References
1. State of California, Department of Managed Health Care (DMHC), “DMHC investigation shows Kaiser Foundation Health Plan has little oversight over quality assurance programs,” Press Release, July 26, 2007, http://www.dmhc.ca.gov/library/reports/news/prkaiserqap.pdf.

2. Tracey Weber and Charles Ornstein, “State fines Kaiser again,” Los Angeles Times, July 26, 2007.

3. The Risk Management and Patient Safety Institute (RM&PSI), Health Care Facility Risk Management Manual, Sample Patient Relations: Complaints, Grievances and Appeals Process Policy, Volume 2, Section 1.3, pp. 5-11.

4. ECRI Institute, “Managing Patient’s Grievances and Complaints,” Healthcare Risk Control Risk Analysis, July 2007. Includes sample response letters.

5. Centers for Medicare & Medicaid Services (CMS), Revisions to Interpretive Guidelines for Centers for Medicare & Medicaid Services Hospital Conditions of Participation 42 CFR §§ 482.12, 482.13, 482.27, and 482.28 [online]. Ref: S&C-05-42. 2005 Aug 18 http://www.cms.hhs.gov/SurveyCertificationGenInfo/downloads/SCLetter05-42.pdf.42.

6. The Joint Commission, 2007 National Patient Safety Goals, Oakbrook Terrace, IL.