§10–428.

    (a)    A provider shall establish an internal grievance procedure to address a subscriber’s grievance.

    (b)    The internal grievance procedure shall at least:

        (1)    allow a subscriber or group of subscribers collectively to submit a written grievance to the provider;

        (2)    require the provider to send a written acknowledgment to the subscriber or group of subscribers within 5 days after receipt of the written grievance;

        (3)    require the provider to assign personnel to investigate the grievance;

        (4)    give a subscriber or group of subscribers who file a written grievance the right to meet with management of the provider within 30 days after receipt of the written grievance to present the grievance; and

        (5)    require the provider to respond in writing within 45 days after receipt of the written grievance regarding the investigation and resolution of the grievance.

    (c)    (1)    Within 30 days after the conclusion of an internal grievance procedure established under this section, a subscriber, group of subscribers, or provider may seek mediation through one of the Community Mediation Centers in the State or another mediation provider.

        (2)    If a provider, subscriber, or group of subscribers seeks mediation under paragraph (1) of this subsection, the mediation shall be nonbinding.

    (d)    (1)    On an annual basis, the Department shall collect from each provider information about internal grievances filed for each of the provider’s facilities, including:

            (i)    the number of internal grievances filed;

            (ii)    the aggregated, deidentified summary of internal grievances;

            (iii)    whether a grievance went to mediation and the outcome of the mediation; and

            (iv)    the final disposition of each filed grievance.

        (2)    On or before December 1 each year, the Department shall report to the Senate Finance Committee and the House Health and Government Operations Committee, in accordance with § 2–1257 of the State Government Article, on the data received from each provider under paragraph (1) of this subsection.