Section R. 325.45241 - Complaint filed with health facility or agency; procedureRule 241.
(1) A health facility or agency shall adopt written policies and procedures for the initiation, investigation, and resolution of complaints filed by a patient, or the patients legal guardian or designated representative when that person has standing. The procedure to file a complaint must be made available to the patient at the time of admission and upon request. The procedure must contain, at a minimum, all of the following: (a) A notice that an individual may file a complaint, orally or in writing, with the health facility or agency, the department, or both.(b) The name, title, and contact information of the health facility or agency staff member who is responsible for receiving complaints.(c) The contact information necessary to file a complaint with the department.(d) Resources to assist the individual with writing a complaint if needed.(2) If a complaint does not allege serious injury, harm, impairment, or death and is resolved to the individuals satisfaction prior to the completion of the investigation, the investigation may be discontinued.(3) If a standard complaint form is used, a copy of the form must be provided to each patient or the patients legal guardian or designated representative upon request.(4) Investigation of a complaint that alleges serious injury, harm, impairment, or death must start within 3 business days of receipt of the complaint.(5) Investigation of a complaint that does not allege serious injury, harm, impairment, or death must start within 7 business days of receipt of the complaint.(6) A complaint investigation must be completed within 15 business days of initiation of the investigation. If the investigation is not completed within 15 business days, the health facility or agency shall document the reason for the delay and notify the complainant of the anticipated completion date.(7) A health facility or agency shall deliver to the individual the written results within 10 business days of completion of the investigation. This subrule does not apply when a complaint is filed anonymously.(8) A comment on a patient satisfaction survey or other method used by a health facility or agency to gather feedback does not constitute a complaint.(9) The individuals allegation must be of a nature that describes a possible violation of state law or rule. The individual does not need to cite the specific state law or rule.(10) A health facility or agency shall maintain for 3 years any complaints filed under its complaint procedure, all complaint investigation reports, and correspondence delivered to each individual that filed a complaint.Mich. Admin. Code R. 325.45241
2020 MR 4, Eff. 2/21/2020