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COMAR 10.07.05.09 — Complaint Process

MarylandregulationMaryland Department of Health, Office of Health Care Quality

What this rule requires your agency to do

  • 1Document each internal complaint investigation with the time, date, place, and individuals involved; a complete description of the complaint; its disposition; and follow-up activities and steps taken to prevent reoccurrence (§B(1)).(COMAR 10.07.05.09 — Complaint Process)
  • 2Make investigation reports available to the Department immediately upon request, and provide a summary report of any complaint investigation for public inspection upon request to the extent permitted by law (§D).(COMAR 10.07.05.09 — Complaint Process)
  • 3Provide notice to clients of the Department's complaint hotline number for complaints about services provided or failed to be provided (§C).(COMAR 10.07.05.09 — Complaint Process)
  • 4Provide notice of the disposition of a complaint to the client (or client representative if incompetent), the client's physician if needed, and licensing or law enforcement agencies when required by law (§B(3)).(COMAR 10.07.05.09 — Complaint Process)
  • 5Maintain records to support the internal complaint investigation process (§B(4)).(COMAR 10.07.05.09 — Complaint Process)
  • 6If no investigation is conducted, document in the complaint record the reason for not investigating (§B(2)).(COMAR 10.07.05.09 — Complaint Process)
  • 7Institute an internal client complaint process that includes notice to the client or client representative of the complaint process, protocols to investigate complaints, and a mechanism for timely investigation of written complaints that ensures services are not disrupted due to filing a complaint (§A).(COMAR 10.07.05.09 — Complaint Process)

Applies to: personal care

Requires the agency to institute an internal client complaint process (notice, investigation protocols, timely handling without disruption of services), to document and dispose of complaint investigations with prescribed content and notices, to inform clients of the Department's complaint hotline, and to make investigation reports available. Framework topic: Complaints & Grievances.

Regulatory information, not legal advice — always confirm against the cited official source. Verification reduces error; it does not certify compliance.