SHCA Domains of Practice: Module 7 - Grievance and Complaint Management

Module 7: Grievance and Complaint Management
Length of Study: 90 Minutes

Wednesday, July 20, 2011
1:00 p.m. CST

Member Rate: $140
Non Member Rate: $240

Content Experts:

David W. Eddinger
Captain United States Public Health Service, Retired

Lisa Venn, J.D., M.A., CHC
Founder of the Advocate Alliance

Patient Advocates are faced daily with many challenges - they receive grievances, complaints and concerns from patients, their families and others. It is the nature of the beast to manage difficult situations and help resolve complicated issues with appropriate departments across the facility to mitigate risk and improve the overall patient experience. A successful Patient Advocate not only does right by the patient, but does the right thing, the right way in accordance with the healthcare facility’s policies, state laws, and by the CMS Grievance Guidelines and other federal regulatory agencies.

The goal of this 90 minute module is to provide participants with fundamental information and regulatory updates as it relates to the collecting, responding and resolving of grievances and complaints as well as the legal and ethical responsibility of the Patient Advocate that are put in place by federal regulatory agencies.

This module will provide you with practical tips and takeaways and walk you through a guided review of:

The Legal and Ethical Role of the Healthcare Patient Advocate
Understanding Grievances/Complaints and Concerns
Responding to Grievances and Complaints
Resolution and Follow-Up Procedures

By the end of this unit of study learners should be able to:

Decipher the differences between grievances and complaints.
Respond to grievances and complaints in accordance with CMS Grievance Guidelines and appropriate regulatory agencies.
Identify appropriate service department and analyze complaints/ grievances/or concerns with the department for resolution.
Identify the circumstances which would necessitate the involvement of Risk Management.
Develop a process for both grievance and complaint resolution.
Prepare and implement the requirements of the CMS interpretive guidelines across the organization.

A live question and answer segment facilitated by the faculty will be conducted at the end of the module. Participants will receive access to tools and resources that can be used to build your professional library.

Interested in purchasing the audio archived package of Module 7?

You may order the audio CD/materials package from Module 7. The CD includes the playback link, any relevant handout and resource information, as well as the certificate of completion.

The package price is the same as the live webinar dates and includes shipping and handling.

Expiration date of this archived module is July 20, 2013. If approved, the nursing certificate will be available to download as part of the CD package.

Click here to order

Continuing Education Contact Hours

This activity (both the live and archived event) has been submitted to Illinois Nurses Association Approver Unit for approval to award contact hours. Illinois Nurses Association is accredited as an approver of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.
An application for approval of continuing education contact hours has been submitted to the National Association of Social Workers.

Criteria for successful completion include a program evaluation.

* The Society for Healthcare Consumer Advocacy has not solicited cash and in-kind contributions from individuals and organizations for this educational program.

* As required by the American Nurses Credentialing Center’s Accreditation Program, we would like to make you aware of all potential conflicts of interest(s). This educational activity’s planners and the presenter(s) have indicated they have no bias or conflict of interest.

Important Information Regarding the Module Certificate of Completion:

As part of the module follow up, site registrants will receive a survey evaluation that must be completed by each module participant.

Once the participant completes the survey, they will be automatically redirected to an exclusive link that includes:

Certificate of completion for the Module: Grievance and Complaint Management
Nursing/social work contact hours certificate(s) (if applicable)
Module PowerPoint handouts
Playback link of the presentation (accessible for 60 days),
Relevant links, professional references and templates pertaining to the module
$25 off In the Name of the Patient coupon

Questions? Contact SHCA at shca@aha.org.