MCN’s customizable template, Handling Patient Differences - Complaint/Grievance Process, is taken from our Hospice Policy and Procedure Manual. MCN Healthcare’s proven policy and procedure templates, competencies and compliance tools have assisted more than 20,000 health care organizations worldwide meet their regulatory compliance goals.

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Here is some sample content from Handling Patient Differences - Complaint/Grievance Process:

	PURPOSE: To define the process and mechanism for differences, patient concerns, dissatisfaction or complaints that may occur between the patient and Hospice. POLICY: Any difference of opinion, dispute, or controversy between a patient, family or patient representative and Hospice is handled according to the Hospice's mission, applicable laws and regulations. Hospice is committed to responding to any concerns or differences. Patients and/or their families/legal representative may freely voice complaints and recommend changes without being subject to coercion, discrimination, reprisal or...
Second excerpt:
	...Type of complaints received Action and resolution of complaints The Performance Improvement Committee will review complaint trends. Hospice will follow identified trends through the established performance improvement process and will report on performance improvements. Hospice orients all staff clinical and non clinical to the complaint process. Hospice staff will notify the Hospice Manager if the patient's need for or want for care or service exceeds Hospice capability or is in direct...