Hospice Surveys & Complaints

When is the last time you entered a complaint in your grievance log?  One of the core standards of focus for hospice surveyors is §418.52(b)-Exercise of rights and respect for property and person.  The interpretive guidelines for this standard state that a “grievance is a formal or informal written or verbal complaint made to any hospice employee, including volunteers and individuals furnishing hospice services under arrangement, by a patient or the patient’s representative regarding the patient’s care, abuse, neglect, or misappropriation of property.”  CMS has added a sentience to this guidance—“Hospices should inform patients and family/caregivers of accurate information for filing a complaint.”  The interpretive guidance, in §418.52(b)(4), goes on to direct the surveyor to review the agency’s  reporting, investigation, resolution and documentation as well as training to staff.  This core CoP is just one of several survey focus areas on quality of care.  As you see, compliance to this standard involves more than just the grievance log.  Surveyors will be examining personnel training, information provided to the patient and patient representative, and investigation reports.  Are you ready?