REFERENCE NO. PAGE: 1 of 4
|
|
|
- Curtis Newton
- 8 years ago
- Views:
Transcription
1 SOURCE: Ministry of Health DATE APPROVED: January 28, 2009 DATE EFFECTIVE: January 28, 2009 REPLACES POLICY DATED: - POLICY TITLE: Complaint Policy REFERENCE NO. PAGE: 1 of 4 REVISION DATE(s): Title: Complaint Policy Purpose and Applicability: 1. To improve the delivery of quality healthcare services and protect patient s health, rights and safety by ensuring complains are reviewed/investigated, tracked, trended and resolved to the best extent possible. 2. To provide a mechanism which identifies, addresses and manages user complaints in a timely and efficient manner. 3. To improve user satisfaction. Definition: Complaint any formal, written or verbal grievance (telephone, media, rumour) that is filed by a patient, or on behalf of a patient who is incapable of doing so themselves, when a patient issue cannot be resolved promptly. Policy: All complaints, written, verbal including telephone, media complaints and rumours regardless of point of origin shall be acted upon by the Office of the Director of Health Services, Technical Advisors and Regional Health Managers. Complaints Handling Process A. At the Service Delivery Level It has generally been recognized that the most effective and efficient way to handle complaints is to resolve them at the service delivery level. Therefore, all public hospitals are required to have in place a mechanism to handle complaints. 1. All Regional Health Managers are required to designate an officer who will receive, investigate and resolve complaints received by each individual hospital. 2. Regional Health Managers, on the advice of the Director of Health Services, shall display in prominent places, notices regarding the complaint mechanisms. 3. Regional Health Managers are required to submit on a monthly basis, a complaint digest, which provides a summary on the nature of complaints and the outcome of investigations by the hospitals to enable Director of Health Services to have an understanding of the level of performance of the hospitals in handling complaints. Where appropriate, the office of the DHS may provide advice to hospitals on how to avoid further complaints. 1
2 A.1 Record Keeping The Regional Health Manager will ensure that a complaint file along with the outcome of the investigation, and any other appropriate documents is maintained. Investigation records will not be maintained in personnel files or student files unless they are part of a formal corrective action. B. At the Regulatory level The office of Director of Health Services also undertakes investigation into complaints received from clients of private hospitals. Regional Health Managers will be asked to provide a written report on the allegations of the complaints and their actions in handling the complaints. In the course of investigation, the office of Director of Health Services or persons duly authorized by the Director, are empowered to enter and inspect the premises and any records. After investigation, Office of Director of Health Services will furnish a reply to the complainant on the findings of the investigation. Where there are complaints involving system errors in hospital management, the office of the Director of Health Services will direct the hospitals to take appropriate measures to rectify such errors. However, on issues relating to professional misconduct, the complainant would be advised to refer his case to the respective professional regulatory body (councils). C. Procedures for processing Complaints Complaints received at the Ministry of Health will be logged on the approved Complaint Form. Once logged, the Office of the Director of Health Services shall review each complaint and route to the appropriate Regional Health Manager/Clinical Director/Manager (as in the case of the private sector). Within two days of receipt of the complaint, the relevant Regional Health Manager/Department Head/Clinical Director shall provide feedback to the Office of the Director of Health Services acknowledging receipt of complaint. Preliminary investigations are to be organized by the Regional Health Manager and a summary report submitted to the Office of the Director of Health Services within two weeks of receipt of complaint. If a complaint is of a nature that there were no written submissions forthcoming and the complaint is such that it requires further clarification, the Office of the Director of Health Services shall: 1. inform the relevant Regional Health Manager of the complaint; or 2. organize an investigation team and simultaneously inform the relevant Regional Health Manager of the complaint; 3. inform the Regional Health Manager of the findings of the investigations; 4. forward findings of the investigation to the appropriate professional councils for review and necessary action. In cases where there is alleged adverse patient outcome, the Director of Health Services shall, at his discretion, refer the findings of the investigation for Peer Review in addition to resolution through the patient complaint mechanism. 2
