55 Pa. Code § 6100.51 - Complaints
(a) The provider
shall develop procedures to receive, document and manage complaints about a
service that are submitted by or on behalf of an individual.
(b) The provider shall inform the individual,
and persons designated by the individual, upon initial entry into the
provider's program and annually thereafter of the right to file a complaint and
the procedure for filing a complaint.
(c) The provider shall permit and respond to
an oral or written complaint from any source, including an anonymous source,
regarding the delivery of a service.
(d) The provider shall assure that there is
no retaliation or threat of intimidation relating to the filing or
investigation of a complaint.
(e) If
an individual indicates the desire to file a complaint in writing, the provider
shall offer and provide assistance to the individual to prepare and submit the
written complaint.
(f) The provider
shall document and manage a complaint, including a repeated
complaint.
(g) The provider shall
document the following information for each complaint, including an oral,
written or anonymous complaint, submitted by or on behalf of an individual:
(1) The name, position, telephone number,
e-mail address and mailing address of the initiator of the complaint, if
known.
(2) The date and time the
complaint was received.
(3) The
date of the occurrence, if applicable.
(4) The nature of the complaint.
(5) The provider's investigation process,
findings and actions to resolve the complaint, if applicable.
(6) The date the complaint was
resolved.
(h) The provider
shall resolve the complaint and report the findings or resolution to the
complainant within 30 days of the date the complaint was submitted unless the
provider is unable to resolve the complaint within 30 days due to circumstances
beyond the provider's control. In such instances, the provider shall document
the basis for not resolving the complaint within 30 days and shall report the
complaint findings or resolution within 30 days after the circumstances beyond
the provider's control no longer exist.
State regulations are updated quarterly; we currently have two versions available. Below is a comparison between our most recent version and the prior quarterly release. More comparison features will be added as we have more versions to compare.
No prior version found.