| (a) Once OO staff have determined all pertinent information
has been gathered and their investigation of a complaint is complete,
they determine if it is substantiated, unsubstantiated, or unable
to be substantiated.
(b) A consumer or the consumer's LAR is notified of
the outcome of a complaint. A written summary is provided upon request
of a consumer or the consumer's LAR, or if OO staff cannot reach the
consumer by telephone to relay the findings. If the consumer provides
consent and requests, OO staff also notify the consumer's health care
provider of the outcome.
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