Serious Complaint Procedure

Each unit shall develop a written procedure that ensures prompt and complete investigations of all serious complaints that are filed against the unit, employees of the unit or members of its professional staff. The procedure shall include, at a minimum, the following provisions: 145.450: continued (A) Designation of a senior member of the unit administration as the person responsible for overseeing the investigation of serious complaints lodged against the unit, an employee, or a member of the professional staff; (B) Establishment of a reporting procedure that ensures that the designated administrator will receive reports of serious complaints within one day from unit staff, in writing; (C) Development by the designated administrator of a written process for investigation, which must include the following: (1) A process of fact-gathering that he or she will utilize, including provision for interviewing of the complainant, patient, and relevant witnesses; (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; and (3) Notification of the complainant of the outcome of the investigation. (D) The complaint files shall be available for inspection by agents of the Department.