Regulation .04 Complaints.
Regulation .04 Complaints.LinkCopy Citation
A.
A commercial ambulance service licensed by SOCALR shall:
(1)
Have a written procedure for responding to complaints about service;
(2)
Provide a copy of its complaint procedure to any person upon request; and
(3)
Notify each complainant of the right to file a complaint with SOCALR if not satisfied with the response of the commercial ambulance service.
B.
Any person may file a complaint about a commercial ambulance service with SOCALR.
C.
SOCALR may ask a commercial ambulance service to explain a complaint before SOCALR takes further action on it.
D.
A complaint not covered by this subtitle may be referred by SOCALR to other appropriate parties for investigation and action.
E.
A commercial ambulance service shall:
(1)
Send SOCALR any written complaint made to the commercial ambulance service alleging a potential violation of the Maryland Medical Protocols for Emergency Medical Providers within 5 days of receipt by the commercial ambulance service;
(2)
Send SOCALR within 14 days a written report of the investigation by the commercial ambulance medical director;
(3)
Notify SOCALR within 72 hours of receiving a written complaint alleging a potential violation of Education Article, §13-515, Annotated Code of Maryland, or this subtitle;
(4)
Forward applicable complaints within 5 days of receipt;
(5)
Attach a written explanation of the ambulance service's position on the complaint; and
(6)
Explain the current status of the complaint.
F.
A commercial ambulance service may not retaliate against an employee because the employee:
(1)
Makes a complaint under this subtitle; or
(2)
Participates in a proceeding under this subtitle.
G.
SOCALR does not have jurisdiction over and may not take action on complaints that relate solely to billing matters.