Md. Code Regs. 10.07.06.11

Current through Register Vol. 51, No. 22, November 1, 2024

Section 10.07.06.11 - Patient Complaint Program

A. In accordance with this regulation, the patient safety program shall include a formal written program for addressing patient complaints.

B. The hospital shall provide patients with information regarding the hospital's patient complaint program including:

(1) The name of the hospital's representative that the patient may contact if the patient wishes to make a complaint; and

(2) The hospital representative's phone number or address.

C. The hospital's representative shall treat the complainant with dignity and courtesy and due regard for the individual's privacy.

D. The hospital's representative shall provide the complainant with information about the complaint including:

(1) The hospital representative that the patient may contact for information regarding the complaint;

(2) The procedure for investigating the complaint;

(3) The length of time in which the complainant can expect a response or resolution to the complaint; and

(4) Notice that the patient may contact the Department at a specified telephone number or address with any complaint.

E. The hospital's representative shall document the complaint and any action taken concerning the complaint or the hospital function complained about.

F. Patient Safety Program Requirement-Notice to Patients and Families of Unanticipated Outcomes. The hospital shall inform the patient and, if appropriate, the patient's family whenever a final outcome of care differs significantly from an anticipated outcome.

Md. Code Regs. 10.07.06.11