A Patient-Centered Guide to Handling Complaints and Grievances: Navigating Patient Advocacy

Created by the Patient Advocacy Community of The Beryl Institute, this guide assists Patient Advocates, and others in healthcare organizations, to anticipate, meet and exceed the expectations of patients receiving care. In addition to references to the Centers for Medicare and Medicaid Services (CMS) regulations, the Conditions of Participation, The Joint Commission standards and the Patient Advocacy Community Code of Ethics, the handbook explores the history of the creation and evolution of the CMS regulations, the intent of the guidelines and examples of policies to assist Patient Advocates in managing grievances and complaints more effectively in their organizations.