Ask the expert: We are approaching the seven-day mark and have a patient grievance that has not been reviewed. Is there anything we can do to stay in compliance with the CMS regulation regarding patient grievances?

First, keep in mind that CMS requires your organization to address the patient grievance within seven days of its filing, by acknowledging receipt of the concern with the patient/family. You have more than seven days to complete the investigation. If it will take longer than seven days, complete the following steps to maintain compliance with CMS regulations:

• Acknowledge receipt of the complaint to the patient or family member who filed the grievance
• Assure the patient of the family  member that the organization is investigating the grievance
• Provide the patient or family member with timeframe for completing the investigation
• Commit to notifying the patient or family member of the outcome of the investigation

 

This week’s question and answer are from Legal Strategies for MSPs & Physician Leaders: Prevent Negligent Credentialing and Protect Peer Review by Anne Roberts, CPMSM, CPCS.