Dear Patient and Family Members:

Our Hospice Agency staff strives to ensure quality Hospice healthcare of patients that is consistent with the
agency philosophy. We appreciate the opportunity to assist you with any difficulties that may arise.

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COMPLAINT/GRIEVANCE PROCESS 

PURPOSE 
To set forth guidelines for the resolution of patient concerns, dissatisfaction, or complaints and to protect patient and family rights. 

POLICY 
Patients can freely voice complaints and recommend changes without being subject to coercion, discrimination, reprisal, or unreasonable interruption of care, treatment, and services. 

Any difference of opinion, dispute, or controversy between a patient or family/caregiver or patient representative and SYMPHONY HOSPICE, INC concerning any aspect of services or the application of policies or procedures will be considered a grievance. 

The Executive Director/Administrator will be informed of situations that may become detrimental to good patient relations, and will be committed to maintaining a consistently high level of patient relations.  This grievance procedure will be included in the Patient Bill of Rights document given to each patient upon admission. 

PROCEDURE 

1.    The organization personnel receiving the complaint will discuss, verbally and in writing, the grievance with the Clinical Supervisor/Nursing Supervisor within five (5) days of the alleged grievance.  The Clinical Supervisor/Nursing Supervisor will investigate the grievance within five (5) days after receipt of such grievance and will make every effort to resolve the grievance to the patient's satisfaction.  Response to the patient regarding the complaint will occur within ten (10) days of receipt.
2.    If the grievance cannot be resolved to the patient's satisfaction, the patient or his/her representative is to notify, verbally or in writing, the Executive Director/Administrator.  The grievance must state the problem or action alleged and the date the Clinical Supervisor/Nursing Supervisor was notified.  The Executive
Director/Administrator or designee will then investigate the grievance and contact the patient or his/her representative regarding the grievance in an attempt to resolve the differences.  The Executive
Director/Administrator will respond to the patient within ten (10) days of notification of failure to resolve the complaint.
3.    If the patient feels his/her grievance has not been resolved after working with SYMPHONY HOSPICE, INC personnel, he/she will be informed of his/her right to notify the state via the respective toll-free telephone numbers, or other methods such as ombudsman, legal services, or adult protective services.  The written admission guidelines, provided to the patient upon admission, list sources of assistance for complaint resolution.
4.    Complaints and any action taken will be documented on a complaint form.

5.    Corrective action will be specific and related to the complaint.
6.    Resolution information will be communicated in writing to the patient or his/her representative filing the complaint.
7.    Risk management personnel will be notified of any complaints which may involve litigation by the clinician involved completing an organization incident report or unusual occurrence form and forwarding a copy to the Risk Management Department.
8.    Complaints received on patient satisfaction surveys (mail) will be documented on a complaint form and addressed as outlined above.
9.    All complaints from patients who believe their privacy rights have been violated will be   forwarded for review to the designated organization personnel or office specified in the organization’s Notice of Privacy Practices.
10.    All complaints will be logged, tracked, trended, and filed in the performance improvement office.
11.    The Performance Improvement Coordinator will prepare a quarterly report summarizing all complaints received that quarter.
12.    Reports may include:
A.    Number of complaints received
B.    Types of complaints received
C.    Action and resolution of complaints
13.    The Performance Improvement Committee will review patient grievance trends on a quarterly basis.  Identified trends will be followed through the established performance improvement process.
14.    All organization personnel (clinical and non-clinical) will be informed of this process during a formal orientation process.

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FOR ANY CONCERNS OR QUESTIONS REGARDING YOUR CARE, PLEASE CONTACT YOUR HOSPICE

                                                                           SYMPHONY HOSPICE, INC 
                                              (818) 478-8210 24 Hour On-Call Service, 7 Days a Week   

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