Report 2006-106 Recommendation 5 Responses

Report 2006-106: Department of Health Services: Its Licensing and Certification Division Is Struggling to Meet State and Federal Oversight Requirements for Skilled Nursing Facilities (Release Date: April 2007)

Recommendation #5 To: Health Services, Department of

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 each complaint file includes a workload report (timesheet), an investigation report, and copies of both letters sent to complainants.

1-Year Agency Response

Health Services has addressed two of the four bulleted recommendations by instituting a quality assurance process for its complaint investigations. Specifically, Health Services quality assurance process includes peer reviews to ensure that complainants receive timely notification at the initiation and conclusion of investigations. Further, this process includes reviewing the quality of the investigations performed, such as ensuring that its staff properly investigate complaints and issue citations that are adequately supported by the evidence. (2009-406, p. 17)

California State Auditor's Assessment of 1-Year Status: Fully Implemented

All Recommendations in 2006-106

Agency responses received after June 2013 are posted verbatim.