11/15/2018

Correct Use of the Medicare Complaint Log

Can you please advise us when the Medicare Complaint Log needs to be completed? Can you please give us an example?. For example, if a patient comes in and the shoe does not fit and we are returning for another size, does the Medicare Complaint Log have to be filled out if the insurance has not been billed? Does this apply for ALL Medicare Advantage plans or strictly Medicare?

Any changes or complaints whether or not billed to Medicare, need to be logged in the Medicare Complaint Log and the resolution thereof must be provided and documented. This only applies to Medicare patients.

For your reference, attached are:

Protocol For Resolving Complaints From Mcr Beneficiaries

Medicare Beneficiary Complaint Log