OAR 309-118-0020
Grievance Process

(1) Informal Grievance: Whenever possible, a patient should attempt to present and resolve grievances informally with the person or persons involved in the complaint.
(a) An informal grievance may be made verbally or in writing, provided that the writing is not on an OSH formal grievance form.
(b) No written response is required for an informal grievance.
(c) Informal grievances are not subject to review or appeal.
(2) Formal Grievance: When a patient or their representative cannot resolve a grievance through informal means, they may submit a formal grievance:
(a) A formal grievance must be in writing on an OSH grievance form for formal grievances and shall include at least the nature of the grievance and a proposed resolution;
(b) The patient or representative must submit the original copy of the formal grievance in the designated area;
(c) The designated staff person shall forward copies of the grievance to the Ombuds;
(d) Within 20 business days after the designated staff person receives the grievance form, the designated staff person shall:
(A) Discuss the matter personally, either in person or through simultaneous telephonic or video means, with the patient and, if applicable, the representative, unless the patient declines to meet with the designated staff person.
(B) Consider any information furnished by the patient or their representative and such other information as may be relevant and material to the grievance;
(C) Prepare a written response to the grievance containing at least findings of fact and resolution of the grievance;
(D) Provide a copy of the written response to the patient and their representative, if any, and to the Ombuds.
(3) OSH Grievance Review Process: If the patient is not satisfied with the written response to their formal grievance or did not receive a written response to their formal grievance within 20 business days, the patient may request an OSH Grievance Review.
(a) OSH must receive a completed written request for an OSH Grievance Review within 30 business days after receiving a written response to their formal grievance or from the date a written response should have been issued under subsection (2) of this rule. If the patient or their representative fail to timely request an OSH Grievance Review, OSH shall not grant an OSH Grievance Review unless there is good cause for the untimely submission.
(b) The patient or their representative must submit their request on the OSH Grievance Review form to the Ombuds and the Superintendent. The request must state the patient’s or their representative’s reason for requesting a review and requested resolution. The patient or their representative must attach their request for a formal grievance and OSH’s written response to the formal grievance.
(c) The Superintendent shall provide a written response to the Grievance Review Request to the patient or their representative within 30 business days of receipt of the request for OSH Grievance Review.
(4) OHA Review Process: If the patient is not satisfied with the OSH Grievance Review response to their grievance, or did not receive a written response to their formal grievance within 30 business days, the patient or their representative may request an OHA Grievance Review.
(a) A request for OHA Grievance Review must be in writing and on the designated OHA Grievance Review form;
(b) A request for OHA Grievance Review shall state the patient’s reason for requesting the review and shall attach a copy of the original grievance form, and if received, the written grievance response as well as the OSH Grievance Review form and OSH Grievance Review written response;
(c) Copies of the request for OHA Grievance Review shall be sent to the OSH Ombuds and Superintendent, and the OHA Director at the time the request is made;
(d) An OHA Grievance Review request must be filed by the patient within 30 business days after having received a written OSH Grievance Review response. This may be extended for good cause;
(e) The OHA Director shall review all documents provided and may take other action to investigate the matter as they deem appropriate;
(f) The OHA Director shall provide a written response within 30 business days of receipt of an OHA Grievance Review request to the patient or their representative.
(g) The OHA review decision is final and is not subject to further review by OHA.

Source: Rule 309-118-0020 — Grievance Process, https://secure.­sos.­state.­or.­us/oard/view.­action?ruleNumber=309-118-0020.

Last Updated

Jun. 8, 2021

Rule 309-118-0020’s source at or​.us