FRIA Finds Problems in DOH Complaint Process

FRIA recently questioned 40 hotline callers we knew had made complaints to the Department of Health in the last year, to find out about their experiences with the DOH complaint system.

Forty surveys were sent out and ten people responded. Information gathered showed that the Department regularly neglected to let consumers know that their complaints had been received and to provide case numbers, rarely interviewed complainants and residents when investigating a complaint, and did not release results in a timely manner.

- Only 1 complainant was interviewed by a DOH investigator after lodging a complaint, and not one resident was questioned.
-  Five of the complainants were unsure about whether the DOH was investigating their cases.
- Seven complainants were dissatisfied with the DOH's complaint and  investigation process. 

FRIA will continue to monitor the DOH to insure that they provide oversight over nursing home care.