Why are grievances and complaints so challenging?

Many hospitals are surprised at the number of regulations and the detailed requirements to comply with this problematic standard. The Joint Commission issued changes on grievances and complaints that become effective July 1, 2009 and 2010 which continue into 2012. 

Do not miss this 90 minute webinar where nurse attorney Sue Dill Calloway will cover in detail the CMS grievance requirements which are a frequent source of investigation. She will also discuss The Joint Commission 2012 standard on complaints and how this correlates to the CMS grievance interpretive guidelines.

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:

• Consumer Advocates or Patient Advocate
• Chief Operating Officer (COO)
• All nurses with direct patient care
• All nurse managers
• Joint Commission Coordinator
• All department directors
• Chief Executive Officer (CEO)
• Chief Nursing Officer (CNO)
• Chief Medical Officer (CMO)
• Board Members
• Quality Improvement Coordinator
• Risk Managers
• Nurse Educator
• Patient Safety Officer
• Emergency Department Manager
• Nurse Managers/Supervisors
• Compliance Officer
• 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.

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.

Refund Policy:

If you are not able to attend for any reason, please notify us as soon as possible. Webinar cancellations received prior to the start time of the webinar are fully refundable. If you prefer, you may substitute an upcoming webinar for the one you originally registered for.

Recorded: Wednesday, February 1, 2012