The office of Dr. E. Johanning is committed to the highest standards of professional care and ethical principles. See also forms for "patient bill of rights" and professional ethical standards documentation.
If you are unhappy or disappointed with a service, advice or outcome of an office visit - please do not hesitate to contact us - we like to know.
Patient Complaint & Grievance Policy
Dr. E. Johanning, MD PC as part of its total commitment to excellence and quality assurance believes in the patient's and their representative's right to a courteous, prompt and complete response to their communications with the office of Dr. Johanning MD PC or his associates. When appropriate or necessary, follow-up action and/or patient contacts are to be completed. The office of Johanning MD PC serves as a central resource for responding to all grievances.This policy applies to all patients receiving care provided by Johanning MD PC or his associates.
What is a complaint or grievance?
A "complaint" is defined as an expression of dissatisfaction brought to the attention of personnel. A complaint can be resolved with the assistance of the office of Johanning MD PC. A complaint is not initially considered to be a grievance. All complaints received by the Office of Johanning MD PC will be documented.
A formal "grievance" is defined as a written or verbal complaint that is made to the Johanning MD PC by a patient, or the patient's representative, regarding the patient's care (if not resolved at the time of the complaint by staff present), abuse or neglect, or other issues.
All grievances will be received by/referred to the office of Johanning MD PC for documentation in the patient record, investigation and response to patient or the patient's representative.
How are complaints or grievance handled?
Verbal communications (i.e., telephone calls, discharge phone call referrals, etc.) are referred to the office of Johanning MD PC when resolution is not possible by the individual receiving the call. The caller's name, telephone number and information shall be provided to the office of Johanning MD PC via telephone at 518 459 3336.
The complainant will receive a return phone call from Office of Johanning MD PC or his associate(s).
Written Communication/Grievance Procedure
Written communication is always considered a grievance and will be handled by the office of Johanning MD PC or his associate(s). Written communication will be referred to the Manager of Office of Johanning MD PC, or their designee, for recording in the patient file. Within seven days of receipt, a written or verbal acknowledgment to the patient or patient's representative, will be communicated by the office of Johanning MD PC or his associate(s). Please send to: Johanning MD PC, 4 Executive Park Drive, Albany, N.Y. 12203
Office of Johanning MD PC will ensure each patient complaint and grievance is appropriately documented in the patient’s record. The file will contain the description of concerns and parties involved in review; the documentation of steps taken to investigate and provide feedback; copy of the original complaint (if written), copy of acknowledgment letter (if written), copy of interim communications (if written), copy of final response.
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