The Joint Commission will conduct an unannounced survey of this organization to evaluate the organization’s compliance with nationally established Joint Commission standards. The survey results will be used to determine whether, and the conditions under which, accreditation should be awarded the organization.

Anyone believing that he or she has pertinent and valid information about such matters may request a public information interview with The Joint Commission’s field representatives at the time of the survey. Information presented at the interview will be carefully evaluated for relevance to the accreditation process. The request must also indicate the nature of the information to be provided at the interview. Such requests should be addressed to:

Online: At the Joint Commission website, using the “Report a Patient Safety Event” link in the “Action Center” on the homepage

Fax: (630) 792-5636

Mail your request to:

The Joint Commission
Office of Quality and Patient Safety
One Renaissance Boulevard
Oakbrook Terrace, IL 60181

Online: http://www.jointcommission.org/report_a_complaint.aspx

If you have questions, you may call the Joint Commission at (800) 994-6610, 8:30 to 5:00pm, Central Time, weekdays. There will be no blame or action(s) taken against a person or a group who chooses to contact the Joint Commission regarding concerns about the Safety or Quality of Care provided at Medical City Denton.

To report concerns to the Texas Department of State Health Services:

E-Mail: customer.service@dshs.state.tx.us
Phone: (512) 458-7111 or 1-888-963-7111 ; TDD 1-800-735-2989
Mail: Customer Service Representative, 1100 W. 49th Street, Austin, Texas 78756

Scope of Complaint Evaluations

Complaint information is used to strengthen the oversight activities of the Joint Commission and improve the quality of care in accredited facilities. The Joint Commission addresses all complaints that relate to quality of care issues within the scope of our standards. These include issues such as patient rights, care of patients, safety, infection control, medication use and security.

The Joint Commission does not address individual billing issues and payment disputes. Also, we do not have jurisdiction in labor relations issues or the individual clinical management of a patient. The Joint Commission does not review complaints of any kind in unaccredited organizations.

How The Joint Commission Responds To Complaints

The Joint Commission encourages you to first bring your complaint to the attention of the health care organization's leaders. If this does not lead to resolution, bring your complaint to us for review.

The Joint Commission's response to a complaint begins with a review of past complaints about the organization, if any, and the organization's accreditation survey report. Depending on the nature of the complaint, the Joint Commission will take one or more of the following actions:

  • Where serious concerns have been raised about patient safety or standards compliance, the Joint Commission will conduct an unannounced, on-site evaluation of the organization.
  • The Joint Commission may ask the health care organization to provide a written response to the complaint.
  • The Joint Commission may incorporate the complaint in the quality monitoring database that is used to continuously track the performance of health care organizations over time.
  • The Joint Commission may review the complaint at the time of the health care organization's next scheduled accreditation survey if it is scheduled in the near future.