Addressing complaints
Compliance Monitor, April 28, 2006
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Q: What does HIPAA require us to do when we receive a complaint?
A: The purpose of the complaint process is to allow your organization to resolve complaints and problems but you are not required to implement a due process or appeals process for complaints. You are also not required to share any information with the complainant. You must only document the receipt of the complaint and the resolution, if any.
However, individuals are entitled to take their complaints to HHS, so it is appropriate for you to resolve complaints to the individual's satisfaction.
For more information see Section 164.530(d) Complaints to the Covered Entity of the privacy rule.
Editor's note: Attorneys from Bricker & Eckler, LLP, answered this question. This is not legal advice. Consult with your attorney for legal matters.
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