Grievances and Complaints: Ensuring Hospitals Compliance (W4040)-Grievances and Complaints Ensuring Hospitals Compliance

Video Transcription

Video Summary

In this webinar, Ms. Laura Dixon, an expert in risk management and patient safety, discussed the critical process of handling grievances and complaints in healthcare settings, specifically under CMS guidelines. She emphasized the importance of a clearly outlined grievance process to ensure patient concerns are addressed promptly and effectively. The seminar highlighted that grievances, whether written or verbal, need attention if they cannot be resolved by the staff present at the time of occurrence. <br /><br />Laura drew upon her extensive experience in healthcare risk management to detail the roles of governing bodies and committees in grievance resolution. The inclusion of a grievance procedure in hospital policies is vital for compliance with CMS, Joint Commission, and DNV standards. This process mandates a written response to grievances within a generally accepted timeframe, typically around seven days, though it may vary based on the complexity of the issue. Written responses should include investigation outcomes and any steps taken to resolve the issue.<br /><br />The presentation also touched on special considerations, such as dealing with grievances involving potential discrimination as outlined in Section 1557 of the Affordable Care Act and the provision of interpreter services for patients with limited English proficiency. Moreover, there was a discussion on handling situations where patients have initiated or intend to initiate legal action.<br /><br />Finally, poll questions and a case study offered participants practical scenarios to deepen their understanding of grievance procedures, emphasizing responsiveness and documentation as key components of the grievance management strategy.

Keywords

risk management

patient safety

grievance process

CMS guidelines

healthcare complaints

governing bodies

hospital policies

compliance standards

written response

Section 1557

interpreter services

legal action