Md. Code Regs. 32.03.02.04 - Complaint Investigation Procedures

A. The Ombudsman Program is responsible for investigating complaints made by or on behalf of residents of related institutions concerning the provision of services to residents.

B. Investigation responsibilities shall include but not be limited to:

(1) Personal contact with the resident who has made the complaint or on whose behalf the complaint was made;

(2) Interviews with appropriate officials and staff of the related institution and other appropriate resource people;

(3) Visits with residents other than the resident who has complained or on whose behalf the complaint has been made if it is necessary to verify the complaint or to protect the confidentiality of the complaint or resident;

(4) Documentation of the complaint and investigation;

(5) Periodic communication with the complainant and resident to keep them informed of the status of the investigation.

C. The patient advocate shall visit related institutions between 9 a.m. and 5 p.m. and during regular visiting hours except when the nature of the complaint requires visitation at other hours.

D. Upon entering a related institution, the patient advocate shall comply with any reasonable policy of the facility with regard to the identification of visitors and shall carry an identification card.

E. The patient advocate shall knock on a resident's room door before entering and identify himself/herself and the program immediately. A resident shall have the right to refuse to communicate with the patient advocate. Any refusal shall be made directly to the patient advocate and not through an intermediary.

F. The patient advocate may not disclose the identity of any complainant or resident unless:

(1) The complainant or resident, or a legal representative of either, consents in writing to the disclosure and specifies to whom the identity may be disclosed; or

(2) A court orders the disclosure.

G. If the resident's room does not permit private consultation between the patient advocate and the resident or if the consultation infringes on the rights of roommates, the facility shall provide a private place for a consultation.

Notes

Md. Code Regs. 32.03.02.04