Pennsylvania Code (Last Updated: April 5, 2016) |
Title 55. PUBLIC WELFARE |
PART I. Department of Human Services |
Subpart E. Home and Community-based Services |
Chapter 52. Long-term Living Home and Community-based Services |
SubChapter B. PROVIDER QUALIFICATIONS AND PARTICIPATION …52.11 |
Section 52.18. Complaint management
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(a) The provider shall implement a system to record, respond and resolve a participants complaint.
(b) The provider complaint system must contain the following:
(1) The name of the participant.
(2) The nature of the complaint.
(3) The date of the complaint.
(4) The providers actions to resolve the complaint.
(5) The participants satisfaction to the resolution of the complaint.
(c) The provider shall review the complaint system at least quarterly to:
(1) Analyze the number of complaints resolved to the participants satisfaction.
(2) Analyze the number of complaints not resolved to the participants satisfaction.
(3) Measure the number of complaints referred to the Department for resolution.
(d) The provider shall develop a QMP when the numbers of complaints resolved to a participants satisfaction are less than the number of complaints not resolved to a participants satisfaction.
(e) The provider shall submit a copy of the providers complaint system procedures to the Department upon request.
(f) The provider shall submit the information under subsection (c) to the Department upon request.