{"ref":"OH-HC-CMP-01","title":"Complaints and Grievances","category":"Quality","summary":"Sets how any client, representative, family member or other person can make a complaint to the Agency, by any means and without fear of retaliation; how the complaint officer logs, acknowledges, investigates and resolves it within the Agency's own time frames; which complaints must instead go at once to adult protective services, incident reporting or the privacy official; how waiver clients' case managers are involved; and the outside agencies a client may contact at any time, including the Ohio Department of Health complaint unit, the long-term care ombudsman and Medicaid.","inShort":["Anyone can make a complaint, in any way, even without giving a name.","Listen politely, write down what the person says, and pass it to the complaint officer the same day.","If the complaint is about abuse, neglect, theft or injury, report it right away. Do not wait for the complaint process.","Never discourage a complaint or treat a client differently because they complained.","Clients may also contact the Ohio Department of Health, the ombudsman or their case manager at any time."],"primaryCitation":"OAC 5160-45-03(A)(12)","citations":["OAC 5160-45-03(A)(12), (13)","OAC 5160-45-03(B)(1)(n)","ORC 3740.02","ORC 3740.07"],"federalCitations":[],"surveyorAsks":["How does a client make a complaint, and how are clients told about it?","Show me your complaint log for the last year and the response to this complaint."],"forms":[{"ref":"OH-HC-CMP-01-A","title":"Complaint Form"},{"ref":"OH-HC-CMP-01-B","title":"Complaint Log"}],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (OAC 5160-45-03(A)(12))","5. How to Make a Complaint","6. What Staff Do When They Receive a Complaint","7. Logging, Acknowledging and Investigating","8. Resolving the Complaint","9. No Retaliation and Continued Services","10. Waiver Clients and Their Case Managers","11. Outside Agencies a Client May Contact at Any Time","12. Responsibilities","13. Records and Compliance Monitoring","14. Staff Training","15. References","16. Related Policies and Forms","17. Approval","18. Revision History"],"version":"1.0","sample":false,"pack":"oh-hca","state":"Ohio","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}}