Resident grievance procedures

400.1183

Resident grievance procedures.

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(1)

Every nursing home must have a grievance procedure available to its residents and their families. The grievance procedure must include:

(a)

An explanation of how to pursue redress of a grievance.

(b)

The names, job titles, and telephone numbers of the employees responsible for implementing the facility’s grievance procedure. The list must include the address and the toll-free telephone numbers of the ombudsman and the agency.

(c)

A simple description of the process through which a resident may, at any time, contact the toll-free telephone hotline of the ombudsman or the agency to report the unresolved grievance.

(d)

A procedure for providing assistance to residents who cannot prepare a written grievance without help.

(2)

Each nursing home facility shall maintain records of all grievances and a report, subject to agency inspection, of the total number of grievances handled, a categorization of the cases underlying the grievances, and the final disposition of the grievances.

(3)

Each facility must respond to the grievance within a reasonable time after its submission.

(4)

The agency may investigate any grievance at any time.

History.

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s. 19, ch. 2001-45; s. 64, ch. 2007-230; s. 5, ch. 2012-160.