A hospice care program shall establish a procedure under which a patient or family member may make a complaint to a representative of the hospice care program. The hospice care program shall investigate and seek to resolve the complaint. The hospice care program shall maintain documentation which reflects findings of the investigation and efforts to resolve the complaint. The hospice care program shall inform each patient and family of: Its complaint procedure; and The address and telephone number of the Department's Licensing and Certification Administration. The Department may conduct investigations of complaints involving alleged violations of this chapter.