3 If the complaint presents apparent issues of legal liability or media involvement, the complaint shall be immediately referred to the Chief Executive Officer, Ministry of Health for appropriate course of action. In routine cases once a complaint is logged, assigned a complaint number by the Office of the Director of Health Services, it will be routed to the: Relevant Regional Health Manager Deputy Director of Health Services responsible for the respective region Technical Advisor Relevant accountable head in the private sector/ non-governmental association or service provider The Complaints Committee shall generate a monthly report detailing each complaint that remains unresolved without disclosing the patient s identity. In situations where investigations remain unresolved, the respective Regional Health Manager will be requested to submit progress reports on investigations. The Ministry of Health s Complaints Committee shall review complaints, appropriateness of action taken and delinquent responses and submit a monthly report to the Chief Executive Officer through the Director of Health Services. Upon notification of a request for grievance hearing, the Director of Health Services shall coordinate the hearing. Forms: 1. Ministry of Health Complaint Form shall be used when logging a complaint. 2. Ministry of Health s Monthly Complaint Report Form. 3
4 Responsibilities: 1. The office of the Director of Health Services, Ministry of Health will be responsible to receive and log complaints on the approved complaint form. 2. Regional Health Managers shall provide timely feedback to the Office of Director of Health Services regarding preliminary investigations. 3. The office of the Director of Health Services shall review complaint and disseminate it to the relevant Regional Health Manager/Clinical Director. 4. Director of Health Services shall liaise with Chief Executive Officer when complaint involves liability or media involvement. 5. Complaints Committee, Ministry of Health shall submit monthly written reports of active complaints and quarterly reports of trends to the Director of Health Services and Regional Health Manager using the t Monthly Complaint Report Form. 6. Complaints Committee, Ministry of Health shall review complaints, appropriateness of action taken and delinquent responses and submit quarterly reports to the Director of Health Services, who shall be responsible to submit progress reports to the Chief Executive Officer. 7. The Regional Health Manager shall ensure that a complaint mechanism be put in place to facilitate user complaint. Effective date: This policy will be effective on the day of issuance. Signatures: Approved by: Date: Dr. Michael Pitts Director of Health Services 4
5 MINISTRY OF HEALTH COMPLAINT FORM Name of Complainant: Name of Service Accessor/Aggressor:. Contact Number Date of complaint / / Time: a.m./p.m. Origin of Complaint.. Complaint (please write clearly and concisely) Referrals: Yes No Name of Facility: Service used: (please tick) In-patient facility Emergency Room Pharmacy Radiology Out-patient Clinic Psychiatric Clinic Physiotherapy Clinic Laboratory Signature: Officer Receiving Complaint Signature: Complainant Date: / / Date: / / Referral of Complaint: Regional Health Manager: North/Central/Western/South Private sector Action Taken: (To be completed by appropriate Regional Health Manager and resubmitted to the Office of Director of Health Services) Recommendation (s)/preventive Action Signature: Regional Health Manager Date: / / 5
6 COMPLAINT NO. DATE RECEIVED MINISTRY OF HEALTH MONTHLY COMPLAINT REPORT FORM PENDING ACTION ACTION TAKEN RESULTS CLOSED DEMAND FEEDBACK TO COMPLAINT 6
University of Kentucky / UK HealthCare Policy and Procedure. Policy # A01-025
University of Kentucky / UK HealthCare Policy and Procedure Policy # A01-025 Title/Description: Patient Complaints and Grievances Purpose: To establish a process for prompt resolution of patient grievances.
VI. Appeals, Complaints & Grievances
A. Definition of Terms In compliance with State requirements, ValueOptions defines the following terms related to Enrollee or Provider concerns with the NorthSTAR program: Administrative Denial: A denial
