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Guidelines show when an issue becomes grievance’
The Society for Healthcare Consumer Advocacy, part of the American Health Association, has developed a document outlining when a patient issue should be categorized as a grievance under Center for Medicare & Medicaid Services’ (CMS) regulations. It developed the document based on discussions with top CMS staffers, prompted by requests for clarification from risk managers and other health care professionals.
The document identifies differences between a patient complaint and grievance and provides tips for discussing complaint and grievance issues with state surveyors. It can be found at www.shca-aha.org. This is some of the advice: