POLICY STATEMENT: Affinity Home Hospice Services has a complaint resolution process that is implemented whenever a complaint is received.
PROCEDURES:
- Patients are informed of their right to lodge complaints without fear of discrimination, reprisal or interruption of care, treatment and services.
- Patients are informed of their right to lodge complaints about whatever concerns they might have, including but not limited to: care or lack of care received; any violations or concerns related to the agency’s privacy practices and respect for the confidentiality of the patient’s health information or violation of any other patient rights.
- The agency’s admission materials include a description of the complaint resolution process and the contact information for the agency and the State hotline (including hours of operation) that may be used to lodge a complaint.
- Complaints/concerns brought to the direct attention of any agency employee are addressed immediately whenever possible and brought to the attention of the RN Case Manager and the President/CEO.
- All complaints are documented in a complaint log by the RN Case Manager or President/CEO no more than 5 (five) business days from the date the complaint was first received.
- A documented investigation is conducted by appropriate personnel of all written or verbal complaints received by the agency.
- To resolve complaints, a minimum of 3 (three) attempts are made to contact the person filing the complaint by telephone. If telephone contact is unsuccessful, a letter is sent. Each contact, attempted contact, or action taken to resolve the issue is documented with the original complaint.
- Complaints or concerns expressed on a written survey are reviewed initially by the Director of Ancillary Services and then forwarded to the hospice President/CEO if appropriate. Follow-up is initiated whenever possible to resolve complaints or concerns.
- Corrective action is implemented, as appropriate, in response to substantiated complaints.
- Complaints are tracked and regularly reviewed to identify patterns or trends and performance improvement opportunities.
- Employees and volunteers receive training regarding the hospice’s complaint resolution process.
This policy was created on 11/10/2008 and updated on 7/29/2011.
