To protect the health, safety, and well-being of residents in long-term health care facilities, Public Health should improve its oversight of complaint processing. Specifically, by January 1, 2015, Public Health should establish and implement a formal process for monitoring the status and progress in resolving open facility-related complaints and ERIs at all district offices. This process should include periodically reviewing a report of open complaints and ERIs to ensure that all complaints and ERIs are addressed promptly.
In July 2015, CDPH provided to all district offices an Open Complaints Data (OCD) Query Tool.
The OCD Query Tool has:
- current data - refreshed weekly
- a summary table showing Open Complaints by District Office and SFY Received
- a summary table highlighting data clean-up issues
- an exportable detail file for taking action on the open complaints and clean-up issues
OCD resources include:
- User Instructions
- Data Dictionary
- Feedback Survey
Public Health provided documentation showing periodic review of district offices' status and progress in resolving open facility-related complaints and ERIs.
On May 8, 2015, CDPH posted district office -specific data to the stakeholder website page. CDPH
Branch Chiefs use this district office-specific data with the district office managers to manage
Although Public Health provided a link to its website where it posts district office-specific data, it did not provide documentation to demonstrate that it established and implemented a formal process for monitoring the status and progress to ensure that all complaints and ERIs are addressed promptly.
On November 7, 2014, CDPH posted on our website performance metrics on the volume, timeliness, and disposition of long-term care health facility complaints and ERI investigations for the first quarter of fiscal year 2014-2015.
By January 31, 2015, CDPH will provide district-specific data to the district offices to use as a management tool. CDPH will work with the district offices to monitor these performance metrics.
Agency responses received are posted verbatim.