Section 641.201.7. Complaints.

Each ODS shall provide in its bylaws for a system to resolve and record complaints.

       201.7(1) The complaint system shall provide for the resolution of the following kinds of complaints:

        a.           Complaints about the quality of health care services provided by the ODS.

        b.           Complaints about the availability of health care services.

        c.           Complaints relating to enrollee participation in the operation of the ODS.

        d.           Complaints relating to reimbursement.

       201.7(2) An ODS shall submit to the department an annual report in a form prescribed by the department which shall include:

        a.           A description of the procedures of the complaint system.

        b.           The total number of complaints handled through the complaint system and a compilation of reasons underlying the complaints filed in accord with 201.7(1).

        c.           The number, amount and disposition of malpractice claims settled during the year by the ODS and any of its providers.