D.C. Mun. Regs. tit. 22, r. 22-B3913
Each home care agency shall develop and implement policies and procedures for an internal complaint process that shall allow the patient or his or her representative to present a complaint to agency staff, contract personnel, or the home care Director.
A written summary of the complaint process shall be disseminated as follows:
The telephone number of the Home Health Hotline maintained by the Department of Health shall be posted in the home care agency's operating office in a place where it is visible to all staff and visitors.
A complaint may be presented orally or in writing.
The home care agency shall respond to the complaint within fourteen (14) calendar days of its receipt, and shall document the response.
If the patient indicates that he or she is not satisfied with the response, the agency shall respond in writing within thirty (30) calendar days from the date of the agency's initial response. The response shall include the telephone number and address of all District government agencies with which a complaint may be filed and the telephone number of the Home Health Hotline maintained by the Department of Health.
D.C. Mun. Regs. tit. 22, r. 22-B3913