(1) Every nursing home must have a grievance procedure available to its residents and their families. The grievance procedure must include:
(a) An explanation of how to pursue redress of a grievance.
(b) The names, job titles, and telephone numbers of the employees responsible for implementing the facility’s grievance procedure. The list must include the address and the toll-free telephone numbers of the ombudsman and the agency.
(c) A simple description of the process through which a resident may, at any time, contact the toll-free telephone hotline of the ombudsman or the agency to report the unresolved grievance.
(d) A procedure for providing assistance to residents who cannot prepare a written grievance without help.
(2) Each facility shall maintain records of all grievances and shall report to the agency at the time of relicensure the total number of grievances handled during the prior licensure period, a categorization of the cases underlying the grievances, and the final disposition of the grievances.
(3) Each facility must respond to the grievance within a reasonable time after its submission.
(4) The agency may investigate any grievance at any time.