Ga. Comp. R. & Regs. R. 111-8-65-.12 - Client Rights, Responsibilities, and Complaints

(1) A provider shall establish and implement written policies and procedures regarding the rights and responsibilities of clients, and the handling and resolution of complaints.

(2) Such policies and procedures shall include a written notice of rights and responsibilities which shall be provided to each client or responsible party, if applicable, when the service agreement described in rule .09(2) is completed. The required notice shall include the following items:

(a) Right to be informed about plan of service and to participate in the planning;

(b) Right to be promptly and fully informed of any changes in the plan of service;

(c) Right to accept or refuse services;

(d) Right to be fully informed of the charges for services;

(e) Right to be informed of the name, business telephone number and business address of the person supervising the services and how to contact that person;

(f) Right to be informed of the complaint procedures and the right to submit complaints without fear of discrimination or retaliation and to have them investigated by the provider within a reasonable period of time. The complaint procedure provided shall include the name, business address and telephone number of the person designated by the provider to handle complaints and questions;

(g) Right of confidentiality of client record;

(h) Right to have property and residence treated with respect;

(i) Right to receive a written notice of the address and telephone number of the state licensing authority, i.e. the department, which further explains that the department is charged with the responsibility of licensing the provider and investigating client complaints which appear to violate licensing regulations;

(j) Right to obtain a copy of the provider's most recent completed report of licensure inspection from the provider upon written request. The provider is not required to release the report of licensure inspection until the provider has had an opportunity to file a written plan of correction for the violations, if any, identified. The facility may charge the client reasonable photocopying charges;

(k) Right to be advised that the client and the responsible party, if applicable, must advise the provider of any changes in the client's condition or any events that affect the client's service needs.

(3) Such policies shall also include procedures for clients and others to present complaints, either orally or in writing, about services and to have their complaints addressed and resolved as appropriate by the provider in a timely manner.

(4) A provider shall supply all clients and responsible parties, if applicable, with the specific telephone number of the provider for information, questions or complaints about services being delivered by the provider.

Notes

Ga. Comp. R. & Regs. R. 111-8-65-.12

O.C.G.A. §§ 31-2-5, 31-2-7 and 31-7-300et seq.

Original Rule entitled "Client Rights, Responsibilities and Complaints" adopted. F. Feb. 20, 2013; eff. Mar. 12, 2013.