When the grievance is resolved, CMS regulations require that the organization send the patient a written response that includes a description of the actions taken to investigate the grievance, the results of those actions, the date of completion of the grievance process, and the name of a contact person. Hereditary hemorrhagic telangiectasia - Symptoms and In most young children, this care can be entirely social. Standard, interpretive guidelines and surveyor guidance for hospitals. THYROID ABBREVIATIONS & DEFINITIONS Health Syst Risk Manage 2016Aug 17. https://www.ecri.org/components/HRC/Pages/PtSup1.aspx. Accreditation coordinator, Administration, Corporate compliance, Ethics committee, Legal counsel, Nursing, Patient safety officer, Quality improvement, Social services, Staff education, Ready, Set, Go: Managing Patient Complaints and Grievances, Although it is important to address both complaints and grievances in a timely and effective manner, recognizing the difference between the two is a critical foundation for any grievance resolution process. Organizations may wish to develop templates to be used as a framework for written response that can be customized for individual situations. Jt Comm J Qual Patient Saf 2013 Oct;39(10):435-46. Service recovery can therefore be instrumental in restoring patients' trust and confidence in the organization's ability to "get it right.". Some facilities have posted signs in patient rooms with the name and phone number of the individual whom patients can contact in the event of a complaint or grievance. Patients may complain or submit grievances to any staff member; therefore, all staff, especially physicians and others who have direct contact with patients, should receive education on the facility's grievance process, how to differentiate between complaints and grievances, and how to direct grievances to appropriate personnel. (Venn). Specificity is essential to receive full reimbursement. Hospital Recognition Committee, see there. HRC Managing Patient Complaints and Grievances, ECRI Permissions Agreement Clinical Practice Guidelines, Aging Services Risk Quality and Safety Guidance, Strategies for Sustained Improvement in Complaint Capture. Included in these is the right to express grievances or concerns about care. http://www.ncbi.nlm.nih.gov/pubmed/26111366, McMullin L. The hidden risks in patient complaints. http://www.ncbi.nlm.nih.gov/pubmed/15285473, Foreman J. Some people take medication, and some do not; some adults have surgeries, and others do not. The Centers for Medicare and Medicaid Services (CMS) outlines requirements for addressing grievances in its Conditions of Participation (CoPs) and has published interpretive guidelines on this topic. Since 2004, HCCs have been used by the Centers for Medicare and Medicaid Services (CMS) as part of a risk-adjustment model that identifies individuals with serious acute or chronic conditions. As stated in CMS interpretive guidance, "a grievance is considered resolved when the patient is satisfied with the actions taken on [his or her] behalf.". http://www.ncbi.nlm.nih.gov/pmc/articles/PMC2564001 PubMed: (AHRQ), Interviewing the patient is important not only to gain understanding of his or her perspective about the situation, but also to ensure the patient's eventual satisfaction, which determines the resolution of the issue. In addition to satisfying applicable regulatory and accrediting requirements, sending follow-up correspondence is simply good customer service. Facilities often provide this information on their websites or in written materials provided to patients on admission and may want to review these materials to ensure that the language is clear and easily understandable. Basic Medical Terminology: 100 Medical Phrases To Know It also prevents insurers from providing health benefits that include gender affirming-care, and prevents Medicaid, CHIP, or other publicly-funded insurers from covering gender-affirming care. Considering the broad language of CMS interpretive guidance, many patient concerns may fall into the category of grievances. AHRQ posits that when patients experience repeated breakdowns in service, they naturally lose confidence in the care they receive and question how an organization that cannot get the "small things" correct can be trusted to master the complicated processes integral to the delivery of high-quality healthcare. However, if the issue is coloring their perspective on their overall interaction with the organization, it is worth the time to get to the bottom of the issue and attempt to make the problem right in the eyes of the patient or his or her representative, if at all possible. 2014 Aug [cited 2016 Jun 30]. Levin CM, Hopkins J. Healthcare organizations must develop processes for addressing patient complaints and grievances in order to comply with federal regulations and accreditation standards, as well as to protect patients and reduce liability. PubMed: Clinical documentation is key to capturing a patients condition, but do you know just how much it can impact an organizations reimbursement? United States Army Human Resources Command "Soldiers First!" Hospitals must attempt to resolve all grievances as soon as possible. All written complaints are considered grievances. Action Recommendation: Empower frontline staff to act as the first line of defense against complaints. WebHaving particularly high or low levels of hemoglobin in your blood cells can be a sign of current or future health problems, so an MCHC test can