Agenda - 08-18-2009 - Laserfiche WebLink

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4 • If the EMS division receives a complaint and determines that the issue is predominately one that involves billing, filing, or insurance the complaint information will be forwarded to the Revenue Department. Medical Care Complaints • All concerns about medical care rendered by the Orange County EMS should be directed to the Emergency Services Department. o The EMS Operations Manager will acquire the patient care report. o The EMS Operations Manager, in compliance with federal, state, and local confidentiality rules will contact the complainant and will ascertain their relationship to the patient. o The EMS Operations Manager will document the call and will log the question on the appropriate form. • If the Revenue Department receives a complaint and determines that the issue is predominately one about medical care rendered by Orange County EMS, the complaint information will be forwarded to the Emergency Services Department. • If the complainant is not lawfully allowed to represent the patient, the complainant will be informed that Emergency Services is unable to discuss the details of the medical care. Emergency Services will describe who is legally able to represent the patient. • If the complainant is lawfully allowed to represent the patient, the EMS Operations Manager will make reasonable effort to discuss the concern with the patient or their representative. • If after speaking with the EMS Operations Manager the patient or representative requests further review related to the care rendered, the EMS Operations Manager will forward the concern to the Emergency Services Director. o The EMS Operations Manager will provide to the ES director a synopsis of the concern as it relates to the medical care rendered, the contact information for the representative, and any appropriate documentation. 2