Medicare Beneficiary Ombudsman at 1-800-MEDICARE (1-800-633-4227) or visit https://www.medicare.gov/.