Section 51.26. Grievance procedures

(a) A provider shall develop grievance procedures to document, respond and resolve grievances including:

(1) Processes to resolve a grievance within 21 days.

(2) Instructions for participants and their families regarding grievance procedures, including how to seek help in filing a grievance.

(b) A provider shall provide a copy of its grievance procedures to the Department or the Department’s designee upon request.

(c) A provider shall review and document the following information to resolve a participant grievance:

(1) The name of the participant filing or the name of the person filing the grievance on behalf of the participant.

(2) The nature of the grievance.

(3) The date of occurrence and date of filing of the grievance.

(4) The provider’s actions to resolve the grievance.

(5) The resolution of the grievance as agreed by the provider, the participant or the person filing the grievance on behalf of the participant.

(6) The date the grievance was resolved.

(d) A provider shall review its grievance procedures at least annually to determine the number of grievances and their disposition.

(e) This section does not apply to an SSW provider.