Issues or Concerns?
Our goal is to meet your expectations of care and service. If we should fail to meet your expectations, you are encouraged, and have the right to register a verbal or written grievance with the hospital or directly to the state. Patients and families can freely voice complaints and recommend changes without being subject to discrimination, retaliation, and unreasonable interruption of care or services.
To file a formal grievance you may do one or both of the following:
Contact the Highlands’ Marketing & Public Relations department by:
Phone: (606) 886-7500
Mail: Highlands Health System
Attn: Marketing & PR Department
5000 KY Rt. 321
P.O. Box 787
Prestonsburg, KY 41653
Please provide your contact information, including phone number, within a written grievance, so that we may contact you about your grievance resolution.
Contact a state agency by:
Phone: (606) 330-2030
Mail: Office of Inspector General
Division of Health Care
116 Commerce Avenue
London, KY 40744
Please provide your contact information, including phone number, within a written grievance, so the state agency may contact you about your grievance resolution.
All grievances filed with the hospital will attempt to be resolved within a time frame of seven days. Once the grievance is resolved, the patient will receive a letter stating the resolution of their grievance. Upon receipt of the resolution letter, the complainant has 30 days to request a grievance hearing with the Medical Center Leadership Team or designee. This request must be made in writing and received within 30 days of the date of the follow-up letter.
Any grievance that places the patient in immediate jeopardy, endangers the patient, or has the potential for patient harm, shall be investigated immediately by the Risk Manager or in his/her absence, the House Director.