Section 22-B3913. COMPLAINT PROCESS

 

3913.1Each home care agency shall develop and implement policies and procedures for an internal complaint process that shall allow the patient or his or her representative to present a complaint to agency staff, contract personnel, or the home care Director.

 

3913.2A written summary of the complaint process shall be disseminated as follows:

 

(a)Given to the patient or his or her representative upon acceptance or denial of services; and

 

(b)Given to all patients receiving service from a home care agency on the effective date of these rules.

 

3913.3The telephone number of the Home Health Hotline maintained by the Department of Health shall be posted in the home care agency's operating office in a place where it is visible to all staff and visitors.

 

3913.4A complaint may be presented orally or in writing.

 

3913.5The home care agency shall respond to the complaint within fourteen (14) calendar days of its receipt, and shall document the response.

 

3913.6If the patient indicates that he or she is not satisfied with the response, the agency shall respond in writing within thirty (30) calendar days from the date of the agency's initial response. The response shall include the telephone number and address of all District government agencies with which a complaint may be filed and the telephone number of the Home Health Hotline maintained by the Department of Health.

 

source

Final Rulemaking published at 51 DCR 2876 (March 19, 2004).