Attachment G Student Complaint Policy and Log Revised and Adopted June, 2012; Updated and Approved December, 2013
Student Complaint Policy and Log Revised and Adopted June, 2012; Updated and Approved December, 2013 Student Complaint Policy The College provides the right to a fair hearing for each student complaint
Complaints Against Nurse Anesthesia Programs
Complaints Against Nurse Anesthesia Programs POLICY The Council will give appropriate attention to complaints it receives that specifically relate to noncompliance of nurse anesthesia educational programs
QAHC Feedback and Conflict Management Policy and Procedures
QAHC Feedback and Conflict Management Policy and Procedures Prepared By Erica Waters Consulting June 2000 Revised & Endorsed October 2000 Revised by QAHC September 2007 Policy Statement The Queensland
PRINCIPLES: The following principles underpin the feedback management system and will be reflected in feedback management procedures at all levels:
Approved by: of Directors Effective Date: May 7, 2013 No. B-22 Issued by: Administration Review Date: May 7, 2013 Department(s) All Version: 2 Archived: Y POLICY: The of Directors recognizes that patient
MANAGED BUILDER PROGRAM (MBP) BUILDER AGREEMENT
MANAGED BUILDER PROGRAM (MBP) BUILDER AGREEMENT Mailing Address: PO Box 194, Georges Hall NSW 2198 Ph: (02) 8713 1800 Fax: (02) 8713 1818 Section 1 - Contractor Details (MBP Service Provider) Name Registered
COMPLAINT HANDLING POLICY
COMPLAINT HANDLING POLICY September 2012 Page 1 of 11 VERSION HISTORY RECORD OF CHANGES 15/05/02 Document Created 23/07/03 Updated on establishment of business 12/12/05 Review of Policy 04/06/09 Review
CAPITAL AREA TRANSIT Customer Comment Policy
CAPITAL AREA TRANSIT Customer Comment Policy Capital Area Transit (CAT) is committed to providing reliable, safe, and satisfying transportation options for the community. Customer satisfaction is a core
Miscellaneous Risks Professional Indemnity Insurance Civil Liability Professional Indemnity Claim / Notification Form
Miscellaneous Risks Professional Indemnity Insurance Civil Liability Professional Indemnity Claim / Notification Form Try to answer all questions fully, using additional sheets if necessary. Please also
A guide to. Making Comments and Complaints
A guide to Making Comments and Complaints Introduction HCA International hospitals are committed to delivering safe, high quality, cost-effective healthcare. We will do our best to ensure the time you
Dodo Power & Gas Complaint Management Policy
DODO POWER & GAS PTY LTD Dodo Power & Gas Complaint Management Policy Jurisdiction: All 2013 Policy Reference ref DPG 100-004 Version: 1.2 Author: Status Andrew Mair Draft Publication Date 7/06/2013 Location:
BOARD OF DIRECTORS COMMUNICATION POLICY. Adopted February 25, 2015
1. Policy Statement BOARD OF DIRECTORS COMMUNICATION POLICY Adopted February 25, 2015 Tribune Media Company (the Company ) values the input and insights of its stockholders and other interested parties
SEXUAL HARASSMENT DISCRIMINATION COMPLAINT PROCEDURE
SEXUAL HARASSMENT DISCRIMINATION COMPLAINT PROCEDURE The policy of the City of Los Angeles is to promote and maintain a working environment free of sexual harassment, intimidation, and coercion. Sexual
PATIENT CARE POLICY III.
PATIENT CARE POLICY Subject: PATIENT CARE ADMINISTRATION Title: COMPLAINT AND GRIEVANCE MANAGEMENT Page: 1 of 6 Revision of: 08/09/06 Policy # 5.42 Effective Date: 07/01/08 I. PURPOSE: The purpose of this
Complaints Policy. Complaints Policy. Page 1
Complaints Policy Page 1 Complaints Policy Policy ref no: CCG 006/14 Author (inc job Kat Tucker Complaints & FOI Manager title) Date Approved 25 November 2014 Approved by CCG Governing Body Date of next
V. Quality and Network Management
V. Quality and Network Management The primary goal of Beacon Health Options Quality and Network Management Program is to continuously improve patient/member care and services. Through data collection,
Chevron Myanmar Grievance Mechanism Procedure. Policy, Government and Public Affairs
Chevron Myanmar Grievance Mechanism Procedure Policy, Government and Public Affairs 31 August 2015 2015 by Chevron Corporation. Company Confidential Uncontrolled When Printed. This document contains Chevron
Policies, Procedures, Guidelines and Protocols
Policies, Procedures, Guidelines and Protocols Document Details Title Complaints and Compliments Policy Trust Ref No 1353-29025 Local Ref (optional) N/A Main points the document This policy and procedure
Small Firm Focus: Nuts and Bolts of Tri-Party Arrangements Thursday, May 28 11:15 a.m. 12:15 p.m.
