Complaint Resolution

Filing a Complaint at Otsego Memorial Hospital

Otsego Memorial Hospital has established a Patient Relations Program to provide a recognized channel through which patients, families and visitors can voice complaints and/or concerns and efforts can be made to investigate and resolve them in a timely manner.

All complaints and/or concerns should be directed to the Administrator on Call. If you believe you have been improperly denied services, or wish to file a complaint, please contact the Administrator on Call at (989) 731-2100. If you prefer to communicate in writing, correspondence may be directed to:

Risk Manager
Otsego Memorial Hospital
825 N. Center Ave.
Gaylord, MI 49735

Written correspondence may also be left at the Information Desk in the main lobby, between the hours of 8 a.m. and 8 p.m., seven days a week.

Otsego Memorial Hospital’s Risk Manager is responsible for investigating complaints and resolving issues on behalf of patients and residents. The Risk Manager can be reached at (989) 731-7703.

If a patient has concerns regarding quality of care they may contact the Joint Commission at (630) 792-5000 or www.jointcommission.org.

Filing A Complaint with the State of Michigan Department of Licensing & Regulatory Affairs

Any patient of Otsego Memorial Hospital, McReynolds Hall, or OMH Medical Group may contact Otsego Memorial Hospital to discuss concerns related to their treatment or conditions within the facility.

Michigan law provides patients/residents with a process for reporting concerns related to an individual licensed by the State of Michigan to practice medicine, or Health Care Facilities which fail to deliver services required by law.

Types of allegations investigated by the Michigan Department of Licensing & Regulatory Affairs include:

  • physical, mental or sexual abuse of a resident or patient
  • neglect of a resident or patient
  • misappropriation of property
  • failure to provide adequate care or in accordance with a physician’s orders
  • unsanitary conditions
  • inadequate staffing to meet resident or patient care needs

Patients wishing to file a complaint may contact the Michigan Department of Licensing and Regulatory Affairs (LARA).

Contact information is as follows:

Complaint Hotline: (800) 882-6006

The website provides forms that can be completed online including, allegation form, treatment data form and authorization for client information. An explanation of all required information is provided on the website: www.michigan.gov/lara

The completed forms can be faxed to: (517) 241-2389

The completed forms can be mailed to:

Department of Licensing and Regulatory Affairs
Bureau of Health Care Services Enforcement Division
Allegation Section
PO Box 30454
Lansing, MI 48909

You may also download a printable version of this information in PDF form.

Complaint Resolution Brochure

Notice of Nondiscrimination

This healthcare facility is required by law to make its services available to all people in the community.

OMH complies with Federal Civil Rights laws and does not discriminate, exclude people or treat them differently because of race, color, national origin, age, disability, or sex.

This facility is obligated to provide examination and treatment for emergency medical conditions and women in labor, regardless of ability to pay. 

In addition, OMH can offer services to people with disabilities as well as provide qualified interpreter services to those whose primary language is not English. This service is free of charge and provided in a timely manner.  If you need these services, please notify an OMH employee for assistance. 

If you believe that OMH has failed to provide these services or has discriminated against you on the basis of race, color, national origin, age, disability or sex, you can file a grievance with:

OMH Risk Manager
  • Mail:
    825 N. Center Ave
    Gaylord MI 49735
  • Phone: (989) 731-7703
  • Fax: (989) 731-6728
  • Email: kmartin@myomh.org
Office of Civil Rights at the U.S. Department of Health and Human Services
  • Mail:
    200 Independence Ave, SW
    Room 509F, HHH Building
    Washington DC 20201

If you have concerns regarding quality of care or patient safety you may contact:

OMH Risk Manager

See contact information above

 

 State of Michigan Department of Licensing and Regulatory Affairs
  • Mail:
    Department of Licensing and Regulatory Affairs
    Bureau of Community Health Systems
    PO Box 30664, Lansing, MI 48909
The Joint Commission
  • Mail:
    The Joint Commission
    One Renaissance Blvd.
    Oakbrook Terrace, IL 60181