(2) Grievance: A patient or their
representative may submit a grievance using the OSH Grievance Form, and may
request treatment staff to assist them with completion of the form. The form
shall provide notice to the patient or their representative that the grievance
may be submitted directly to the state agency that has licensure survey
responsibility over OSH, and provide the patient or their representative with
the contact information for that agency.
(a) A
grievance must include a reason for the grievance and a proposed resolution and
must be set out in writing on an OSH Grievance Form.
(b) The patient or their representative must
put the completed OSH Grievance Form into the designated grievance
area;
(c) Upon receipt of the
Grievance form, the Grievance Committee shall:
(A) Assign a treatment staff member, who is
not the subject of the grievance, to discuss the matter personally, either in
person or through simultaneous telephonic or video means, with the patient and,
if applicable, their representative, unless the patient or their representative
declines to meet with the treatment staff member;
(B) Consider information provided by the
patient or their representative, the assigned treatment staff member,
appropriate subject matter experts, and any other information relevant to the
grievance;
(C) Prepare a written
response to the grievance, which contains: the name of the hospital contact
person, the steps taken on behalf of the patient to investigate the grievance,
the results of the grievance process, and the date of completion;
(D) Provide a copy of the written response to
the patient or their representative and to the Ombuds within 7 calendar
days.
(E) Notwithstanding
subsection (2)(c)(D) of this rule, the Grievance Committee may extend the 7
calendar day response timeline for good cause, including but not limited to the
need for additional investigation, multiple grievances included in one form,
the number of grievances being processed at one time by the Grievance
Committee, or delays caused by quarantine or isolation. If the response time is
extended, within 7 calendar days of the Grievance Form being received, the
Grievance Committee shall notify the patient or their representative in writing
that their grievance is being reviewed and provide an estimated length of time
before the patient will receive their written response of resolution and the
good cause reason for the delay.
(F) For purposes of providing a written
response or notice of delay under subsections (2)(c)(D) and (E) of this rule,
the response or notice will be considered provided on the date that it is
personally delivered, mailed by regular mail to the address on record, or by
email to the patient or their representative.