Small Firm Focus: Nuts and Bolts of Tri-Party Arrangements Thursday, May 28 11:15 a.m. 12:15 p.m. Topics: Understand the tri-party arrangement from the operational perspective. Evaluate a potential intermediary
Complaints Standard. for Suppliers. Categorised as Basic (B or F)
Complaints Standard for Suppliers Categorised as Basic (B or F) (UK version) Contents Introduction 3 Definitions 3 1. Process, Procedures and Controls 5 2. Regulatory Standards 7 3. Employees 7 4. Publicising
RS Official Gazette, no. 25/2015
RS Official Gazette, no. 25/2015 Pursuant to Article 42, paragraph 9 and Article 43, paragraph 8 of the Law on the Protection of Financial Services Consumers (RS Official Gazette Nos 36/2011 and 139/2014)
TABLE OF CONTENTS Arbitration Procedure for Automobile Physical Damage and Property Damage Claims
Sec. 38a-10 page 1 (9-98) TABLE OF CONTENTS Arbitration Procedure for Automobile Physical Damage and Property Damage Claims Applicability... 38a-10-1 Definitions... 38a-10-2 Arbitration procedure... 38a-10-3
Disciplinary Policy and Procedure
Disciplinary Policy and Procedure Policy 1. Purpose of the policy and procedure Disciplinary rules are important for the running of the University so that everyone understands what is expected of them
MACQUARIE INFRASTRUCTURE CORPORATION AUDIT COMMITTEE CHARTER
MACQUARIE INFRASTRUCTURE CORPORATION AUDIT COMMITTEE CHARTER A. Purpose The Audit Committee (the Committee ) has been established by the Board of Directors (the Board ) of Macquarie Infrastructure Corporation
Fairness at Work (Grievance Policy & Procedure)
Fairness at Work (Grievance Policy & Procedure) Publication Scheme Y/N Department of Origin Policy Holder Author Related Documents Can be Published on Force Website HR Operations Head of HR Operations
PREVENTION OF SEXUAL HARASSMENT AT WORKPLACE
INTRODUCTION PREVENTION OF SEXUAL HARASSMENT AT WORKPLACE In accordance with the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013, the Company has framed a policy
Effective complaint handling
This guide sets out key information for state sector agencies about developing and operating an effective complaints process. It also provides information about the Ombudsman s role, as an independent,
COUPONS.COM INCORPORATED CHARTER OF THE AUDIT COMMITTEE OF THE BOARD OF DIRECTORS
COUPONS.COM INCORPORATED CHARTER OF THE AUDIT COMMITTEE OF THE BOARD OF DIRECTORS I. STATEMENT OF POLICY This Charter specifies the authority and scope of the responsibilities of the Audit Committee (the
Complaints Policy and Procedure. Contents. Title: Number: Version: 1.0
Title: Complaints Policy and Procedure Number: Version: 1.0 Contents 1 Purpose and scope... 2 2 Responsibilities... 2 3 Policy Statement: Aims and Objectives... 4 4 Definition of a complaint... 4 5 Procedure...
Center for Medicaid and State Operations/Survey and Certification Group
DEPARTMENT OF HEALTH & HUMAN SERVICES Centers for Medicare & Medicaid Services 7500 Security Boulevard, Mail Stop S2-12-25 Baltimore, Maryland 21244-1850 Center for Medicaid and State Operations/Survey
How To Get A Masters Degree By Research
REGULATION 23 MASTERS DEGREES BY RESEARCH 1. General The University confers Masters Degrees by Research in line with the Framework for Higher Education Qualifications in England, Wales and Northern Ireland
Making Comments and Complaints
A guide to Making Comments and Complaints HCA367_Complaint_Covers.indd 1 11/06/2009 10:58 HCA International Ltd, Registered No: 3020522, Registered Office: 242 Marylebone Road, London, NW1 6JL hcahospitals.co.uk
Making Experiences Count Procedure
Making Experiences Count Procedure When a mistake happens, it is important to acknowledge it, put things right quickly and learn from the experience. Listening, Responding, Improving A guide to better
CHARTER OF PATIENT RIGHTS
CHARTER OF PATIENT RIGHTS Welcome to QUEENSLAND COUNTRY DENTAL Queensland Country Dental will always endeavour to advise patients about their rights and the way our practice operates. Part of the process
Berkshire West Clinical Commissioning Groups
Berkshire West Clinical Commissioning Groups Corporate Policy 1 (CP1) CCG Policy for the Handling of Complaints Version: 1 Ratified by: Date ratified: April 2013 Name of originator/author: Name of responsible
