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INDICATOR NAME
Name
Percentage of complaints acknowledged to the individual who made a complaint within 6 to 10 business days (Retired)
Alternate Name
Percentage of complaints acknowledged within 6 to 10 business days (QIP)
 
INDICATOR DESCRIPTION
Description
This indicator measures the percentage of complaints received by a long-term care home, that were acknowledged to the individual who made a complaint.  This indicator is calculated based on the number of complaints received within the reporting period.
Indicator Status
Retired
HQO Reporting tool/product
Quality Improvement Plans (QIPs)
Dimension
Patient-centred
Type
Outcome
 
DEFINITION AND SOURCE INFORMATION
Unit of Measurement
Percentage
Calculation Methods

The percentage is calculated as: numerator divided by denominator times 100

To ensure a standardized approach to measurement, long-term care homes will now be asked to provide their numerator and denominator in the QIP workplan; QIP Navigator will calculate the rate.

Numerator including inclusion/exclusion

Number of complaints that received a formal acknowledgement within six to 10 business days

Denominator including inclusion/exclusion

All complaints received by the long-term care home within the reporting period

 

Inclusions:

  • 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.

 

Exclusions: 

  • 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 resident's room)
  • The complaint needed no additional intervention 
Data Source
Local data collection
Data provided to HQO by
Local data collection
 
OTHER RELEVANT INFORMATION
Comments Detailed
This is an additional QIP indicator for 2018/19. Current performance reporting period: Most recent 12 month period. By regulation, long-term care homes are required to have complaints acknowledged and actioned within 10 business days. Complaints received by the home need to be formally acknowledged to the individual who made the complaint. The acknowledgement is to confirm to that the issue has been received by the complaints representative/ office and the investigative process has been initiated. As this indicator measures resident-centredness and responsiveness in the complaints process. Any long-term care home that currently acknowledges all of their complaints within six to 10 business days may wish to consider other custom indicators as set out below: Percent Acknowledged within three to five business days = Number of complaints acknowledged within three to five business days divided by the total number of complaints received in the reporting period. This indicator was retired in the 2019/20 QIP.
 
TAGS
Sector
Long Term Care
Type
Outcome
Topic
Patient Relations
Dimension
Patient-centred
Source
Local data collection
 
PUBLISH
Publish Datetime
05/03/2019 17:45:00