New Mexico Administrative Code
Title 8 - SOCIAL SERVICES
Chapter 315 - OTHER LONG TERM CARE SERVICES
Part 2 - PROGRAM OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE)
Section 8.315.2.22 - GRIEVANCE PROCEDURES
Current through Register Vol. 35, No. 18, September 24, 2024
The provider will have participant grievance procedures which provide the participants and their family members with a process for expressing dissatisfaction with the program services, whether medical or nonmedical in nature. The procedures will explain and permit an orderly resolution of informal and formal grievances. These procedures should be presented in a culturally competent format at a language level understandable by the participant or their families (sixth grade level). The procedures will:
A. ensure that all provider grievance procedures and any subsequent changes are prior-approved by MAD in writing and included in the enrollment agreement;
B. ensure that a staff member is designated as having primary responsibility for the maintenance of the grievance procedures, review of their operation, and revision of related policies and procedures whenever necessary;
C. ensure that the grievance procedures clearly explain to participants which staff members are assigned to receive formal and informal complaints, the expected procedure, and the time frames for doing so;
D. ensure that a copy of the participant grievance procedures and complaint forms are available to participants;
E. ensure that procedures are in place for tracking, investigating, recording, resolving and appealing decisions concerning grievances made by participants or others; and
F. ensure there is no discrimination against a participant solely on the grounds the participant filed a grievance.
