Report 2014-111 Recommendation 1 Responses
Report 2014-111: California Department of Public Health: It Has Not Effectively Managed Investigations of Complaints Related to Long-Term Health Care Facilities (Release Date: October 2014)
Recommendation #1 To: Public Health, Department of
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.
1-Year Agency Response
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
- Completion Date: July 2015
- Response Date: November 2015
California State Auditor's Assessment of 1-Year Status: Fully Implemented
Public Health provided documentation showing periodic review of district offices' status and progress in resolving open facility-related complaints and ERIs.
6-Month Agency Response
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
performance.
http://www.cdph.ca.gov/programs/Pages/CHCQPerformanceMetrics.aspx
- Completion Date: May 2015
- Response Date: July 2015
California State Auditor's Assessment of 6-Month Status: Pending
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.
- Auditee did not substantiate its claim of full implementation
- Auditee did not address all aspects of the recommendation
60-Day Agency Response
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.
- Estimated Completion Date: 1/31/2015
- Response Date: December 2014
California State Auditor's Assessment of 60-Day Status: Partially Implemented
All Recommendations in 2014-111
Agency responses received are posted verbatim.