Quality

Our mission:

FHN, together with those we serve, improves health and provides superior, quality healthcare services. Respect, dignity and compassion guide our interactions, while leadership and wise stewardship of resources direct the process.

The goal of each and every person at FHN is to provide our communities with the best possible healthcare services and to help you and your family work toward and maintain your best health.

FHN is a part of the Illinois Health and Hospital Association (IHA), an organization that advocates and directs policy for the state's hospitals. The IHA coordinates and contributes to a number of consumer healthcare information websites, including www.team-iha.org and www.healthcarereportcard.illinois.gov.

Illinois Hospital Report Card Act

FHN is committed to providing excellent patient care. One way we accomplish this is by providing outstanding nursing care to patients. In compliance with the Illinois Hospital Report Card Act, patients, family members and the public may request nurse staffing information. Please contact FHN at 815-599-6116 for more information or to make a request.

Complaint Resolution

While it is always our intent to provide you and your family with the best care and to exceed your expectations, we realize that concerns do arise. At FHN you have the right to voice your concerns about your care without being threatened, restrained or discriminated against in any way. We appreciate the opportunity to discuss your concerns with you and to work together toward a resolution.

If you have a concern about your care or services at FHN, please contact our Customer Focused Consultants at 1-815-599-6356 or 1-815-599-6142. There are also a variety of regulatory and accrediting bodies with which you may register a concern, including:

Concerns about Care:

To register a concern about your care, contact:

  • Illinois Department of Public Health: 1-800-252-4343
  • Medicare (Quality Improvement Help Line): 1-800-647-8089
  • The Joint Commission: 1-800-994-6610
Concerns about Privacy of Your Health Information:

To register a concern about your privacy rights or health information, contact:

  • FHN's Privacy Official: 1-815-599-6000
  • Health and Human Services: 1-800-447-8477 (Written complaints should be mailed to 200 Independence Ave S.W Washington, DC 20201).
Concerns about Compliance:

To confidentially register a concern about compliance with federal or state laws and regulations, contact the Silent Whistle hotline at 1-877-874-8416 or at fhn.alertline.com

Concerns about Business Abuse and/or Dishonesty:

To confidentially report concerns about business abuse and/or dishonesty, contact the Alert hotline at 1-877-874-8416 or at fhn.alertline.com.

Concerns about Mammography:

To register a concern about mammography, contact the American College of Radiology in writing at 1891 Preston White Drive, Reston, VA 20191 or e-mail mamm-accred@acr.org. You may also fax your information to 1-703-648-9176.

Concerns about Premature Discharge:

If you are a Medicare patient and feel that you have been discharged too soon, call the Quality Improvement Organization at 1-800-647-8089. If you are a Medicaid patient with this same concern, call the Illinois Department of Public Health at 1-217-782-4977.

Concerns about Mental Health Services:

To report any suspected violation of your rights while being treated at the FHN Family Counseling Center, contact:

  • Equip for Equality (Protection for people with disabilities): 1-309-786-6868
  • Guardianship and Advocacy Commission: 1-309-693-5026
  • Illinois Department of Children and Family Services: 1-815-987-5259
  • The Joint Commission: 1-800-994-6610
  • Office of Inspector General: 1-800-368-1463
  • Advocacy Office for Children and Family Services: 1-800-232-3798

Compliance

Healthcare organizations are governed by many federal, state and local laws and regulations. Knowing the rules and following the rules are both essential elements of healthcare compliance.

As part of its compliance effort, FHN has put in place a system which promotes the prevention, detection and resolution of instances of conduct that do not conform with the law or FHN policies.

Because the laws are very complex, sometimes an employee, patient or member of the public may not be sure whether a particular activity is in compliance with the law. In such cases, we have a compliance officer who is available to take reports and conduct investigations, a hotline phone number and a website for reporting. These are means for reporting concerns or suspected violations of law or policy, not complaints.

If you feel you have been affected by or witnessed a questionable, unethical or illegal action at FHN, we urge you to report that incident to our anonymous hotline. We have contracted with an outside company to provide a SilentWhistle website and toll-free telephone number through which you can anonymously report any questionable actions: contact the Silent Whistle hotline at 1-877-874-8416 or at fhn.alertline.com.

The SilentWhistle service is available to anyone who wishes to confidentially report business abuse and/or dishonesty. Some of the issues appropriate for reporting to SilentWhistle include:

  • Coding or billing irregularities
  • Illegal activities on FHN premises
  • Questionable accounting
  • Falsification of information in medical records
  • Patient privacy (HIPAA) violations
  • Conflict of interest
  • ubstance abuse

The FHN compliance hotline is completely anonymous and available to anyone. You can report an issue to the hotline in two ways: Online, at www.fhn.alertline.com, or by phone toll-free 1-877-874-8416.

Compliance Program brochure

To read more about the FHN Compliance Program, download our Compliance Program brochure.