Patient Complaints and Grievances Essentials
Sometimes confusion exists between complaints and grievances and what regulatory and accreditation expectations mean. This essentials course provides clarity for hospitals and other healthcare settings on how to respond to complaints and grievances.
Learn & Apply
Distinguish Between Complaints & Grievances
Identify changes in the survey process as a result of the Covid-19 Pandemic.
Learn what the new survey process will look like and tips for a successful process.
Review problematic standards from the prior year and gain understanding of new standards on the radar for 2021.
About the Instructor
James Ballard, MBA, CPHQ, CPPS, HACP
James Ballard, MBA, CPHQ, CPPS, HACP, is a Healthcare Consultant with over 30 years of experience responsible for assessing healthcare organizations’ readiness for licensing, accreditation and regulatory compliance. James provides support to organizations in the areas of Life Safety Code® compliance, Environment of Care, Emergency Management, Quality, Performance Improvement, Patient Safety and Clinical Care requirements. He has expertise in The Joint Commission (TJC) accreditation, Centers for Medicare and Medicaid Services (CMS) requirements as a former Federal Surveyor. He has served as faculty and speaker for Risk Assessment, Medication Management, Patient Safety, and other regulatory compliance issues. In addition, he assists organizations with post-survey activities, education and follow-up, patient safety strategies, and quality improvement initiatives.
Mr. Ballard has worked in a variety of healthcare positions and his experiences range from Surgical Technologist, EMT, Combat Medicine to a Federally Certified Healthcare Surveyor (Hospital, Critical Access, Transplant, Ambulatory Survey Centers and Long-Term Care), to Director positions over Compliance, Quality, Infection Prevention, Safety, Risk Management, Employee Health, and Emergency Preparedness. Mr. Ballard was the main creator of the CMS Focused Quality Assessment and Performance Improvement (FQAPI) Survey process and tool for Transplant programs in Hospitals.