Grace Cottage Hospital’s Complaint Policy
Director of Compliance, Quality Improvement and Risk Management
(802) 365-3620 voice, (802) 365-9500 fax
(802) 365-3636 anonymous complaint line
ec@otishealthcarecenter.org
PO Box 216, Townshend VT 05353

If you have a problem
If you have a problem or complaint, you may either try to resolve the problem through

• Grace Cottage’s grievance procedure
• Vermont’s confidential ombudsman
• Vermont state licensing agency
• Vermont Department of Health

Grace Cottage’s Grievance Procedure
If you have a complaint, please call and speak with either the Social Service director, the Director of Nursing, or the Administrator. He or she will write your complaint down and let you know within seven working days what we will do to solve the problem. If you are not satisfi ed and would like outside help in resolving the problem, let us know and we will contact the state licensing agency or the ombudsman.

If you want outside help
If you would like someone else outside the hospital to help you resolve a problem, or speak on your behalf, you may contact the ombudsman. The ombudsman will keep all information, even your name, confi dential unless you give permission to use it. Ombudsman help is free. Your ombudsman may be reached at (802) 885-5181 or toll free at 1-800-769-9164.

The State of Vermont Division of Licensing and Protection licenses and regulates Health Care Facilities and investigates complaints of poor care or conditions. You may direct a grievance to this division by calling 1-800-564-1216 or by writing to Division of Licensing and Protection, 103 South Main Street, Ladd Hall, Waterbury, VT 05671-2306.

You may also register a complaint about Grace Cottage Hospital by contacting the Vermont Department of Health, PO Box 70, Burlington VT 05402-0070; or by calling (802) 863-7280.