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 ensure that staff correctly and consistently prioritize complaints and categorize the deficient practices of skilled nursing facilities.
Health Services new quality assurance program includes reviewing randomly selected complaint investigations to ensure, among other things, that complaints are appropriately prioritized and that complaint dispositions are appropriate. (2008-406, p. 12)
Agency responses received after June 2013 are posted verbatim.