Patients can freely voice complaints and recommend changes without being subject to coercion, discrimination, reprisal, or unreasonable interruption of care, treatment, and services.
Any difference of opinion, dispute, or controversy between a patient or family/caregiver or patient representative and Homeliving Health Providers, Inc. concerning any aspect of services or the application of policies or procedures will be considered a grievance.
Homeliving Health Providers, Inc. will investigate complaints regarding treatment or care, mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and/or misappropriation of patient property by anyone furnishing services on behalf of the Homeliving Health Providers, Inc. and shall be responsible for asking the necessary questions to determine cause of injuries.
The Executive Director/Administrator will be informed of situations that may become detrimental to good patient relations, and will be committed to maintaining a consistently high level of patient relations. This grievance procedure will be included in the Patient Bill of Rights document given to each patient upon admission.
Homeliving Health Providers, Inc. personnel receiving the complaint will discuss, verbally and in writing, the grievance with the Clinical Supervisor within five (5) days of the alleged grievance. The Clinical Supervisor will investigate the grievance within five (5) days after receipt of such grievance and will make every effort to resolve the grievance to the patient’s satisfaction. Response to the patient regarding the complaint will occur within ten (10) days of receipt.
If the grievance cannot be resolved to the patient’s satisfaction, the patient or his/her representative is to notify, verbally or in writing, the Executive Director/Administrator. The grievance must state the problem or action alleged and the date the Clinical Supervisor was notified. The Executive Director/Administrator or designee will then investigate the grievance and contact the patient or his/her representative regarding the grievance in an attempt to resolve the differences. The Executive Director/Administrator will respond to the patient within ten (10) days of notification of failure to resolve the complaint.
If the patient feels his/her grievance has not been resolved after working with Homeliving Health Providers, Inc. personnel, he/she will be informed of his/her right to notify the state via the respective toll-free telephone numbers, or other methods such as ombudsman, legal services, or adult protective services. The written admission guidelines, provided to the patient upon admission, list sources of assistance for complaint resolution.
Complaints and any action taken will be documented on a complaint form.
Corrective action will be specific and related to the complaint.
Resolution information will be communicated in writing to the patient or his/her representative filing the complaint.
Risk management personnel will be notified of any complaints which may involve litigation by the clinician involved completing an organization incident report or unusual occurrence form and forwarding a copy to the Risk Management Department.
Complaints received on patient satisfaction surveys will be documented on a complaint form and addressed as outlined above.
All complaints from patients who believe their privacy rights have been violated will be forwarded for review to the designated organization personnel or office specified in the Homeliving Health Providers, Inc. Notice of Privacy Practices.