12 Va. Admin. Code § 5-391-250 - Complaints
A. The hospice
program shall establish and maintain complaint handling procedures that specify
the:
1. System for logging receipt,
investigation and resolution of complaints;
2. Format of the written record;
3. Method in which the adult protective
services unit of the local social services department is to be informed and for
what complaints; and
4. Description
of the appeal rights if a complainant is not satisfied with the
resolution.
B. The
hospice program shall designate staff responsible for complaint resolution,
including:
1. Complaint intake, including
acknowledgment of complaints;
2.
Investigation of the complaint;
3.
Review of the investigation of findings and resolution of the complaint;
and
4. Written notification to the
complainant of the proposed resolution within 30 days from the date of receipt
of the complaint.
C. The
patient or his designee shall be given a copy of the hospice program's
procedures for filing a complaint at the time of admission to service. The
hospice program shall provide each patient or his designee with the name,
mailing address, and telephone number of the:
1. Hospice program contact person ;
2. State Ombudsman; and
3. Complaint Unit of the OLC .
D. The hospice program shall
maintain documentation of all complaints received and the status of each
complaint from date of receipt through its final resolution. Records shall be
maintained from the date of the last licensure inspection and for no less than
three years.
Notes
Statutory Authority
§§ 32.1-12 and 32.1-162.5 of the Code of Virginia.
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