HFAP strives to assist facilities in achieving and maintaining high quality, safe
patient care. This is done in part by extracting the hospital's core measure data
from the Hospital-Compare website. The data is aggregated and used during the survey
process to allow hospitals to see how they measure compared to their previous reporting
period as well as to other HFAP accredited hospitals nationwide.
Reporting a Complaint Against a Healthcare Organization
If you are having a problem with a HFAP accredited healthcare organization regarding the quality of care you or a loved one has received, the first step would be to contact the healthcare organization and speak with the “patient representative.” If you are unable to resolve or diffuse the issue and want to take further action, you need to contact the Quality/Patient Safety Services Department at HFAP.
Your complaint will be handled in a confidential manner. You may mail, fax, or e-mail your complaint with the patient’s name, date of incident and your contact information. Please also include the name of the HFAP organization, street address, city and state. The complaint should be only 1-2 pages long and must relate to quality of care issues.
Complaints will be processed according to high priority quality incidents. Complaints related to billing or insurance issues are not within HFAP standards, nor are any labor disputes. If you have any questions about filing a complaint, please contact the following:
Susan Lautner, RN, BSN, MSHL,
Department of Quality/Patient Safety at:
E-mail: slautner@hfap.org
Fax: 312-202-8367
Mail: HFAP
142 East Ontario
Chicago, Illinois 60611