Mich. Admin. Code R. 325.45241 - Complaint filed with health facility or agency; procedure
Rule 241.
(1) A
health facility or agency shall adopt written policies and procedures for the
initiation, investigation, and resolution of complaints filed by a patient, or
the patients legal guardian or designated representative when that person has
standing. The procedure to file a complaint must be made available to the
patient at the time of admission and upon request. The procedure must contain,
at a minimum, all of the following:
(a) A
notice that an individual may file a complaint, orally or in writing, with the
health facility or agency, the department, or both.
(b) The name, title, and contact information
of the health facility or agency staff member who is responsible for receiving
complaints.
(c) The contact
information necessary to file a complaint with the department.
(d) Resources to assist the individual with
writing a complaint if needed.
(2) If a complaint does not allege serious
injury, harm, impairment, or death and is resolved to the individuals
satisfaction prior to the completion of the investigation, the investigation
may be discontinued.
(3) If a
standard complaint form is used, a copy of the form must be provided to each
patient or the patients legal guardian or designated representative upon
request.
(4) Investigation of a
complaint that alleges serious injury, harm, impairment, or death must start
within 3 business days of receipt of the complaint.
(5) Investigation of a complaint that does
not allege serious injury, harm, impairment, or death must start within 7
business days of receipt of the complaint.
(6) A complaint investigation must be
completed within 15 business days of initiation of the investigation. If the
investigation is not completed within 15 business days, the health facility or
agency shall document the reason for the delay and notify the complainant of
the anticipated completion date.
(7)
A health facility or agency shall deliver to the individual the written results
within 10 business days of completion of the investigation. This subrule does
not apply when a complaint is filed anonymously.
(8) A comment on a patient satisfaction
survey or other method used by a health facility or agency to gather feedback
does not constitute a complaint.
(9)
The individuals allegation must be of a nature that describes a possible
violation of state law or rule. The individual does not need to cite the
specific state law or rule.
(10) A
health facility or agency shall maintain for 3 years any complaints filed under
its complaint procedure, all complaint investigation reports, and
correspondence delivered to each individual that filed a
complaint.
Notes
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