The number of actions-taken mapped to an action category for closed complaints.

The action categories are: 

• Communication, Education or Training with Staff
• Education with Patient/Resident/Family
• Process or Service Review or Enhancement
• Change of Treatment or Location of Care
• Billing Adjustment/Remuneration
• Escalation to External Organization
• Investigation and communication with patient/resident or family 

Sum of total number of actions taken by a facility for closed complaints

Inclusions:

• Complaints received on and between the first and last fiscal day of the fiscal year 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 will be counted as a single complaint
• The action taken for each separate issue within a single complaint should be documented 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.
• For CCACs, complaints that come to or are recorded by service providers or their staff should be included if the complaint is not immediately resolvable  

Exclusions:

• The complaint is not documented through the established complaints process.
• For example: o Complaints that were acknowledged and resolved immediately after the complaint was received (e.g. changing the temperature in a patient or resident's room)