Grievance
Definition: A formal complaint made by or on behalf of a resident regarding treatment, care, conditions, or violations of rights. Facilities must have a grievance policy and respond to grievances within a defined timeframe.
In Practice
CMS requires facilities to have a process for receiving, investigating, and resolving grievances. Written decisions must be provided to the complainant. Unresolved grievances may be escalated to the state survey agency as formal complaints. Surveyors review grievance logs during inspections to identify patterns of concern.