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CMS Grievance Requirements: Blessing or Nightmare?
Program Code:
SA-12
Date:
Saturday, October 24, 2009
Time:
1:15 PM to 2:15 PM
EST
PRESENTER
:
Carli Meister,
M. Sc (A), RN, Director of Customer Relations and Risk,
The Chester County Hospital
Carli Meister has been an RN for 30 years and has held a wide variety of administrative and clinical positions in the fields of psychiatric/HIV nursing, Organizational Development, Performance Improvement and in Risk and Customer Relations. At The Chester County Hospital, Ms. Meister is responsible for a wide variety of activities; some of which include resolving patient grievances, facilitating educational opportunities for nurses and physicians around loss prevention, and spearheading targeted clinical risk initiatives (e.g. in Radiology). She has authored numerous articles, and presented at national and international conferences, including most recently at ASHRM in 2009.
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Description
CMS grievance requirements have introduced bureaucratic challenges and concerns about the increased risk exposure suggested by the regulations’ operational details. However, if the risk manager and other leadership staff view these requirements as a way to facilitate early intervention with patients and families when dissatisfaction appears, there can be indirect and direct benefits in both service recovery and risk mitigation. This session offers tools and strategies on how to proactively manage the CMS grievance mandate in order to mitigate risk.
LEARNER OUTCOMES:
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Describe a variety of interventions to manage patient dissatisfaction in order to avoid a Grievance.
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Identify the risk management opportunities and challenges of the Grievance requirements.
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Select strategies to customize the Grievance requirements in order to mitigate your risk .