Numerator / denominator x 100%

Percent acknowledged within five business days = Number of complaints acknowledged within five business days divided by the total number of complaints received in the reporting period.

To ensure a standardized approach to measurement, hospitals will now be asked to provide their numerator and denominator in the QIP workplan; QIP Navigator will calculate the percentage.

All complaints received by the hospital within the reporting period

Inclusion Criteria:

• Complaints received within the reporting period, but acknowledged and closed in the first 60 days of the following reporting period
  • The day and time of complaint should be recorded
• Complaints received on and between the first and last day of the reporting period, including non-business days and after hours
• Repeated complaints on the same issue from the same individual or by a different individual on behalf of the same patient/resident are counted as a single complaint
• One complaint may include numerous issues, but should be counted as a single complaint
• Complaints included must be documented through the established complaints process
• Oral complaints made in person or by phone call
• Written complaints made by letter, email, fax, text, etc.

Exclusion Criteria:

• The complaint is not documented through the established complaints process.

For example:

• Complaints that were acknowledged and resolved immediately after the complaint was received (e.g. changing the temperature in a patient or resident's room)
• The complaint needed no additional intervention