Pennsylvania Code
Title 55 - HUMAN SERVICES
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
Section 52.18 - Complaint management

Universal Citation: 55 PA Code ยง 52.18

Current through Register Vol. 54, No. 52, December 28, 2024

(a) The provider shall implement a system to record, respond and resolve a participant's 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 provider's actions to resolve the complaint.

(5) The participant's 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 participant's satisfaction.

(2) Analyze the number of complaints not resolved to the participant's 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 participant's satisfaction are less than the number of complaints not resolved to a participant's satisfaction.

(e) The provider shall submit a copy of the provider's complaint system procedures to the Department upon request.

(f) The provider shall submit the information under subsection (c) to the Department upon request.

Disclaimer: These regulations may not be the most recent version. Pennsylvania may have more current or accurate information. We make no warranties or guarantees about the accuracy, completeness, or adequacy of the information contained on this site or the information linked to on the state site. Please check official sources.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.