NHS Dorset Clinical Commissioning Group. Customer care and complaints policy
NHS Dorset Clinical Commissioning Group Customer care and complaints policy Supporting people in Dorset to lead healthier lives PREFACE This policy sets out the mandatory framework for managing all comments,
How To Measure An Rsp
Rule 003 (Formerly EUB Directive 003) Regulated Service Provider (RSP) Service Standard and Reliability Performance, Monitoring, and Reporting Rules The Alberta Utilities Commission (AUC/Commission) has
RS Official Gazette, No 51/2015
RS Official Gazette, No 51/2015 Pursuant to Article 45, paragraph 4 of the Law on Banks (RS Official Gazette, Nos 107/2005, 91/2010 and 14/2015) and Article 15, paragraph 1 of the Law on the National Bank
Policy for Care Quality Commission Essential standards of quality and safety self assessment and assurance process
Policy No: RM76 Version: 1.1 Name of Policy: Essential standards of quality and safety self assessment and assurance process Effective From: 25/04/2013 Date Ratified 15/03/2013 Ratified Patient, Quality,
SALESFORCE.COM, INC. CHARTER OF THE AUDIT AND FINANCE COMMITTEE OF THE BOARD OF DIRECTORS. (Revised September 11, 2012)
I. STATEMENT OF POLICY SALESFORCE.COM, INC. CHARTER OF THE AUDIT AND FINANCE COMMITTEE OF THE BOARD OF DIRECTORS (Revised September 11, 2012) This Charter specifies the scope of the responsibilities of
Making a complaint in the independent healthcare sector. A guide for patients
Contents 1. Introduction pages 3 5 2. Local Resolution Stage One pages 6 8 3. Complaints Review Stage Two page 9 4. Independent External Adjudication Stage Three pages 10 11 2 The Patients Association
ONLINE INTEREST-BASED ADVERTISING ACCOUNTABILITY PROGRAM PROCEDURES. Policy Oversight By: The National Advertising Review Council (NARC)
ONLINE INTEREST-BASED ADVERTISING ACCOUNTABILITY PROGRAM PROCEDURES Policy Oversight By: The National Advertising Review Council (NARC) Administered By: The Council of Better Business Bureaus, Inc. (CBBB)
COMPLAINTS POLICY AND PROCEDURE TWC7
COMPLAINTS POLICY AND PROCEDURE TWC7 Version: 3.0 Ratified by: Complaints Group Date ratified: July 2011 Name of originator/author: Name of responsible committee/ individual: Date issued: July 2011 Review
COMPLAINTS MANAGEMENT PROCESS
COMPLAINTS MANAGEMENT PROCESS December, 2012 1. INTRODUCTION COMPLAINTS MANAGEMENT PROCESS The Complaint Management Process has been developed to provide a single system through which complaints about
Customer Feedback Management
Government of Western Australia Department of the Attorney General Customer Feedback Management Policy Statement Purpose 1. Provide the guiding philosophy and commitment of the Department to the principles
OPTICAL CONFEDERATION ADVICE ON THE COMPLAINTS SYSTEM IN ENGLAND
OPTICAL CONFEDERATION ADVICE ON THE COMPLAINTS SYSTEM IN ENGLAND July 2014 Executive Summary As a GOS contractor you are obliged to operate the NHS complaints system in accordance with regulations and
Customer Feedback Management Policy
Customer Feedback Management Policy Version 2.0 Table of Contents 1 Document Control... 3 1.1 Document Information... 3 1.2 Document History... 3 1.3 Scheduled amendments... 3 1.4 Document Approvals...
MANAGING ATTENDANCE POLICY
MANAGING ATTENDANCE POLICY POLICY Purpose 3 Responsibilities 3 Sickness Schemes 3 PROCEDURE Sickness Notification Procedure 4 4.1 General Principals 4 4.2 Reporting of Sickness Absence 4 4.3 Sickness Absence
INCLUDING THE PROCEDURE FOR HANDLING, EVALUATING AND RESPONDING TO COMPLAINTS
St Helens & Knowsley Hospitals NHS Trust COMPLAINTS POLICY INCLUDING THE PROCEDURE FOR HANDLING, EVALUATING AND RESPONDING TO COMPLAINTS Recommending Committee: Approving Committee: Clinical Performance
BRIARWOOD CAPITAL MANAGEMENT INC. MANAGED ACCOUNT AGREEMENT
BRIARWOOD CAPITAL MANAGEMENT INC. MANAGED ACCOUNT AGREEMENT THIS MANAGED ACCOUNT AGREEMENT (the "Agreement") is made by and between BRIARWOOD CAPITAL MANAGEMENT INC., a New York corporation (the "Advisor")
HOPE HOUSE CHILDREN S HOSPICES COMPLAINTS POLICY & PROCEDURE
HOPE HOUSE CHILDREN S HOSPICES COMPLAINTS POLICY & PROCEDURE Originator: Approved by: David Featherstone, Chief Executive Kath Jones, Director of Care Clinical Governance Group Date: September 2010 Review
COMPLAINTS AGAINST ACS WASC ACCREDITED SCHOOLS
