MEL is MetroHealth’s reporting hotline and web-based site supported by our third-party vendor, Ethico, dba ComplianceLine. It is a comprehensive and confidential reporting tool that enables all our Workforce Members1 , patients, visitors, community members, and others to report concerns of fraud, abuse, or other misconduct in our environment and to promote a healthy and safe experience for everyone.

Yes. Ethico’s call centers accept reports for MetroHealth via telephone (216-778-1660) or
the web form, 24 hours a day, seven days a week.

Yes! As a reporter, you are NOT required to identify yourself. Whether submitting your
report by webform or by telephone, providing your name and contact information is
entirely optional. You may choose to remain anonymous to MetroHealth while still
providing your contact information for follow-up. Your contact details will be kept
confidential and will not be accessible to the investigator. At the completion of the
reporting process, you will be provided a case number that will allow you to follow-up on
your case at a later time.

You can raise concerns about potential violations of MetroHealth’s policies, procedures,
our Code of Conduct, the law or regulations. Some examples include potential fraud and
abuse, privacy issues, violations of Ohio Ethics laws, billing concerns, conflicts of interest,
and more. Reporters are protected from retaliation for concerns raised in good faith.

See HR-80: Non-Retaliation

You can also reach out for guidance or to ask questions.

The Ethics and Compliance Department (EC) must receive specific details concerning the
matter in order to facilitate a thorough investigation. Providing partial or incomplete
information may result in case closure due to insufficient information. Information
needed to complete a thorough investigation may include:

• First/last name of person(s) or organization(s) engaged in alleged wrongdoing
• Description of the event, location, and date/time of when event occurred
• Specific details or synopsis of the concern(s) being raised
• First/last names of witnesses to the event or others who may have knowledge of
  the concern(s) being raised
• How the event was discovered if the reporter was not a participant or directly
  involved
• Supporting documentation if available, including policies, memoranda, emails,
  text messages, etc.

Yes. When reporting online, you can upload documents, related evidence, photos, etc., as
attachments. If you report by telephone, Ethico’s hotline agents may be able to provide
you with an email address so you can forward supporting documentation.

As MetroHealth commits itself to our STAR-IQ values, we must be diligent and maintain
high standards of integrity. In the best interest of MetroHealth and our patients, you have
an obligation to report unsafe practices, unethical behavior, or violations pertaining to
our Code of Conduct, policies or procedures, or applicable laws or regulations.
When someone violates our Code of Conduct, policies or procedures, or applicable laws or
regulations, the impact can extend beyond the individuals involved and affect the entire
organization. If a law is violated, it may result in civil or criminal consequences for
MetroHealth or the person(s) responsible.
We take any potential violation seriously. Reports of potential misconduct are
investigated carefully, and steps are taken to correct the situation, including disciplinary
action when appropriate.

Reports made online, or through Ethico’s call centers, are maintained on Ethico’s secure
servers. A limited number of designated employees at MetroHealth and Ethico have
access to view these reports. Ethico’s employees and MetroHealth investigators are
specially trained to handle complex and sensitive matters in a confidential manner

Each allegation reported is unique, so the estimated time of completion depends on
many factors, such as the complexity of the issue, the number of people involved, the
nature and extent of documents or other evidence involved, and the urgency of the
matter.

As a reporter, you may check on the status of your case at any time, either by telephone
or online. Reporters following up on a case online will be required to provide the original
case number and a passcode. For verification purposes, reporters following up by
telephone will be required to verify key report content along with providing their original
case number.

Confidentiality means that MetroHealth investigators will not disclose information to
individuals outside of the reasonable “need to know” standard. This includes information
received, used, maintained, or accessed during the course of normal duties, such as
investigations and case reviews.

Anonymity means that anyone may report a concern through the reporting channels
without disclosing their identity. Reports made in good faith will be taken and
investigated without an attempt to identify the reporter.
Be advised that:

• There are circumstances in which confidentiality and anonymity may not be
  maintained, such as disclosures pursuant to a subpoena or court order, a lawful
  discovery request or a disclosure necessary to resolve a potential compliance
  matter.
• Anonymity applies to an individual’s identity.
• Confidentiality applies to information received, used, maintained or accessed.
• Reporters may choose to release their identity during or after a completed
  investigation.
  • Information about a reporter’s identity, if provided, will be retained in EC’s
  permanent records.
• Information shared outside of the MEL case review process is not protected by EC.
• Information shared through the reporting channels may lead to indirect
  identification of a reporter given the specific details provided.