CMS SOM App. U, Tag R102

specific person within the facility whom a patient may contact to file a grievance. In

addition, the facility must provide patients with information about the facility’s

process as well as with contact information for appropriate State and Federal

resources.

Interpretive Guidelines: §403.730(a)(2)

In general, a “patient grievance” is a formal or informal written or verbal complaint that

is made to the facility by a patient or a patient’s representative regarding a patient’s

care, abuse, neglect, or other compliance issues.

The RNHCI must provide an opportunity for patients to express or communicate in a

familiar language grievances, and for the facility to resolve any grievances. It is expected

that facilities will have a grievance process that allows patients to express concerns

without retribution and resolves grievances to the extent possible.

The grievance process should specify timeframes for review of the grievance and the

provisions of a response. In responding to the grievance, the RNHCI should investigate

all grievances made by a patient, the patient’s representative, or the patient’s surrogate

regarding nonmedical services provided.

The facility should maintain a system of receipt and resolution of grievances (such as a

log) as well as provide patients with names, addresses, and telephone numbers of

appropriate State and Federal resources, such as the State’s complaint unit or

Ombudsman.

Survey Procedures:

• Review the RNHCI policies and procedures for grievances.

• Does the policy/procedure include contact information?