Callers with complaints against your
employees, services, or products will call your Nationwide Toll Free Telephone
number. They will then be prompted to enter your Exclusive Store Identification
number. Upon dialing your Store ID, callers will be asked a series of questions
designed to log the necessary data according to Medicare requirements. Callers
responses are stored in a digital voicemail file which can be delivered to your
Compliance Officer via email.
For added convenience, you may check
your messages through a web-based control panel. These voice files can
then be saved as part of your record or log of customer complaints. Your
Compliance Officer can store these digital files in a safe, secure place.
Keeping a Log
Once you have received the voicemail
file, you or your Complaint Officer will then log the call in your CRP file. A
customizable template is available at: www.DME-Solutions.com.
The Complaint Log Form is designed
around your Hotline questions to ensure that all of the details of the complaint
record are available in one place. There’s even room to make notes on action
taken as well as a signature place to sign off on the complaint as completed.
You can then put the log forms in a binder or folder for easy access and
In the event of a Medicare Information
Request or Review, you will have the confidence of having sufficient compliance
with Medicare’s Supplier Standards