help you prevent or resolve a (Plus How To Write One), 7 Certifications To Consider for Benefits Professionals in HR, What Is Business Leadership? Healthcare organizations must take a proactive approach and actively solicit feedback in order to captureand resolveall patient complaints and grievances. ,random By helping patients and families develop realistic expectations for treatment and prognosis at the outset, physicians and staff can avoid many complaints in the longer-term. by 9. Arrow. In: 2016 Comprehensive accreditation manual for hospitals. Organizations should track and document time frames for responding to grievances so that this information can be provided to surveyors if necessary. Staff were made aware through management meetings and new employee orientation that all patient complaints should be referred to the patient representative department. Although these requirements apply to patients whose care is funded by Medicare and Medicaid, the recommendations are appropriate for any healthcare organization in handling patient complaints and grievances. To make a general inquiry, please visit our contact page. Scores are calculated on an annual basis. (Levin and Hopkins) See For more information, please visit https://www.hrc.org/resources/get-the-facts-on-gender-affirming-care. http://www.hcca-info.org/Portals/0/PDFs/Resources/Conference_Handouts/Compliance_Institute/2010/508handout.pdf. Boston Globe. This information should not be considered complete, up to date, and is not intended to be used in place of a visit, consultation, or advice of a legal, medical, or any other professional. Even if you're not interested in a medical career, these terms can be useful to know when speaking with your health care and insurance providers. Patients should be notified of their legal rights upon admission or as soon as possible after admission to the facility. 2006 May 1 [cited 2016 Jul 8]. Healthcare facilities should proceed with guidance from both the facility's legal counsel and its malpractice insurance carrier. Physicians and other staff members may instinctively rush through discussions with patients who exhibit dissatisfaction; however, it is important to treat patients who are complaining or upset calmly in order to relieve their dissatisfaction and prevent lawsuits. Ensure the involvement of the organization's governing body or its designated grievance committee. "As the Army develops cyber capability and establishes a Cyber Electromagnetic Branch, In its report presented to King Abdullah, the, "These committees went down to the affected area and carried out a final inspection of the damage before submitting their reports to the, Thanks to the popularity of the red equal symbol, which typically has the traditional yellow equal sign in front of blue background, the, Funding for the bikes was provided by UNHCR through the joint UNDP Project with the, The EU will be presenting a resolution to the, Dictionary, Encyclopedia and Thesaurus - The Free Dictionary, the webmaster's page for free fun content, Why Sri Lanka co-sponsored the UN resolution, Occupation takes further measures to restrict the movement in Hebron old city, Produccion y calidad de huevos de codornices alimentadas con dietas con harina de residuos aserrados de carnicerias, Human Resources Command stands up new Cyber Branch, Victims of Sidon clashes get final payouts, Red Equal Sign Goes Viral On Facebook Again During SCOTUS Gay Marriage Equality Hearings For DOMA And Prop 8, UNDP and UNHCR handover fifteen motorbikes to the Human Rights Commission, FOREIGN AFFAIRS COUNCIL : EU SETS OUT PRIORITIES FOR UN HUMAN RIGHTS COUNCIL. Organizational policy should detail the principal steps in a grievance investigation, which may include, but are not limited to, the following (Venn): It is important that staff understand that the investigative process is focused not on blame but on resolution and improvement; this can make a substantial difference in staff's willingness to report complaints and assist in their resolution. One study found that patient complaints about physicians were associated with lawsuits or events identified as potentially leading to lawsuits against those physicians; a physician's risk of being sued was higher when patients complained about the treatment received while under his or her care (Hickson et al.). NASA, For example, it would overrule the usual medical malpractice rules - that govern everything from childbirth to plastic surgery to a quadruple bypass - to make a special rule saying that an insurer would have to pay for any detransition-related care received at any point in a persons life. Organizations may wish to work with legal counsel to develop templates for the documentation of patient concerns, as well as all interviews and written responses. WebHR Abbreviation for: haematologic remission haemorrhagic retinopathy hairpin ribozyme hazard ratio heart rate heat resistant high responder high risk histamine release You'll receive email updates from HRC. Knowing some of these may help you determine the meaning of a term: Asphyxia: Choking or loss of consciousness due to oxygen deprivation, Onc(o)-: To do with tumors or masses, often related to cancer, Stasis: Causing the flow of a fluid, such as blood, to slow or stop, Viscous or viscosity: Sticky or thick, thickness, Related: .css-1f8zkg3{border-radius:0;color:#2557a7;font-family:"Noto Sans","Helvetica Neue","Helvetica","Arial","Liberation