To ensure that district offices consistently investigate complaints and include all relevant documentation in the complaint files, Health Services should clarify its policies and procedures, provide training as necessary, and periodically monitor district office performance to ensure compliance. At a minimum, Health Services should attempt to obtain mailing addresses from all complainants that do not wish to remain anonymous.
Since the bureaus audit findings were released, License & Certification (L&C) has conducted 5 separate monitoring studies to ensure that offices are following established complaint Policies & Procedures (P&P). The studies do not specifically review if mailing addresses for complainants are secured. However, in Sept. 2008, L&C conducted state wide trainings for all surveyors on the complaint P&P. This training included elements of the bureaus audit report and staff were instructed to attempt to secure mailing address for individuals who did not wish to remain anonymous. These studies do review attempts made by L&C to contact the complainant prior to starting the investigation. (2010-041, p. 50)
Agency responses received after June 2013 are posted verbatim.