Accrediting Commission for Schools Western Association of Schools and Colleges COMPLAINTS AGAINST ACS WASC ACCREDITED SCHOOLS A15 STUDENT AND PUBLIC COMPLAINTS AGAINST INSTITUTIONS A15.1 Complaints Regarding
Health Service Provider Licensing Toolkit for Examinations/Audits
Health Service Provider Licensing Toolkit for Examinations/Audits INTRODUCTION In December 2014, the Financial Services Commission of Ontario (FSCO) began on-site audits which they refer to as examinations
COMPLAINTS POLICY & PROCEDURE
COMPLAINTS POLICY & PROCEDURE Last Review Date April 2014 Approving Body Governing Body Date of Approval April 2014 Date of Implementation May 2014 Next Review Date November 2015 Review Responsibility
Complaints Procedure for Health Services A Patient s Guide Help Us to Help You
Department of Health and Social Care Rheynn Slaynt as Kiarail y Theay National Health Service Complaints Procedure for Health Services A Patient s Guide Help Us to Help You May 2015 NH15 A Patient s Guide
Grievance and Disputes Policy and Procedure. Document Title. Date Issued/Approved: 10 August 2010. Date Valid From: 21 December 2015
POLICY UNDER REVIEW Please note that this policy is under review. It does, however, remain current Trust policy subject to any recent legislative changes, national policy instruction (NHS or Department
COMPLAINTS HANDLING POLICY AND PROCEDURES
COMPLAINTS HANDLING POLICY AND PROCEDURES 1. Objective of the policy {Insert company name} seeks to maintain and enhance our reputation of providing you with high quality products and services. We value
Complaints and MP Enquiries Quarter 1 Report 2015/2016
Complaints and MP Enquiries Quarter 1 Report 2015/2016 Governing Body meeting 1 October 2015 Item 17m Author(s) Sarah Neil, Complaints Manager and Patient Experience Lead Sponsor Kevin Clifford, Chief
The Procter & Gamble Company Board of Directors Audit Committee Charter
The Procter & Gamble Company Board of Directors Audit Committee Charter I. Purposes. The Audit Committee (the Committee ) is appointed by the Board of Directors for the primary purposes of: A. Assisting
Grievance Redressal Policy
Grievance Redressal Policy IRDA Regulations for Protection of Policyholders interests provides for insurers to have in place speedy and effective grievance redressal system. Further the IRDA has also issued
Counter Fraud and Security Management Service complaints handling policy and procedure
Counter Fraud and Security Management Service complaints handling policy and procedure The NHS Counter Fraud and Security Management Service (NHS CFSMS) s complaints policy has been taken from the NHS
PRIVATE HEALTH INSURANCE INTERMEDIARIES PRACTICE CODES JUNE 2015 VERSION 2
PRIVATE HEALTH INSURANCE INTERMEDIARIES PRACTICE CODES JUNE 2015 VERSION 2 CONTENTS PART A - Pages 3-4 INTRODUCTION 1. ACCEPTANCE OF CODES 2. CODE COMPLIANCE 2.1 CODE COMPLIANCE COMMITTEE 3. REVIEW AND
Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints
Policy and Procedure for Handling and Learning from Feedback, Comments, Concerns and Complaints Author: Shona Welton, Head of Patient Affairs Responsible Lead Executive Director: Endorsing Body: Governance
CIRCULAR. CIR/OIAE/1/2014 December 18, 2014
CIRCULAR CIR/OIAE/1/2014 December 18, 2014 To All Companies whose securities are listed on SEBI recognized Stock Exchanges (Through the Stock Exchanges) All Intermediaries registered with SEBI (Through
Professional Indemnity Insurance
PROFESSIONAL INDEMNITY INSURANCE CLAIM NOTIFICATION FORM Privileged: Created For The Purposes Of Obtaining Legal Advice Professional Indemnity Insurance CLAIM NOTIFICATION FORM For advice, or assistance
Private Health Insurance Intermediaries. Document 2: Self-Audit Questionnaire. Version 2
Private Health Insurance Intermediaries Document 2: Self-Audit Questionnaire For All Members of PHIIA JUNE 2015 Version 2 9 For All Members of PHIIA Code Compliance Committee Private Health Insurance Intermediaries
Insurance Prudential Rules. ICR Intermediary Conduct. Non-Bank Financial Institutions Regulatory Authority
Insurance Prudential Rules Intermediary Conduct Non-Bank Financial Institutions Regulatory Authority January 2014 Contents 1. Introduction... 3 1.1. Insurance Prudential Rules... 3 1.2. Purpose... 3 2.
