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CMS listed grievances and complaints as the third most common problematic standard for hospitals. All staff should be educated on and follow the hospital’s board-approved grievance and complaint policy.
During this program, attendees will learn the CMS, TJC and DNV standards and requirements so they can help their facilities remain compliant with the grievance guidelines. Our expert will outline what is required to be documented in the medical record. Additionally, we'll discuss the proposed AHRQ consumer reporting system for patient safety events and how this could affect the area of grievances and complaints as well as the associated role of the consumer advocate.
The 2016 report by CMS found 773 hospitals out of compliance, which is 18.8% more than last year. Don’t let this happen to your hospital!
Make sure you have implemented the necessary P & Ps!
|- Board's responsibility||- Standards & deficiencies||- 7-day rule|
|- Standing order memo||- Preprinted order sheet changes||- Billing issues|
|- Audits and PI required||- Customer service and complaints||- TJC standards|
|- CMS definition of grievance||- Grievance committee requirements||- Patient satisfaction|
|- System analysis approach||- Telephone complaints after discharge||- Proposal by AHRQ|
|- Form to collect information||- HIPAA reqs if request not from patient||- P & P on grievances|
|- Process for prompt resolution||- Federal guidelines & survey procedure||- Federal register proposal|
|- DNV health NIAHO standards||- Referral to QIO and State Dept of Health||And more!|