R500-3-13. Complaints Regarding the Ombudsman Program

(1) A resident, family member, staff member of a long-term care facility, or other interested individual may submit a complaint regarding the ombudsman program to the office or local area agency. (a) A complainant shall submit the complaint in writing to the office or local area agency. (b) A complaint shall include any outcome and relevant action that formed the basis for the complaint. (2) If a complaint is made about a local ombudsman entity, the local area agency shall immediately notify the office. The local area agency program supervisor or director shall: (a) investigate the complaint within ten business days of receipt of the complaint; (b) document the nature of the complaint and investigation; (c) provide a response to the complainant within ten business days following completion of the investigation, including the name and contact information of the ombudsman for an appeal of the decision; and (d) document any response and notify the office of the response. (3) If a complaint is made about the office, the office shall immediately notify the division director. The division director, or designee, shall: (a) investigate the complaint within ten business days of receipt of the complaint; (b) document the nature of the complaint and investigation; and (c) provide a response to the complainant within ten business days following completion of the investigation and document the response.