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COMPLAINT INVESTIGATION UNIT(CIU). Bureau of Health Systems Division of Operations Department of Community Health. Complaint Unit Functions . Receive complaints against the following facilities: Nursing Homes Hospitals Hospice. Complaint Unit Functions: continued. Home Health Agencies

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Complaint investigation unit ciu

COMPLAINT INVESTIGATION UNIT(CIU)

Bureau of Health Systems

Division of Operations

Department of Community Health


Complaint unit functions
Complaint Unit Functions

Receive complaints against the following facilities:

  • Nursing Homes

  • Hospitals

  • Hospice


Complaint unit functions continued
Complaint Unit Functions:continued

  • Home Health Agencies

  • Free Standing Surgical Clinics

  • Clinical Laboratories

  • End Stage Renal Disease Units


How to file a complaint
How to file a complaint:

  • Any person may file a complaint: Resident, Family Member, Guardian, Friend.

  • Hot Line: (800) 882-6006

    a) Hot line is monitored 24/7

    b) Calls are processed in the order received


How to file a complaint continued
How to file a complaint:continued

Mailing Address:

Michigan Department of Community Health

Bureau of Health Systems/Complaint Investigation Unit

P.O. Box 30664, Lansing, MI 48909

  • Processed within 3 days of receipt


How to file a complaint continued1
How to file a complaint:continued

  • Fax #: (517) 241-0093

  • Processed within 3 days of receipt.

  • On line: http://www.michigan.gov/bhs

  • Processed within 3 days of receipt.


Internal complaint processing
Internal Complaint Processing

  • Data entered into the computer

  • Acknowledgement letter sent to complainant

  • Files are created

  • Reviewed by manager

  • Assigned to an investigator

  • Investigator attempts to make initial contact with the complainant prior to investigation


Internal complaint processing continued
Internal Complaint Processing:continued

  • Unannounced on-site investigation is conducted

  • Report is written

  • Attempt is made to contact the Complainant to relate findings

  • Copy of report mailed to complainant/facility

  • Hearing option – To review completeness of investigation; not an appeal of citations or penalties


Complainant rights
Complainant rights

  • Hearing option – MCL 333.21799a(10)

  • Dissatisfied with the findings

  • Request a hearing in writing within 30 days of mailing of the investigation results

  • Department forwards request to Hearing Agency

  • Hearing Agency sends notice of date, time and place of the hearing to the complainant and nursing facility

  • Either party may be represented by an attorney


Nursing home responsibility for complaint resolution
Nursing Home Responsibility For Complaint Resolution

  • State Law MCL 333.21723

  • Requires Nursing Homes to post the name of the individual who is responsible for:

    a) receiving complaints

    b) investigating complaints

    c) communicating outcome of the investigation to the complainant

  • An individual must be identified for each shift to be available on duty 24/7


Nursing home responsibility continued
Nursing Home Responsibility:continued

  • List of long term care contact phone numbers are to be available to the public/residents for the following:

  • Department of Community Health Hot Line

  • Department of Community Health Nursing Home Monitoring Division – for contact during Standard (Annual) Surveys

    Detroit – (313) 456-0340

    Gaylord – (989) 732-8062

    Lansing – (517) 334-8408


Nursing home responsibility continued1
Nursing Home Responsibility:continued

  • Provider Groups

    Health Care Association of Michigan (HCAM)

    (517) 627-1561; www.HCAM.org

    Michigan Association of Homes and Services for the Aging (MAHSA)

    (517) 323-3687; www.mahsahome.org

    County Medical Care Facility (CMCF) Council

    (517) 371-5303; www.McMcfc.org


Nursing home responsibility continued2
Nursing Home Responsibility:continued

State Long Term Care Ombudsman

1-866-485-9393

Nursing Home Patient Care Advocacy Group

1-800-288-5923



Investigation time line
Investigation Time Line

  • All complaints filed must be related to issues that have occurred within the past 12 months.

  • All complaints received are investigated.

  • Currently complaint investigation time line average is 90 days.


Fy 2007 top nursing home citations based on complaints
FY 2007 Top Nursing Home Citations Based on Complaints

  • F323: Facility is free of accident hazards and provide supervision of residents to prevent accidents

  • F223: Residents are free from abuse

  • F309: Provide necessary care for “highest practical well being”

  • F225: Not report, abuse, neglect, misappropriation of property and suspicious injuries to the State Agency as required


Top nursing home citations based on complaints continued
Top Nursing Home Citations Based on Complaints- continued

  • F281: Services provided meet professional standards

  • F157: Inform family, guardian and physician of accidents/significant changes/transfers

  • F314: Proper treatment to prevent/heal pressure sores (bed sores)

  • F241: Dignity


Top nursing home citations based on complaints continued1
Top Nursing Home Citations Based on Complaints- continued

  • F246: Accommodations of needs & preferences

  • F279: Develop comprehensive care plans

  • F224: Facility prohibits abuse, neglect


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