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Grievances and Complaints: Ensuring Hospital Compliance with the CMS CoPs, Joint Commission, DNV Standards and OCR

March 2 @ 8:00 am - 10:00 am MST


Due to COVID-19, the registration is per hospital and not per connection for this webinar. A single registration provides unlimited lines for employees of your hospital, including a link to view the recording. Please only select a qty. of “1” under Registration and indicate the number of connections requested when completing the Attendee information. This person will be responsible for sharing the access information with others who wish to participate.

Not sure if you’ll be able to make the live session? Everyone who registers will receive a link to the recording of the webinar to view at your convenience at no additional charge for 60 days post-webinar.

Most every hospital in the US that accepts Medicare or Medicaid reimbursement must comply with the CMS Conditions of Participation (CoPs). This program will cover in detail the CMS requirements for hospitals to help prevent the hospital from being found out of compliance with the grievance regulations.

This program will talk about a federal law that is enforced by the Office of Civil Rights requirements under Section 1557 of the Affordable Care Act. This law previously required many specific things and was revised on June 19, 2020. The hospital must still have a grievance procedure and compliance coordinator to investigate any grievances alleging noncompliance with this law including discrimination.

This program will also discuss the Joint Commission standards on complaints and DNV Healthcare on grievances and how their standards cross walk to the CMS grievance interpretive guidelines. This is a must attend for any hospital. Staff should be aware and follow the hospital grievance and complaint policy. This program will cover what is now required to be documented and in the medical record.

At the conclusion of this session, participants should be able to:

  • Discuss how and why hospitals must follow the CMS Conditions of Participation on grievances.
  • Recall CMS regulations on grievances.
  • Discuss that the Joint Commission has complaint standards in the patient’s rights chapter and DNV grievance standard in the patient right’s chapter.

Chief nursing officer, nurse managers, nurse supervisors, nurse educators, compliance officer, chief of medical staff, medical staff coordinator, risk manager, patient safety officer, senior leadership, COO, documentation specialist, hospital legal counsel, QAPI director, Joint Commission coordinator, regulatory officers, chief medical officer, physicians, education department staff, board members, patient experience or patient relations staff, and others responsible for patient complaints and grievances.

Laura A. Dixon, BS, JD, RN, CPHRM, is the president of Healthcare Risk Education and Consulting. She previously served as the Director, Facility Patient Safety and Risk Management and Operations for COPIC from 2014 to 2020. In her role, Ms. Dixon provided consultation and training to facilities, practitioners and staff in multiple states.

Ms. Dixon has more than 20 years of clinical experience in acute care facilities, including critical care, coronary care, peri-operative services and pain management. Prior to joining COPIC, she served as the Director, Western Region, Patient Safety and Risk Management for The Doctors Company, Napa, California. In this capacity, she provided consultation to the physicians and staff for the Western United States.

As a registered nurse and attorney, Laura holds a Bachelor of Sciences degree from Regis University, a Doctor of Jurisprudence degree from Drake University College of Law, and a Registered Nurse Diploma from Saint Luke’s School Professional Nursing. She is licensed to practice law in Colorado and California.

The speaker has no real or perceived conflicts of interest that relate to this presentation.

February 26; 5:00 p.m. MTN

Access instructions and materials will be emailed to the person completing the order prior to the program date. If you do not receive the instructions at least 24-hours in advance, please contact IHA.


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March 2
8:00 am - 10:00 am MST
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