Contents. Section/Paragraph Description Page Number
- NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICAL NON CLINICA CLINICAL NON CLINICAL - CLINICAL CLINICAL Complaints Policy Incorporating Compliments, Comments,
High Oak Surgery Complaints Policy Document Description Lead Author(s) Change History Document complies with the Equality Act 2010
High Oak Surgery Complaints Policy Document Description Document Type CQC Standard 7 Service Application Version 2 Ratification Date Target Group All staff Last Reviewed October 2012 Next Review Date October
Complaint management policy About this policy
Complaint management policy About this policy This policy sets out our approach to managing complaints about our services, decisions, actions and officers. Contents A Overview... 3 Introduction... 3 Commitment...
Claims Management Policy
Claims Management Policy GOV 08 October 2007 GOV 08 Claims Management Policy 3.doc Page 1 of 12 Document Management Title of document Claims Management Policy Type of document Policy GOV 08 Description
Housing Case Management Service Specification
Revision Table Revision Sections Description Date Revised 9/23/2011 Original 7/3/2014 7.1 Removed the requirement to have in Delaware experience. 7/3/2014 ALL Renumbered document 7/3/2014 7.2.8 Revised
Barringtons Hospital Organisational Standard Operating Policy / Procedure
Barringtons Hospital Organisational Standard Operating Policy / Procedure SOP No: BHP02 Revision No: 03 Date: 21 March 2008 Revision: 21 January 2010 Revision: 14 January 2014 SOP Title: Complaints Policy
CHAPTER 59A-23 WORKERS COMPENSATION MANAGED CARE ARRANGEMENTS 59A-23.001 Scope. 59A-23.002 Definitions. 59A-23.003 Authorization Procedures.
CHAPTER 59A-23 WORKERS COMPENSATION MANAGED CARE ARRANGEMENTS 59A-23.001 Scope. 59A-23.002 Definitions. 59A-23.003 Authorization Procedures. 59A-23.004 Quality Assurance. 59A-23.005 Medical Records and
Addressing parents concerns and complaints effectively: policy and guides. Office for Government School Education
Addressing parents concerns and complaints effectively: policy and guides Office for Government School Education Published by the Group Coordination Division, Office for Government School Education, Department
Patient Information Form Trinity Wellness Center. Insurance Information
Patient Information Form Trinity Wellness Center Last Name, First Name, MI* Date of Birth* / / Social Security # -- -- Sex* : Female / Male Student Status (circle one): Full-time / Part-time / not a student
FACT SHEET Contact: Office of Legislative and Public Affairs (703) 305-0289 Fax: (703) 605-0365 PAO.EOIR@usdoj.gov www.justice.gov/eoir/ Feb.
U.S. Department of Justice Executive Office for Immigration Review Office of the Director 5107 Leesburg Pike, Suite 2600 Falls Church, Virginia 22041 FACT SHEET Contact: (703) 305-0289 Fax: (703) 605-0365
Magellan Behavioral Care of Iowa, Inc. Provider Handbook Supplement for Iowa Autism Support Program (ASP)
Magellan Behavioral Care of Iowa, Inc. Provider Handbook Supplement for Iowa Autism Support Program (ASP) 2014 Magellan Health Services Table of Contents SECTION 1: INTRODUCTION... 3 Welcome... 3 Covered
NHS CHOICES COMPLAINTS POLICY
NHS CHOICES COMPLAINTS POLICY 1 TABLE OF CONTENTS: INTRODUCTION... 5 DEFINITIONS... 5 Complaint... 5 Concerns and enquiries (Incidents)... 5 Unreasonable or Persistent Complainant... 5 APPLICATIONS...
