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Patient Complaint Process

Drexel University Clinical Covered Entities
Privacy Program Policies and Procedures

Policy Title: Patient Complaint Process
Policy Number: IM-07
Effective Date: April 14, 2003; September 23, 2013
Last Revision: September 1, 2017
Responsible Officer: Vice President, Chief Compliance, Privacy and Internal Audit Officer

Table of Contents

Applicability

This policy applies to all Covered Entities within Drexel University.

Covered entities are defined in the HIPAA rules as (1) health plans, (2) health care clearinghouses, and (3) health care providers who electronically transmit any health information in connection with transactions for which HHS has adopted standards.

I. Policy

Patients may file a complaint with Drexel University (DU) or the Department of Health and Human Services if the patient wishes to report an action considered a violation of Privacy Rights.

II. Purpose

The policy provides the opportunity for the patient to register a complaint concerning Privacy Rights to enable immediate consideration and correction of the situation perceived as a breach of rights.

III. Procedure

  1. A patient or an authorized surrogate decision maker may submit a complaint in writing to the Privacy Officer at 13th Floor Bellet Building, 1505 Race Street, Philadelphia, Pa. 19102.
  2. The Privacy Officer and the Departmental Administrator will consider the complaint and analyze alternatives.
  3. The Privacy Officer will consult with the DU Information Security Committee to finalize a response.
  4. The Privacy Officer will respond to the patient or authorized surrogate and include a description of corrective action.

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