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Patient complaint monitoring

John Falcetano (john.falcetano@brooksrehab.org) is Director Corporate Compliance at Brooks Health System in Jacksonville, FL.

In this issue, we will discuss monitoring patient complaints related to compliance issues, an area that is frequently overlooked by compliance professionals. A patient can voice a concern related to many different compliance-related topics. For instance, a patient may voice a concern related to a potential privacy violation that a healthcare employee inappropriately disclosed their protected patient health information (PHI) to an unauthorized individual. A patient may be complaining about the bill they received for services they say were never provided. Patients may also report a complaint related to fraud, waste, or abuse.

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