Managing Complaints and Grievances

​A program to manage complaints and grievances is an essential component of all risk management and resident safety programs. Individuals served (e.g., clients, patients, residents, family members) have the right to file complaints and grievances when they are unsatisfied with the care received, and healthcare organizations should have processes in place for handling both in a timely manner. Feedback—including complaints and grievances—provides opportunities to understand the experiences of those served and can help healthcare organizations provide truly patient-centered care.

This Self-Assessment Questionnaire (SAQ) is designed to help risk managers evaluate their organization's policies, procedures, and processes for complaint and grievance management. This will not only facilitate regulatory compliance and survey preparedness, but will also decrease risk of legal action and malpractice claims. Tracking and trending complaints and grievances will...