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How to File a Complaint or Request Records

On this page:

  • Filing a Complaint About an EMS or Trauma Systems Provider
  • Filing a Complaint About a Health Care Facility
  • Frequently Asked Questions About Complaints
  • Requesting Records from Health Care Regulation and Quality Improvement

  • Filing a Complaint About an EMS or Trauma Systems Provider

    EMS and Trauma Systems are responsible for processing complaints against EMS providers and Trauma System designations. View the licensed ambulance services in Oregon that EMS and Trauma Systems regulates. View the map of trauma system designations. If the entity is on the ambulance services list or the map of trauma system designations you may file a complaint using the instructions below. 
     
    To file a complaint
    1. Click on the EMS and Trauma Systems Complaint Intake Form.
    2. You may complete the form online and save or print it.
    3. Submit the form to our office by mail, e-mail or fax.
    MAIL: Mark clearly on the envelope *CONFIDENTIAL* and send to:
    Attention: Oregon Health Authority, EMS and Trauma Systems
    Professional Standards Enforcement
    PO Box 14450
    Portland, OR 97293
    E-MAIL: ems.psu@state.or.us

    FAX: (971) 673-0555


    If you have any questions regarding the EMS and Trauma Systems Complaint Intake Form, please contact our office at
    (971) 673-0530.


    Filing a Complaint About a Health Care Facility

    Health Facility Licensing & Certification (HFLC) is responsible for processing complaints for certain types of health care facilities and agencies. View a list of facility or agency types HFLC regulates. If the facility type is on the list you may file a complaint using the instructions below. If the facility type is NOT on the list, please use this Complaint Referral List to help you find the appropriate program for your complaint.
     
    To file a complaint
    1. Click on the Health Care Facility Complaint Intake Form.
    2. You may complete the form online and save or print it.
    3. Submit the completed form to our office by mail, e-mail or fax.

    MAIL: Mark clearly on the envelope *CONFIDENTIAL* and send to:

    Health Facility Licensing and Certification Program
    800 NE Oregon Street, Suite 465
    Portland, OR 97232

    E-MAIL: mailbox.hclc@state.or.us

    FAX: (971) 673-0556

    If you have any questions regarding the Health Care Facility Complaint Intake Form, please contact our office at
    (971) 673-0540.


    Frequently Asked Questions

    1. What happens after I submit a complaint?

    The information provided below will be carefully reviewed against the applicable Oregon Administrative Rules and/or Code of Federal Regulations for the specific facility or entity type the complaint is about. This review will determine if there are potential violations of those requirements and if this is the office with jurisdiction to take further action. You will be notified in writing of the results of the review. The letter will inform you what action this office has authority to take, which may include an unannounced, onsite investigation. If it is determined that the concerns fall under the jurisdiction of another agency or organization the letter will provide you with that information

    2. Is my personal and complaint information kept confidential?

    Your identity as the complainant is maintained confidentially to the extent permitted by law. The complaint systems are designed to protect anonymity and in most circumstances this office is prohibited from releasing complainant information.


    Requesting Records from Health Care Regulation and Quality Improvement 

    Health Care Regulation and Quality Improvement (HCRQI) maintains a public record for each licensed, certified, or registered acute health care facility or agency. View a list of facility or agency types HCRQI's Health Facility Licensing & Certification regulates. If the facility type is on the list you may request records using the instructions below. 
     
    To request records
    1. Click on the Request Public Records.
    2. You may complete the form online and save or print it.
    3. Submit the completed form to our office by mail, e-mail or fax.

    MAIL: Send to:

    Health Facility Licensing and Certification Program
    800 NE Oregon Street, Suite 465
    Portland, OR 97232

    E-MAIL: mailbox.hclc@state.or.us

    FAX: (971) 673-0556

    Special Note: If you are requesting a copy of a report following a survey or complaint investigation, the records may be delayed. These reports are called Statements of Deficiencies and the facility or agency must file a Plan of Correction describing how any deficiencies will be remedied. A Plan of Correction must be approved by the agency before the Statement of Deficiencies may be released.