Complaints Handling Policy Incorporating Complaints, Concerns and Compliments Version 5.0
Complaints Handling Policy Incorporating Complaints, Concerns and Compliments Version 5.0 Purpose: For use by: This document is compliant with /supports compliance with: To advise and inform hospital staff
KINGDOM OF SAUDI ARABIA. Capital Market Authority CREDIT RATING AGENCIES REGULATIONS
KINGDOM OF SAUDI ARABIA Capital Market Authority CREDIT RATING AGENCIES REGULATIONS English Translation of the Official Arabic Text Issued by the Board of the Capital Market Authority Pursuant to its Resolution
I. Policy Purpose. II. Policy Statement. III. Policy Definitions: RESPONSIBILITY:
POLICY NAME: POLICY SPONSOR: FRAUD, WASTE AND ABUSE COMPLIANCE OFFICER RESPONSIBILITY: EFFECTIVE DATE: REVIEW/ REVISED DATE: I. Policy Purpose The purpose of this policy is to outline the requirements
Procurement guidance Complaints management
Procurement guidance Complaints management Procurement guidance: Complaints management Page 2 of 6 Table of contents Table of contents... 2 Purpose... 3 Context... 3 Preventing complaints... 3 Managing
Reporting claims to the NHS LA
Reporting claims to the NHS LA Table of Contents 1. Introduction 2. When should a claim be reported to the NHS LA 3. What documents should be sent to the NHS LA when reporting a claim 4. How to report
NC WORKERS COMPENSATION: BASIC INFORMATION FOR MEDICAL PROVIDERS
NC WORKERS COMPENSATION: BASIC INFORMATION FOR MEDICAL PROVIDERS CURRENT AS OF APRIL 1, 2010 I. INFORMATION SOURCES Where is information available for medical providers treating patients with injuries/conditions
Health Care Insurance Ltd Complaints Handling Policy
Health Care Insurance Ltd Complaints Handling Policy Purpose The purpose of this document is to outline the procedure that Health Care Insurance Ltd (HCI) will adopt in the process of resolving complaints
Complaints Handling Policy
Complaints Handling Policy Policy Title Policy Owner Prepared by Approved by Complaints Handling Policy Customer Service, Communications and Consultation Services Manager Customer Service, Communications
CHERAMAN FINANCIAL SERVICES LTD
I. OVERVIEW CHERAMAN FINANCIAL SERVICES LTD CUSTOMER GRIEVANCE REDRESSAL MECHANISM Customers are the life line of any business. There is growing relevance for the concept of excellence in customer service
Memorandum of Understanding
Memorandum of Understanding between Department for Business, Innovation and Skills and United Kingdom Accreditation Service Page 1 of 13 Contents 1 Purpose... 3 2 Background... 3 3 Scope of activity...
ORI Gu idel in es f o r Inst it u t ion s an d Wh ist l eblow e rs: (November 20, 1995)
ORI Gu idel in es f o r Inst it u t ion s an d Wh ist l eblow e rs: Responding to Possible Retaliation Against Whistleblowers in Extramural Research (November 20, 1995) I. INTRODUCTION The Office of Research
Management of Customer Contacts within the Customer Service Function. Summary of Significant Changes. Policy
This Management Process Description replaces NEW Copy Number Effective: 20/03/12 Summary of Significant Changes New Document Policy The National Health Service Blood and Transplant (NHSBT) is committed
LexisNexis Public Access Portal: www.lexisnexis.com/njoal
PLEASE READ Rules and regulations of the Division of Consumer Affairs, the boards and committees in, and other units of, the Division are codified in Title 13 of the New Jersey Administrative Code, published
The Kansas Health Care Stabilization Fund
The Kansas Health Care Stabilization Fund Guidelines for the provisions of the Fund This is intended to assist health care providers in understanding the basic professional liability provisions of the
The Kroger Co. Board of Directors. Guidelines on Issues of Corporate Governance. (Rev. 5/11/15)
The Kroger Co. Board of Directors Guidelines on Issues of Corporate Governance (Rev. 5/11/15) THE KROGER CO. BOARD OF DIRECTORS GUIDELINES ON ISSUES OF CORPORATE GOVERNANCE The Kroger Co. Board of Directors
o Recommedation services
META-SHARE Terms of Service Last Modified: 26.11.2012 Version: 1.1 These are the terms of use and provision of the META-SHARE Services for all users who register to the META-SHARE Network through a META-SHARE
AURUKUN SHIRE COUNCIL GRIEVANCE POLICY
AURUKUN SHIRE COUNCIL GRIEVANCE POLICY Document Control Document Details: Document Reference Number: HR008 Domain: Version Number Date Adopted by Council Version 1 4 September 2014 Author Approved by Date
Quality Management Strategy
Quality Management Strategy Participant Access: An assessment to determine eligibility is conducted by participating Acquired Brain Injury waiver (ABI) providers utilizing the Medicaid Waiver Assessment
How To Protect A Whistleblower From Retaliation In The World Food Production Programme
Executive Director s Circular ETHICS OFFICE Date: 31 January 2008 Circular No.: ED2008/003 Revises: Amends: ED2006/011 Supersedes: Protection against retaliation for reporting misconduct and for cooperating
Company s Audit and a Review of the Outside Auditor
CLARCOR INC. AUDIT COMMITTEE OF THE BOARD OF DIRECTORS CHARTER PURPOSES: The purpose of the Committee is to: (a) assist Board oversight of (i) the integrity of the Company s financial statements, (ii)