Sans","Roboto","Noto",sans-serif;-webkit-text-decoration:none;text-decoration:none;-webkit-transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);border-bottom:1px solid;cursor:pointer;}.css-1f8zkg3:hover{color:#164081;}.css-1f8zkg3:active{color:#0d2d5e;}.css-1f8zkg3:focus{outline:none;border-bottom:1px solid;border-bottom-color:transparent;border-radius:4px;box-shadow:0 0 0 1px;}.css-1f8zkg3:focus:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-1f8zkg3:visited{color:#2557a7;}.css-1f8zkg3:hover,.css-1f8zkg3:active{color:#164081;}@media (prefers-reduced-motion: reduce){.css-1f8zkg3{-webkit-transition:none;transition:none;}}.css-1f8zkg3:focus:active:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-drd2z{border-radius:0;color:#2557a7;font-family:"Noto Sans","Helvetica Neue","Helvetica","Arial","Liberation Sans","Roboto","Noto",sans-serif;-webkit-text-decoration:none;text-decoration:none;-webkit-transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);border-bottom:1px solid;cursor:pointer;}.css-drd2z:hover{color:#164081;}.css-drd2z:active{color:#0d2d5e;}.css-drd2z:focus{outline:none;border-bottom:1px solid;border-bottom-color:transparent;border-radius:4px;box-shadow:0 0 0 1px;}.css-drd2z:focus:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-drd2z:visited{color:#2557a7;}.css-drd2z:hover,.css-drd2z:active{color:#164081;}@media (prefers-reduced-motion: reduce){.css-drd2z{-webkit-transition:none;transition:none;}}.css-drd2z:focus:active:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}32 Career Paths in the Medical Field To Explore.css-r5jz5s{width:1.5rem;height:1.5rem;color:inherit;display:-webkit-inline-box;display:-webkit-inline-flex;display:-ms-inline-flexbox;display:inline-flex;-webkit-flex:0 0 auto;-ms-flex:0 0 auto;flex:0 0 auto;height:1em;width:1em;margin:0 0 0.25rem 0.25rem;vertical-align:middle;}. Complaints, as defined by CMS, are patient issues that can be resolved promptly or within 24 hours and involve staff who are present (e.g., nursing, administration, patient advocates) at the time of the complaint. You can often determine what a medical term means if you understand some basic prefixes and suffixes, such as: -algia: Indicates pain or a painful condition. Service recovery is a process that organizations can use to "recover" dissatisfied patients by identifying and addressing the problem or otherwise making up for failures in clinical operations or customer service. It is beneficial for all physicians to understand the frequency of complaints against them relative to their peers. Clinicians add HCCs to a patients medical record along with supporting documentation as required by CMS. Culture of Safety: An Overview - ECRI (Venn). The project team then centralized the process for complaint capture, effectively bringing all patient feedback data into one tracking system. Each HCC associated with a patient is assigned a relative factor that is averaged with any other HCC code factors and a demographic score. HCCs are used to calculate payments to healthcare organizations for patients who are insured by Medicare Advantage (MA) plans, Accountable Care Organizations (ACOs), some Affordable Care Act (ACA) plans and many more. Best Practices for Service Recovery. 2010), Human Resources Center (various locations), Hypermedia Research Centre (University of Westminster), Hampton Roads Center (various organizations), Homeschool Resource Center (various locations), Housing and Redevelopment Commission (various locations), Harley Rendezvous Classic (motorcycle rally), History Resource Center (various locations), Historical Reference Collection (US NASA), Hitachi Remote Copy (now Hitachi TrueCopy; Japan), Heugas Racing Club (radio controlled car racing; Heugas, France), Highway Research Center (Auburn University), Hotel, Restaurant, Culinary (various schools), Hearing Research Center (Michigan State University), Harness Racing Communications (United States Trotting Association), Houston READ Commission (Houston Center for Literacy; Houston, TX). HRC How someone transitions is their choice, to be made with their family and their doctor. WebHCC codes represent costly chronic health conditions, as well as some severe acute conditions. Skilled evaluation of the patient's understanding of treatment processes, risks, and expected results lays the foundation for managing any complaints that follow. Feedback, The World's most comprehensive professionally edited abbreviations and acronyms database, Hillary Rodham Clinton (democratic senator/presidential candidate; former first lady), House Republican Conference (US House of Representatives), Humanities Research Center (various universities), Human Resource Consultant (various organizations), Historic Resources Commission (various locations), Health Research Committee (various organizations), Horticultural Research Centre (various locations), Hubbell, Roth, & Clark (consulting company), Holocaust Resource Center (various locations), Humanitarian Response Consortium (est. Organizations can only address complaints of which they are aware. Action Recommendation: Educate all physicians and staff on grievance processes. The grievance process must include a mechanism for timely referral of patient concerns regarding quality of care or premature discharge to the appropriate Utilization and Quality Control Quality Improvement Organization. Related: .css-1f8zkg3{border-radius:0;color:#2557a7;font-family:"Noto Sans","Helvetica Neue","Helvetica","Arial","Liberation Sans","Roboto","Noto",sans-serif;-webkit-text-decoration:none;text-decoration:none;-webkit-transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);border-bottom:1px