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.
Grievances and Complaints: What Hospitals Should Know about the CMS, Joint Commission, DNV and OCR Standards? 2019 covers topics such as:
- 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
Grievances and Complaints: What Hospitals Should Know about the CMS, Joint Commission, DNV and OCR Standards? 2019 intended for:
- 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