How to File a Complaint

It is your right to file a complaint. Registering a complaint will not change our commitment to provide you the best quality of care.

It is the policy of Middlesex Hospital not to discriminate due to age, sex, race, color, religion, sexual orientation, income, education, national origin, ancestry, marital status, culture, language, disability, gender identity, or who will pay the bill.

Middlesex Hospital has an internal grievance procedure providing for prompt and equitable resolutions of complaints alleging any action prohibited by Section 1557 of the Affordable Care Act (42 U.S.C. 18116) and its’ implementing regulations at 45 CFR part 92, issued by the U.S. Department of Health and Human Services.

General complaint or grievances can be made in one of the following ways:

How to File a Complaint or Grievance:

1. Contact the Compliance Coordinator in the Quality Improvement Department at 860-358-6151. Office hours are Monday through Friday 8:30 a.m. - 4:00 p.m. When the office is closed, you may leave a voicemail if your concern is not an urgent matter and a staff member will return your call on the next business day. 

2. If your complaint is of an urgent matter, you may contact the department manager directly or call the hospital operator (by dialing “0” internally or when calling from home dial 860-358-6000) and ask to speak to the nursing supervisor. 

3. If your complaint does not require immediate attention, you may write to the president of the hospital: Vincent G. Capece, Jr., President & CEO, Middlesex Hospital, 28 Crescent Street, Middletown CT 06457.

4. To contact the Department of Public Health Complaint/Compliance Unit: 

    • call 860-509-7400 or write to Complaint/Compliance Unit 
    • Division of Health System Regulation 
      Connecticut Department of Public Health 
      410 Capitol Avenue, MS#12SLIS 
      Hartford, Connecticut 06134

5. To Report a Patient Safety Concern contact The Joint Commission at: 

    • www.jointcommission.org, using the “Report a Patient Safety Event” link in the “Action Center” on the homepage of the website.
    • By fax to: 630-792-5636.
    • By mail to The Office of Quality and Patient Safety (OQPS), The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181.

6. If your complaint is related to discrimination, contact the Grievance Coordinator at 860-358-6151, office hours are 8:30am-4:00pm. 

  • A person can file a complaint with the US Department of Health and Human Services, Office of Civil Rights via mail: 
    US Department of Health and Human Services 
    Office of Civil Rights
    200 Independence Avenue SW
    Room 509 HHH Building
    Washington DC 20201

How to File a Complaint of Discrimination:

To file a complaint of discrimination on the basis of age, sex, race, color, religion, sexual orientation, income, education, national origin, ancestry, marital status, culture, language disability, gender identity, or who will pay the bill you may elect to use any of the same resources as noted above.

  1. Contact the Compliance Coordinator in the Quality Improvement Department at 860-358-6151. Office hours are Monday through Friday 8:30 a.m. - 4:00 p.m. When the office is closed, you may leave a voicemail, and a staff member will return your call on the next business day.
  2. In situations that require immediate assistance contact the department manager or contact the hospital operator (by dialing “0” internally or when calling from home dial 860-358-6000) and ask to speak to the nursing supervisor.

You may also contact the U.S Department of Health and Human Services, Office of Civil Rights. A person can file a complaint of discrimination electronically through the Office of Civil Rights Complaint Portal, which is available at https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf, or by mail or phone at: U.S Department of Health and Human Services, 200 Independence Avenue SW., Room 509F, HHH Building, Washington, DC 20201, Complaint forms are available at: http://www.hhs.gov/ocr/office/file/index.html. Such complaints must be filed within 180 days of the date of the alleged discrimination.