Patient Complaints and Grievances – Time
to Take Them Seriously
Recorded December
20, 2004
Faculty: Dan
Mulholland & Phil
Zarone
There's an old saying: "It doesn't pay to complain
because no one ever listens."
If a patient complains, the hospital better listen. If it doesn't,
the Feds will be all over it. New interpretive guidelines for the
patients' rights sections of the Medicare Conditions of Participation
for Hospitals issued earlier this year are very specific about
how hospitals need to respond to patient complaints and grievances.
Unfortunately, CMS surveyors in some states are taking liberties
with the new rules. They are telling hospitals that they have to
go beyond the basic CMS requirements and make disclosures to patients
that could be used against the hospital in a subsequent malpractice
case. Admitting fault or disclosing otherwise privileged information
through the patient grievance process could be disastrous from
a liability standpoint.
Topics discussed include:
- Medicare CoPs on Patient Grievances:
What They Say ... and What They Don't!
- Patient Issues vs. Patient Grievances: How
to Tell Them Apart
- Avoid Turning Your Grievance Process into
a Ticking Liability Time Bomb
- Coordinating Your Grievance Procedure with
Managed Care Grievances
- How to Explain the Rules to Surveyors
- JCAHO and State Licensure Rules on Patient
Grievances
- Protecting Legal Privileges While Handling
Patient Grievances
- Coordinating Patient Grievance Procedures
with Unanticipated Outcome Disclosures, Sentinel Events Reviews,
and Medical Error Reporting
- What Your Grievance Process Needs to Say
Audio CD: $225
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