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Department of Children and Families
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Policy Manual
HEALTH CARE
Standards Regarding Record Keeping of Health Matters

44-7-10

Complaint Process

Policy

The Department shall allow an individual to make complaints about the use and disclosure of Protected Health Information (PHI).

The complaint shall be made in writing using the DCF Use/Disclosure Complaint Form, DCF-2238.
Complaint Filing Procedure

If an individual wishes to make a complaint concerning the Department’s compliance with the use and disclosure of PHI, the individual shall be provided with the following:

·          a copy of the Use/Disclosure Complaint Form, DCF-2238, or

·          the telephone number of the Privacy Office, 1-866-360-1734, to
 request a copy of the DCF-2238.

All complaints shall be

·          directed to the Privacy Office, and

·          reviewed by the Privacy Oversight Committee.  (See below.)
Privacy Oversight Committee

The Privacy Oversight Committee shall meet quarterly to review, resolve, document and report on all privacy complaints received by the Department.

The Privacy Officer shall chair the committee.

The Committee members shall include, but not be limited to, the Privacy Officer and the contact persons listed below:

Location Contact Person(s)
Connecticut Children’s Place Superintendent or designee
High Meadows Ombudsman
Riverview Hospital Ombudsman (Patient Advocate
Regional Office Regional Administrators or designee
Central Office

Representative(s) of the following:

  •  Bureau of Behavioral Health, Medicine and Education 

  •  Bureau of Child Welfare Services

  •   Legal Division

  • Ombudsman    

  • Regional Resource Group
Processing Complaints The table below presents the procedures for processing complaints:

Person/Office

Action
Privacy Office

Upon receipt of a privacy complaint: 

·          Record each complaint in the Privacy
 Complaint tracking tool

·          Assign the complaint to the involved region
 or facility. 
Region or Facility

Convene its Privacy Oversight Committee to

·          assess and resolve the privacy complaint

·          determine any sanctions

·          document the above on DCF-2238

·          send the completed DCF-2238 to the Privacy
 Office.
Privacy Office

·          Document the resolution of the privacy complaint and any sanctions into the Privacy Complaint tracking tool.

·          Report on all complaints as required by HHS or internal quality assurance needs.
Sanctions Sanctions may be applicable for a DCF employee who is in violation of  HIPAA, in accordance with Policy 7-4-3.1, Neglect of Duty.

Connecticut Department of Children and Families              Effective Date:   April 14, 2003 (New)

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