Section 10.07 - Patient GrievancesThere shall be an administrative review process for any person aggrieved by a Hospital's or Community Health Center's denial of Free Care. The Division will review cases involving eligibility and covered services. The grievance process must follow these steps:
(1) The person must send a written complaint to the Division. The patient may include supporting documentation with the complaint.(2) The Division will send a copy of the complaint to the Hospital or Community Health Center and may ask the Hospital or Community Health Center for additional information.(3) The Hospital or Community Health Center has 30 days to answer the complaint in writing.(4) When the Division has received all necessary information, it will review the complaint and the Hospital's or Community Health Center's answer. The Division will issue a written decision to the person and to the Hospital or Community Health Center within 30 days of the receipt of all necessary information. The decision will contain a brief explanation of the reasons for the Division's actions.114 CMR, § 114. 10, § 10.07