Serious Complaint Procedure

Each program shall develop a written procedure that assures prompt and complete investigations of all serious complaints which are filed. The procedure shall include, at a minimum, the following provisions: (A) Designation of a member ofthe program's administration as the person responsible for overseeing the investigation of serious complaints lodged; (B) Establishment of a reporting procedure which assures that the designated administrator will receive within one day from staff, in writing, reports of serious complaints; (C) Development by the designated administrator of a written process of investigation which shall include the following: (1) A process of fact-gathering that he will utilize, includingprovisionfor interviewingofa patient complainant; (2) Creation of a complaint file that includes the original report of complaint, progress reports as investigation is carried out and outcome of investigation including action taken, if any; (3) Notification of the complainant of the outcome of the investigation.