title: When does a complaint become a grievance? Part 1.
abstract: Included in the Health Care Financing Administration's new Conditions of Participation (CoPs) is the requirement that a hospital's governing board ensure there is a well-defined process that patients can use to file grievances and receive feedback. But because the CoPs do not define the term "grievance," the regulations are unclear.
authors.affiliation: Brown-Spath Associates, Forest Grove, OR, USA.
authors.forename: P
authors.initials: P
authors.lastname: Spath
mesh_terms: D014487:Centers for Medicare and Medicaid Services, U.S.; D005246:Feedback; D015285:Hospital-Patient Relations; D006801:Humans; D006278:Medicare / Q000592:standards; D010344:Patient Advocacy; D017060:Patient Satisfaction; D011366:Professional Review Organizations; D014481:United States