 Grievance Committee

Purpose:

To provide oversight for the grievance process, including review of all grievances,
review of trends of both complaints and grievances (including time frames for
resolution), identification of opportunities for improvement, and referral of action
items to address those opportunities. The committee will also serve as an appeal
option for those persons not satisfied with the resolution managed through the
initial complaint/grievance resolution process.

Objectives:

a) To develop and implement well-defined policies, procedures, and processes

for addressing and responding to patient grievances and complaints.
b) To be able to educate all staff members, especially those with direct patient
contact, on grievance processes, and emphasize that staff should
communicate calmly with patients and show empathy for their concerns.

Roles and Responsibility of Each Member:

1) Chairperson:
a) Receives and processes all grievances and complaints on a week day
basis.
b) Responsible for scheduling and chairing the committee and keeping a
record of all grievances and complaints

2) Program or Nurse Manager:

a) Meets with the patient or patient representative to discuss the
grievance and attempt to find resolution to the grievance

3) Review Officer:
a) Meets with the patient or patient representative to discuss the
grievance; investigate the grievance; report back to the Committee
with their findings and recommendations; and participate in the
appeal process.

4) Other members:
a) Maintain the integrity of the grievance process and helping to resolve
patient complaints and disputes.