Grievances and Complaints: What Hospitals Should Know about the CMS, Joint Commission, DNV and OCR Standards? 2019

The Grievances and Complaints: What Hospitals Should Know about the CMS, Joint Commission, DNV and OCR Standards? 2019 is a webinar dedicated to CMS requirements for hospitals to comply with grievance regulations.

Topics

• How to find current copy
• Background on CMS CoPs
• How to find changes in the hospital CoPs
• CMS deficiency memo
• OCR grievance requirements under Section 1557
• Issuance of final interpretive guidelines
• Recent standing order memo
• TJC standards
• Federal Register, interpretive guidelines, survey procedure
• Preprinted order sheet changes
• Prompt resolution of grievances
• P&P requires to ensure patients have information on rights
• Definition of staff present
• CMS definition of grievance
• P&P with all the required elements
• TJC definition and six elements of performance on complaints
• HIPAA requirements if request not from patient
• Form to collect information
• Billing issues and information on patient satisfaction
• Need to determine person is authorized representative
• Customer service and complaints
• Telephone complaints after discharge
• Policy to encourage staff
• Audits and PI required
• Requirement to inform each patient on how to file grievances
• Process for prompt resolution
• Grievance committee required
• Board’s responsibility in grievance process
• Changes to QIOs process
• Referral to QIO and State Department of Health
• Written notice to patient requirements
• P&P on grievances
• 7 day rule
• Time frame for responding to grievances
• What should critical access hospitals do?
• System analysis approach
• OCR Section 1557 on complaint process
• DNV Health NIAHO standards on grievances
• Notice to patient
• Policy required
• Appeal to CEO or board
• Grievance process
• Job description for compliance person
• Time lines for filing grievance on discrimination

Who should Attend

• Healthcare Consumer Advocates
• Consumer Advocates or Patient Advocate
• All nurses with direct patient care
• Chief Operating Officer (COO)
• Joint Commission Coordinator
• All nurse managers
• Chief Nursing Officer (CNO)
• Chief Executive Officer (CEO)
• Chief Financial Officer (CFO)
• Chief Medical Officer (CMO)
• Quality Improvement Coordinator
• Board Members
• Legal Counsel
• Risk Managers
• Patient Safety Officer
• Nurse Educator
• Nurse Managers/Supervisors
• Emergency Department Manager
• Clinic Managers
• Compliance Officer
• Surgery Department Nurse Manager
• Medical Department Nurse Manager
• ICU Nurse Director
• OR Nurse Director
• Outpatient Director
• CCU Nurse Director
• Director of Business Office
• HIPAA Privacy and Security Officer
• Policy and procedure committee
• Lab Director
• Anyone involved in the implementation of the CMS grievance, DNV, OCR, or Joint Commission complaint standards
• Ethicist