Home Care Client Complaint Process
Pursuant to Minnesota Statute 144A.4791, Subd. 11., client complaint and investigative process, (a) the home care provider must have a written policy and system for receiving, investigating, reporting, and attempting to resolve complaints from its clients or clients’ representatives. The policy should clearly identify the process by which clients may file a complaint or concern about home care services and an explicit statement that the home care provider will not discriminate or retaliate against a client for expressing concerns or complaints. A home care provider must have a process in place to conduct investigations of complaints made by the client or the client’s representative about the services in the client’s plan that are or are not being provided or other items covered in the client’s home care bill of rights. This complaint system must provide reasonable accommodations for any special needs of the client or client’s representative if requested.
(b) The home care provider must document the complaint, name of the client, investigation, and resolution of each complaint filed. The home care provider must maintain a record of all activities regarding complaints received, including the date the complaint was received, and the home care provider’s investigation and resolution of the complaint. This complaint record must be kept for each event for at least two years after the date of entry and must be available to the commissioner for review.
More Information About Client Complaint and Investigation Process
(c) The required complaint system must provide for written notice to each client or client’s representative that includes:
(1) the client’s right to complain to the home care provider about the services received;
(2) the name or title of the person or persons with the home care provider to contact with complaints;
(3) the method of submitting a complaint to the home care provider; and
(4) a statement that the provider is prohibited against retaliation according to paragraph (d).
(d) A home care provider must not take any action that negatively affects a client in retaliation for a complaint made or a concern expressed by the client or the client’s representative.
Nursing Home Abuse and Neglect Attorney Kenneth LaBore has decades of experience and handles the following types of elder abuse claims and others:
Dehydration
Infectious Disease
Infectious Diseases (MRSA, C-Diff)
Violation of Resident Rights
Patient Lift Injuries and Other Improper Use of Medical Equipment
For a Free Consultation to obtain information on how to hold negligent wrongdoers accountable from an experienced attorney contact Minneapolis Elder Abuse Neglect Attorney Kenneth LaBore at 612-743-9048 or Toll Free at 1-888-452-6589, email: KLaBore@MNnursinghomeneglect.com