Mechanism for Patient Grievances and Patient Suggestions
Any patient with a complaint or grievance is entitled to
reasonable investigation of the complaint with resolution
acceptable to the patient and the organization. The nature of
the complaint and all possible causes of the complaint will
be immediately reviewed. If the complaint can not be resolved
at that point and time it is now considered a grievance. All
grievances are documented in writing.
In this organization the patient is informed regarding the
mechanism for grievance via: The patient signing a form stating that they have received this information.
Information gathered from all sources will be reported on the Incident Report Form or Patient Grievance
Complaints concerning lost or damaged patient property will
be handled by the designated staff member with appropriate
input from the Medical Director if commitments in excess of
$150 are made. Consistent with the requirements of the
professional liability carrier, notification will be made to
the insurance company.
Injuries to patients (i.e., falls, etc.) will be reported on
the Incident Report Form; appropriate notification will be
made to the insurance company.
For Medicaid Patients: Any written communication to patients
or families regarding their complaint will contain the
following statement: 'If you do not agree with the resolution
of this issue and you are a recipient of Medicaid, please
direct your concerns/complaint to:
Department of Health Services
State Department of Health and or
The Centers for Medicare and Medicaid Services
877-267-2323 TTY Toll-Free 866-226-1819
All grievances will be considered for evaluation by Risk
Allegations that will be addressed immediately, not within a
specified time frame include: accusations of mistreatment,
neglect, verbal, mental, sexual or physical abuse.
Substantiated allegations will be reported to the state
authority or the local authority or both.
However all or any grievance will be investigated as per the
time frame indicated below.
1. The date and time of the grievance
2. If a solution to the grievance is not readily assured,
the patient will be made aware of the actions which will
be taken to resolve the matter. Additionally this review
and resolution will take place within 48 hours from
the time of the grievance was reported.
3. The Medical Director will be informed of the grievance
4 Once a resolution is reached, the patient will be
notified of the actions taken to resolve the grievance.
5. The patient will be provided written notice of the
organization's decision. The notice will contain the
name of the organization's contact person, the steps
that were taken to investigate the grievance, the
results of the grievance process and the date the
grievance process was completed.
6. The grievance will be discussed at the next staff
meeting. The grievance will be reviewed from a risk
management standpoint and it will be determined what
changes in policy and procedure, if any must be made.
Patient Suggestions :
Patient's may make suggestions to the organization either via
the patient satisfaction survey, by requesting time with a
member of the staff for a one on one conversation or suggestion box.
Suggestions will be discussed at either staff meetings or
quality assessment meetings.
Approved By Governing Board