Patient Complaints - How Does Your ASC Handle Them?

I'm featuring a brief article here from guest writer Lisa Venn, J.D., M.A., of Advocate Alliance.  Lisa's topic is the Centers for Medicare and Medicaid Services (CMS) proposed new patient grievance regulations for Ambulatory Surgery Centers.

Ambulatory Surgery Centers’ Patient Grievance Process

In August 2007, the Centers for Medicare & Medicaid Services (CMS) responded to a 2002 Congressional report calling Ambulatory Surgical Centers (ASCs) a “System in Neglect.” CMS proposed new ASC patients’ rights which include a mandate that ASCs establish a patient grievance process.

With history as a guide, ASCs should expect the proposed standards to become reality. In recent years, CMS has mandated that, in order to participate in the Medicare program, a nursing home or hospital must establish a patient grievance process. In many respects, the proposed ASC patient grievance process mirrors the hospital patient grievance regulation.

Like hospitals, ASCs will be required to investigate, document and respond to all grievances made by a patient or the patient’s representative. Grievance is broadly defined as including, but not limited to, mistreatment, neglect, verbal, mental, sexual or physical abuse, and theft of personal property. ASCs will be required to specify time frames for review and response to grievances. As are hospitals, ASCs will be required to provide patients with written notice of the ASC’s decision, ASC contact person, the results of the grievance process and the date the grievance process was completed. Under both hospital and ASC regulations, Medicare patients are provided extra protection by accreditors and State agencies. Like hospitals, ASCs will be required to inform patients and educate staff about patients’ rights and the grievance process.

When planning for the future, ASCs need only look to their nursing home and hospital counterparts. CMS has consistently required providers to establish a patient grievance process as part of quality improvement and patient safety. ASCs should plan, sooner rather than later, to establish a patient grievance process.

All of the proposed new rules for ASCs can be found at: http://www.cms.hhs.gov/center/asc.asp