solid;cursor:pointer;}.css-1f8zkg3:hover{color:#164081;}.css-1f8zkg3:active{color:#0d2d5e;}.css-1f8zkg3:focus{outline:none;border-bottom:1px solid;border-bottom-color:transparent;border-radius:4px;box-shadow:0 0 0 1px;}.css-1f8zkg3:focus:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-1f8zkg3:visited{color:#2557a7;}.css-1f8zkg3:hover,.css-1f8zkg3:active{color:#164081;}@media (prefers-reduced-motion: reduce){.css-1f8zkg3{-webkit-transition:none;transition:none;}}.css-1f8zkg3:focus:active:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-drd2z{border-radius:0;color:#2557a7;font-family:"Noto Sans","Helvetica Neue","Helvetica","Arial","Liberation Sans","Roboto","Noto",sans-serif;-webkit-text-decoration:none;text-decoration:none;-webkit-transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);border-bottom:1px solid;cursor:pointer;}.css-drd2z:hover{color:#164081;}.css-drd2z:active{color:#0d2d5e;}.css-drd2z:focus{outline:none;border-bottom:1px solid;border-bottom-color:transparent;border-radius:4px;box-shadow:0 0 0 1px;}.css-drd2z:focus:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-drd2z:visited{color:#2557a7;}.css-drd2z:hover,.css-drd2z:active{color:#164081;}@media (prefers-reduced-motion: reduce){.css-drd2z{-webkit-transition:none;transition:none;}}.css-drd2z:focus:active:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}How To Get a Medical Coding Job From Home With No Experience.css-r5jz5s{width:1.5rem;height:1.5rem;color:inherit;display:-webkit-inline-box;display:-webkit-inline-flex;display:-ms-inline-flexbox;display:inline-flex;-webkit-flex:0 0 auto;-ms-flex:0 0 auto;flex:0 0 auto;height:1em;width:1em;margin:0 0 0.25rem 0.25rem;vertical-align:middle;}. Joint Commission. Additionally, before instituting well-intentioned responses to patient grievances, such as giving gifts or writing off copays, organizations should consult legal counsel to determine whether doing so would violate federal or state fraud or abuse law. Health Care Compliance Association national conference. Training should include understanding human reactions and the ways people with different types of personalities complain. Proponents of bills that limit access to gender-affirming care have claimed to do so because they believe transgender youth cant understand the long-term consequences of their care - ignoring the fact that parents must consent to any care a minor receives - but bills like SB 1029 reveal that their aim is broader: to prohibit access to medical care for all transgender people, including transgender adults. Login. HRC. Hierarchical Condition Categories (HCCs) arent a new concept, but as more and more organizations shift to value-based care, there has been renewed interest in the subject. See Radiologist places a lead apron to help protect you from radiation. Appendix Asurvey protocol, regulations and interpretive guidelines for hospitals. Managing patient complaints andgrievances. The hospital's governing body must approve and be responsible for the effective operation of the grievance process and must review and resolve grievances, unless it delegates the responsibility in writing to a grievance committee. The Human Rights Campaign uses cookies to improve your site experience. BP: Blood pressure, a measurement of the pressure exerted by the flow of blood upon vessel walls. (41) Business & Finance (14) Slang, Chat & Pop culture (5) Implement policies, procedures, and processes for investigation and resolution of patient complaints and grievances. Medical, Safety, Management. If staff are in doubt as to whether a complaint is a grievance, best practice is to err on the side of caution and label the complaint a grievance. The full form of HRC in hardness is sometimes refers as RC, It is an abbreviation of rockwell hardness which is measured on the C scale, The rockwell scale is a hardness scale which is based on indentation hardness of a material. Acknowledge receipt of complaints that cannot be resolved immediately and notify the patient of follow-up to the complaint. For example, diabetes with no complications, HCC code 19, pays a $894.40 premium bonus, while diabetes with ESRD, requires 2 HCC codes, 18 and 136, and has a bonus of $1273.60. (ii) The grievance process must specify time frames for review of the grievance and the provision of a response. Speak in a quiet space with as few distractions as possible. (McMullin; NCAL). It is critical that staff have essential skills such as the ability to listen without becoming defensive, be empathetic, handle emotion, solve problems, and follow through. PubMed. So far in 2023, HRC is opposing more than 500 anti-LGBTQ+ bills that have been introduced in statehouses across the country. (Levin and Hopkins; AHRQ). Emphasis on patient-centered care has increased, as have calls for transparency of patient satisfaction data. WebHRC. (AHRQ) It is also common for patients and families to avoid complaining for fear of retaliation (NCAL). Regardless of which department originally receives the grievance, it must be forwarded promptly to the designated grievance committee for investigation and follow up. If an investigation cannot be completed or a grievance cannot be resolved within seven days, the patient or the patient's representative should be informed that the process is ongoing and that he or she will receive a written response within a specified time period according to organizational policy.
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