The Patient Services Department of Network #15 receives and responds to patient concerns and problems, works with facility staff and patients to resolve conflicts, provides educational materials to providers and patients, works to promote participation in vocational rehab services, and serves as a liaison to facility social workers and state renal social work groups.

Conflict Resolution

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Vocational Rehabilitation
It is unreasonable to expect all patients to become employed, but identifying and encouraging those who have potential for employment is a practical goal.  Strategies to help patients with vocational rehabilitation do not need to be limited to state Voc Rehab programs.  The resources below can be useful to you and your patients:

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Patient Self-Care
“Self care” is not synonymous with “self dialysis.” In broader terms, self care defines a patient’s interest and ability to participate in his or her treatment. For people on dialysis, there is tremendous benefit in partnering with care providers to achieve a comfortable level of involvement.

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Emergency Preparedness
In preparation for an emergency ESRD Network #15 will:

• Encourage dialysis facilities to plan for emergency situations
• Provide technical assistance in the development of emergency plans
• Provide educational materials to the patient and provider community on topics related to emergency/disaster preparedness
• Develop an internal Network plan for preparedness and response, including arrangements with back up Networks if local operations are impaired

During an emergency response, and per HIPAA and CMS policy, ESRD Network #15:

• Disseminate central contact numbers for dialysis providers in the affected area, to assist patients and providers in coordinating the provision of dialysis services
• Post information regarding open and closed status of facilities on the www.dialysisunits.com web site
• Assist patients in contacting dialysis providers to arrange treatment
• Assist family members in locating displaced patients
• Assist treating facilities to obtain necessary information to care for patients
• Work with the Centers for Medicare & Medicaid Services (CMS) or its contractor to maintain a database tracking system for patient whereabouts (dialysis centers and/or shelter locations)
• Host conference calls with CMS, providers, vendors, and other entities to coordinate care for the patients
• Implement arrangements with a back-up Network if the operations of Network #15’s office are compromised

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Conditions for Coverage Information - Please see our Conditions for Coverage page

Professionalism Education

Professionalism in Dialysis Care (pdf - 12pgs) - Thanks to ESRD Network 5 for sharing this resource which aims to build communication skills to promote better customer service and patient satisfaction.

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Medicare Issues
The resources below may help in answering some general questions, however we recommend contacting Medicare directly at 1-800-MEDICARE for additional information.

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Consumer Assessment of Healthcare Providers and Systems (CAHPS)

CAHPS overview
In-Center Hemodialysis Survey and Reporting Kit

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Depression Portfolio Resources

Staff Depression Portfolio Resources:

Here is a list (pdf) of the Staff Resources that were included in the previously mailed Depression Portfolio. If you are interested in obtaining copies of any specific resource, please call Network #15 at 303-831-8818.

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Quality of Life

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Advance Care Planning

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Additional Patient Services Resources

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Intermountain End-Stage Renal Disease Network, Inc.
165 S. Union Blvd., Suite 466, Lakewood, CO 80228
Phone: 303-831-8818     Fax: 303-860-8392
Toll free for patients only: 1-800-783-8818 or 1-888-777-0105

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Supported by Centers for Medicare and Medicaid Services (CMS) Contract No.HHSM-500-2013-NW015C. The content of this web site does not necessarily reflect the views or policies of CMS or the Department of Health and Human Services; nor does mention of trade names, commercial products, or organizations imply endorsement by the U.S. Government. Network #15 assumes full responsibility for the accuracy and completeness of this web site.