Ambulance services providers shall provide a customer service program that addresses complaints or concerns raised either verbally or in writing from patients or families of patients, oversight agencies, hospitals, emergency department physicians or nurses, other healthcare facilities, fire service agencies, and law enforcement agencies. City shall notify ambulance services providers of any complaint or concern received by city from patients or families of patients, oversight agencies, hospitals, emergency department physicians or nurses, other healthcare facilities, fire service agencies, and law enforcement agencies within twenty-four (24) hours. Ambulance services providers shall make initial contact with the agency or person expressing the complaint or concern within twenty-four (24) hours. Ambulance services providers shall investigate complaints or concerns in a timely manner. All verbal or written complaints or concerns shall be documented by the ambulance services provider for completion and follow through. The documentation shall note the nature of the complaint or concern and the resolution or proposed resolution of the complaint or concern by the ambulance services provider. The documentation of any concerns or complaints shall be submitted to the city fire chief on a monthly basis. The ambulance services provider shall allow the city to audit the customer service program upon request; however medical information may be withheld to the extent required by applicable federal or state law. (Ord. 2014-11-003, 11-13-2014)