Navigating the Complaint and Grievance Process in the Acute Care Setting

Many are not aware of how to lodge a complaint or grievance, or who to voice their concerns to when an issue arises in the acute care/hospital setting. In a system where patients fear retribution, speaking up about an issue can be difficult or feel like a dead end rather than an opportunity for change. It’s important for Patient and Health Advocates to have the knowledge of what resources are available to them to help their client lodge a complaint or grievance, and what standard hospitals are held to when handling complaints and grievances. All hospitals differ in what they call their complaint/grievance management departments, but there are certain rules they must follow to resolve patient concerns. Knowing these rules can help better your client’s care, and the future care of others.

After this presentation an advocate will be able to:

• Define a complaint vs grievance per CMS conditions of participation.
• Explain general processes and various modes of recourse for resolving a client's concern.
• Identify who or what type of leader/department handles complaints and who to talk to when a concern arises.