This course will cover the new proposed changes to grievance and complaints issued February 2, 2011.  This program will also highlight The Joint Commission’s 2011 standard on complaints and how this correlates to the CMS grievance interpretive guidelines.

Why are grievances and complaints so challenging? Register for this 90-minute webinar where nurse attorney Sue Dill Calloway will talk about the proposed CMS changes that if finalized are expected to significantly increase the number of grievances filed by making patients more aware of their rights. Hospitals really need to be sure they are following these guidelines correctly!

Learning Objectives:

• Discuss why hospitals that receive reimbursement for Medicare patients must follow the CMS Conditions of Participation on grievances.
• Identify CMS grievance regulations, including the requirement to have a grievance committee.
• Describe why the hospital board must approve the grievance policy and procedure.
• Explain why, in most cases, the patient must be provided with a written notice that includes the steps taken to investigate the grievance, the results, and the date of completion.

Target Audience:

• Chief Executive Officer (CEO)
• Chief Operating Officer (COO)
• Chief Nursing Officer (CNO)
• Chief Medical Officer (CMO)
• Board Members
• Joint Commission Coordinator
• Quality Improvement Coordinator
• Risk Managers
• Nurse Educator
• Patient Safety Officer
• Emergency Department Manager
• Nurse Managers/Supervisors
• Compliance Officer
• Consumer Advocates
• Staff Nurses
• Clinic Managers
• Medical Department Nurse Manager
• Surgery Department Nurse Manager
• OR Nurse Director
• ICU Nurse Director
• CCU Nurse Director
• Outpatient Director
• Lab director
• Policy and procedure committee
• Ethicist
• Anyone involved in the implementation of the CMS grievance or Joint Commission complaint standards

Level: All levels

Meet your Expert:

Sue Dill Calloway is a nurse attorney and medical-legal consultant. She has done many educational programs for nurses, physicians, and other health care providers. She has spoken internationally on patient safety, risk management, legal, regulatory, and CMS and Joint Commission issues. She has authored over a thousand articles and a hundred books including a book on the Compliance Guide to the Joint Commission, CMS Patient Rights Standards and a book on 2009 Joint Commission Leadership and many books on nursing law and nursing law and ethics.  

Her associate degree is from Central Ohio Technical College and Ohio State University. Her BA, BSN in Nursing, MSN in nursing (summa cum laude) and JD degree (law degree with honors) are from Capital University in Columbus, Ohio.

Participation:

Each listener participates in the continuing education activity by listening to the webinar and completing the online post test and evaluation.

Accreditation Statement:

AHC Media is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center's Commission on Accreditation.

Credit Designation:

This activity has been approved for 1.5 nursing contact hours using a 60-minute contact hour.

Provider approved by the California Board of Registered Nursing, Provider # 14749, for 1.5 Contact Hours.

Sponsor:

The sponsor of this educational activity is AHC Media.

Recorded: Monday, September 26, 2011