Complaints, Suggestions, and Communications
Complaints, Suggestions, and Communications
Goal
To allow every resident, visitor, and staff member the opportunity to voice their opinion.
Policy
The facility has a policy of open communication and encourages every resident, visitor, and staff member to voice opinions, suggestions, and concerns. Several channels are available for this purpose.
Staff Communication:
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Monthly Staff Meetings:
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Held for all departments to facilitate open communication and address any issues or suggestions.
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Monthly Supervisors Meetings:
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Conducted to ensure supervisors are aware of and can address staff concerns.
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Monthly Department Head Meetings:
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A resident representative may also attend these meetings, as appropriate, to provide input from the resident's perspective.
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Inservice Programs:
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Educational sessions that also serve as a platform for staff to voice their opinions and suggestions.
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Suggestion Box:
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Available for staff to anonymously submit suggestions and feedback.
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Individual Meetings:
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Staff members can request meetings with their Supervisor, Assistant Director of Nurses, or Director of Nurses to discuss concerns or suggestions.
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Appropriate Lines of Communication for Complaints:
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All staff members are encouraged to express opinions, suggestions, etc., to whomever they wish, utilizing the proper channels for formal complaints.
Resident/Family Communication:
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Suggestion Box:
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Available for residents and families to submit suggestions and feedback.
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Individual Meetings:
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Residents and families can request meetings with staff to discuss concerns or suggestions.
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Department Head Meetings:
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Through a resident representative, residents can voice concerns or suggestions during these meetings.
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Resident Council:
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A forum for residents to discuss and address common concerns with facility management.
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State Ombudsman:
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Contact information posted in the facility for residents and families to voice concerns outside of the facility.
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Resident Care Conference:
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Regularly scheduled meetings to discuss individual resident care and address any concerns or suggestions.
Resident/Family Complaints:
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Voicing Complaints:
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Complaints may be voiced to appropriate staff members, Charge Nurse, Supervisors, Department Heads, etc.
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Documentation:
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Complaints will be documented on a communication sheet by the appropriate staff member, Supervisor, Department Head, etc. Investigation and appropriate follow-up will ensue.
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Communication Sheet Information:
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Name of person filing the complaint, whether resident, family, or visitor, and date filed.
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Method of communication – telephone, mail, visit.
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Name and title of the staff member taking the complaint.
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Nature of the complaint.
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Information received.
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Name of the staff member that information was reviewed with and date reviewed.
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Name of the staff member to do follow-up and document findings.
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Follow-up report and date completed.
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Name of persons completing the report of findings, reviewed with, and date reviewed.
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Protection Against Reprisal:
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In no event will the threat of discharge or other reprisal be used against any resident of the facility for registering a complaint.
References:
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Centers for Medicare & Medicaid Services (CMS), State Operations Manual (SOM)
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Requirements of Participation for Nursing Homes, CMS
