Patient Care Facility Accreditation Guide

October 2023


Complaint Process

ABC’s Professional Ethics Committee (PEC) will investigate all complaints involving an ABC accredited facility or any accreditation applicant that appears to be out of compliance with the Accreditation Standards or Code of Professional Responsibility. You must provide ABC’s contact information to clients/ patients for the purpose of reporting a complaint.

ABC will notify the appropriate regulatory authorities if an alleged complaint involves:

  • Possible abuse, neglect or exploitation
  • Professional misconduct
  • Noncompliance with state or federal laws

You will be informed of all allegations and provided with copies of all complaint-related materials.

If a review of the complaint determines that there is immediate risk to patients, ABC will notify the appropriate governmental and investigative agencies.

If the situation does not pose immediate risk, the complaint will be investigated in accordance with the Rules & Procedures regarding the Code. Depending upon the nature of the complaint, the following actions may be taken:

  • Request your cooperation in resolving the complaint
  • Request that you respond to the complaint within an identified time frame
  • Determine if you are aware of the complaint and if you have taken action

ABC will review all the information collected about the complaint, including any information gathered in a resurvey. If the investigation reveals the complaint or allegations are valid and a patient’s health, safety and welfare are at risk, accreditation may be revoked or suspended.

If the PEC determines that a violation of the Code has occurred, it may impose sanctions that must be complied with in order to remain eligible for accreditation.

You may appeal the PEC’s decision by following the appeals process. If the PEC makes the decision to revoke your accreditation, ABC will notify the appropriate regulatory agencies of that decision.