W. Va. Code R. § 65-28-14

Current through Register Vol. XLI, No. 45, November 8, 2024

Section 65-28-14 - Complaint Procedure

14.1 Any patient, authorized user, or participating organization, may file a written complaint with the Network concerning any aspect of its operations. All complaints shall be in writing and shall identify the individual responsible for making the complaint.

14.1.a. The Network shall develop and approve a complaint form which includes, at a minimum, the following items:

14.1.a.1. The name, address, and phone number of the individual making the complaint;

14.1.a.2. The date of the complaint;

14.1.a.3. The date that an adverse event occurred; and

14.1.a.4. A description of the adverse event.

14.2. The Network shall designate a person responsible for receiving, investigating, and responding to complaints. This complaint procedure shall be prominently featured on the website maintained by the Network, along with the name and address of the person designated by the Network to handle complaints.

14.3. The Network shall acknowledge receipt of a complaint, investigate it, and make every effort to resolve the complaint within a reasonable time frame, which in most cases shall not exceed thirty (30) days.

14.4. The Network shall notify the complaining individual of the Network's resolution or other response to the complaint in writing. This resolution or response shall include information about how the individual may forward the complaint to the Executive Director of the West Virginia Health Care Authority if it has not been resolved to the satisfaction of the complaining individual.

14.5. The Network shall periodically analyze all filed complaints to determine if persistent or recurrent problems exist with the health information exchange system or its operation.

W. Va. Code R. § 65-28-14