323
edits
Patient/Consumer Complaints: Difference between revisions
Jump to navigation
Jump to search
no edit summary
mNo edit summary |
Mhurlocker (talk | contribs) No edit summary |
||
| (One intermediate revision by the same user not shown) | |||
| Line 30: | Line 30: | ||
Policy No.: '''6062'''<br /> | Policy No.: '''6062'''<br /> | ||
Effective Date: '''03/17/03'''<br /> | Effective Date: '''03/17/03'''<br /> | ||
Revised Date:<br /> | Revised Date: '''04/22/24'''<br /> | ||
Reviewed Date:<br /> | Reviewed Date: '''04/22/24'''<br /> | ||
<big>'''Patient/Consumer Complaints Policy'''</big><br /> | <big>'''Patient/Consumer Complaints Policy'''</big><br /> | ||
| Line 42: | Line 42: | ||
Additionally, it is the goal of UNMC to maintain a high level of patient satisfaction. All UNMC workforce having contact with patients, families and visitors are encouraged to assist in gaining and maintaining their confidence. (For purposes of this policy, patient shall also include family members and visitors of the registered patient.) | Additionally, it is the goal of UNMC to maintain a high level of patient satisfaction. All UNMC workforce having contact with patients, families and visitors are encouraged to assist in gaining and maintaining their confidence. (For purposes of this policy, patient shall also include family members and visitors of the registered patient.) | ||
=== Policy === | === Policy === | ||
All routine patient complaints should be addressed to the extent possible at the clinic level. UNMC departments/clinics providing direct patient care are required to develop their own written procedures for handling patient/consumer complaints. More serious or unresolved patient complaints regarding UNMC, The Nebraska Medical Center, UMA, and UDA privacy practices should be referred to The Nebraska Medical Center Patient Relations Department, which shall receive and respond to complaints. To refer patients to The Nebraska Medical Center Patient Relations Department, departments should | All routine patient complaints should be addressed to the extent possible at the clinic level. UNMC departments/clinics providing direct patient care are required to develop their own written procedures for handling patient/consumer complaints. More serious or unresolved patient complaints regarding UNMC, The Nebraska Medical Center, UMA, and UDA privacy practices should be referred to The Nebraska Medical Center Patient Relations Department, which shall receive and respond to complaints. To refer patients to The Nebraska Medical Center Patient Relations Department, departments should provide the email address [mailto:patientrelationsmail@nebraskamed.com patientrelationsmail@nebraskamed.com]. <br/> | ||
The Notice of Privacy Practices (see UNMC Policy No. 6058, [[Notice of Privacy Practices]]) provided to patients shall direct patients to contact The Nebraska Medical Center Patient Relations Department or the Secretary of Health and Human Services if they believe their privacy rights have been violated and do not wish to address the issue at the department or clinic level.<br /> | The Notice of Privacy Practices (see UNMC Policy No. 6058, [[Notice of Privacy Practices]]) provided to patients shall direct patients to contact The Nebraska Medical Center Patient Relations Department at [mailto:patientrelationsmail@nebraskamed.com patientrelationsmail@nebraskamed.com], the Privacy Office at [mailto:Privacy@NebraskaMed.com Privacy@NebraskaMed.com] or the Secretary of Health and Human Services if they believe their privacy rights have been violated and do not wish to address the issue at the department or clinic level.<br /> | ||
Privacy/confidentiality complaints and their disposition shall be documented and retained for six years. (HIPAA: 45 CFR §164.530(d)(2)) | Privacy/confidentiality complaints and their disposition shall be documented and retained for six years. (HIPAA: 45 CFR §164.530(d)(2)) | ||
=== Definitions === | === Definitions === | ||
'''Information security''' | '''Information security''' Policies and practices designed to control access and protect information from unauthorized access, alteration, destruction, loss or disclosure. | ||
'''Notice of Privacy Practices''' | '''Notice of Privacy Practices (Notice)''' A plain language notice of the uses and disclosures that UNMC may make of the Individual’s PHI, and the Individual’s rights and UNMC’s legal duties with respect to such PHI. | ||
'''Privacy''' is defined as the right of individuals to keep information about themselves from being disclosed. | '''Privacy''' is defined as the right of individuals to keep information about themselves from being disclosed. | ||
'''Workforce''' | '''Workforce''' Employees, medical staff, volunteers, trainees and other persons whose conduct, in the performance of work for Nebraska Medicine/UNMC, is under the direct control of Nebraska Medicine/UNMC, whether or not they are paid by Nebraska Medicine/UNMC. | ||
=== Additional Information === | === Additional Information === | ||
*Contact [mailto:dbishop@unmc.edu Privacy Officer] | *Contact [mailto:dbishop@unmc.edu Privacy Officer] | ||
| Line 61: | Line 61: | ||
*UNMC Policy No. 6056, [[Retention and Destruction/Disposal of Private and Confidential Information]] | *UNMC Policy No. 6056, [[Retention and Destruction/Disposal of Private and Confidential Information]] | ||
*UNMC Policy No. 6058, [[Notice of Privacy Practices]] | *UNMC Policy No. 6058, [[Notice of Privacy Practices]] | ||
* | *Privacy Incident Policy No. 6057, [[Use and Disclosure of Protected Health Information]] | ||
This page maintained by [mailto: | This page maintained by [mailto:mhurlocker@unmc.com mh] | ||