Resident/Patient Grievance/Complaint Procedures
A resident, his or her representative (sponsor), family member, visitor or advocate may file a verbal or written grievance or complaint concerning treatment, abuse, neglect, harassment, medical care, behavior of other residents or staff members, theft of property, etc., without fear of threat or reprisal in any form.
You are requested to follow the procedures outlined below when filing a written grievance or complaint:
- Obtain a Resident Grievance/Complaint Report Form from the nurses' station or from the business office.
- Answer all questions on the form, as applicable. Be sure that all information is accurate.
- Be sure that you sign and date the form.
- Give the completed report form to the director of nursing services or to the administrator. If the director of nursing or the administrator is not available, you may leave the report form with the nurse supervisor on duty, or you may slide it under the door of the appropriate person you wish to handle the grievance or complaint.
Within 7 working days of the date you filed the grievance, you will receive a written summary of the results of the investigation. (Note: Complaints of abuse, harassment, or mistreatment will be immediately investigated and you will receive an oral and written report of the findings, recommendations, and/or corrective action taken within 5 working days or the filing of the report.)
Should you disagree with the findings, recommendations, or actions taken, you may meet with the administrator, or you may file a complaint with any of the advocacy agencies listed here and on the resident's bulletin board.
It is the policy of this facility to assist you in filing a grievance or complaint. Should you feel that our staff has not assisted you in this matter, or you feel that you are being discriminated against for taking such steps, you are encouraged to report such incidents to the administrator at once.
Policies governing our abuse prevention/reporting program are available. This information is located at each nurses' station and in all departments.