Report 2006-106 Recommendation 7 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 #7 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 attempt to obtain mailing addresses from all complainants that do not wish to remain anonymous.
Annual Follow-Up Agency Response From January 2011
Since the bureaus audit findings were released, License & Certification (L&C) has conducted 5 separate monitoring studies to ensure that offices are following established complaint Policies & Procedures (P&P). The studies do not specifically review if mailing addresses for complainants are secured. However, in Sept. 2008, L&C conducted state wide trainings for all surveyors on the complaint P&P. This training included elements of the bureaus audit report and staff were instructed to attempt to secure mailing address for individuals who did not wish to remain anonymous. These studies do review attempts made by L&C to contact the complainant prior to starting the investigation. (2010-041, p. 50)
California State Auditor's Assessment of Annual Follow-Up Status: Fully Implemented
Agency responses received after June 2013 are posted verbatim.