Page 91 - Clinical Managers Orientation Binder

6/28/2019

RL Solutions

• Federal and State regulations mandate that we have a systematic
way of addressing patient complaints and incidents.

• RL Solutions: web-based complaints and incidents management system:
• Early detection, documentation, and communication
• Identify and trend problem areas
• Gives direction to areas of improvement to reduce future occurrences
• Data is reported to the Board of Directors and Professional Advisory Committee
• The branch receives an alert when complaint or incident is entered and
the branch is responsible for investigation and resolution.
• The goal of a complaint/incident resolution is within 15 days of receiving
the complaint/incident.

• Immediate corrective actions are implemented for any reported issues
that that directly or potentially threaten the health and safety of patients

Patient Complaints

A Patient Complaint is: any reported problems, concerns or dissatisfaction
Examples:
• The care provided or not provided,
• Expressions of “complaint” or expressions of a high level of concern or
dissatisfaction,
• Indications or threats of legal action,
• Disrespect of patient property,
• Written letters or email messages,
• Indications of violations of a patient’s Privacy Rights.

Complaint resolution must demonstrate that allegations were
investigated and status (substantiated vs unsubstantiated) to issues
report was assigned.

Complaint must be informed of outcomes

5