{"ref":"GA-HC-CMP-01","title":"Complaints and Grievances","category":"Client rights","summary":"Explains how clients, responsible parties and others can complain, orally or in writing, without fear of discrimination or retaliation; how the Agency logs, acknowledges, investigates and resolves each complaint in a timely manner; and how complainants can contact the Georgia Department of Community Health.","inShort":["Anyone may complain, by phone, in person or in writing. Never discourage a complaint.","Listen, write down what was said, and pass every complaint to the Complaint Officer the same day.","If a complaint suggests abuse, neglect or exploitation, report it at once under the abuse policy.","Never treat a client differently because they complained.","Clients may also call the Georgia Department of Community Health at any time: 1-800-878-6442."],"primaryCitation":"Ga. Comp. R. & Regs. 111-8-65-.12(3)","citations":["Ga. Comp. R. & Regs. 111-8-65-.12(1)","Ga. Comp. R. & Regs. 111-8-65-.12(2)(f)","Ga. Comp. R. & Regs. 111-8-65-.12(2)(i)","Ga. Comp. R. & Regs. 111-8-65-.12(3)","Ga. Comp. R. & Regs. 111-8-65-.12(4)","Ga. Comp. R. & Regs. 111-8-65-.09(2)(a)7","Ga. Comp. R. & Regs. 111-8-65-.09(2)(a)8","Ga. Comp. R. & Regs. 111-8-65-.09(4)(d)","Ga. Comp. R. & Regs. 111-8-65-.10(2)(c)2","Ga. Comp. R. & Regs. 111-8-65-.10(4)"],"federalCitations":["45 CFR §164.530(d)"],"surveyorAsks":["Who handles complaints, and how do clients know how to reach that person?","Show me your complaint file and log for the last year, with the actions taken."],"forms":[{"ref":"GA-HC-CMP-01-A","title":"Complaint Form"},{"ref":"GA-HC-CMP-01-B","title":"Complaint Log"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (Ga. Comp. R. & Regs. 111-8-65-.12(3))","5. How to Make a Complaint","6. Handling a Complaint","7. No Retaliation","8. Contacting the Georgia Department of Community Health","9. Responsibilities","10. Records and Compliance Monitoring","11. Staff Training","12. References","13. Related Policies and Forms","14. Approval","15. Revision History"],"version":"1.0","sample":false,"pack":"ga-phc","state":"Georgia","service":"Home care","guides":[{"path":"/guides/home-care-agency-policies/","h1":"What policies does a home care agency need?"}],"agency":{"name":"Sample Agency","legalName":"Sample Agency, LLC","logo":null}}