This indicator will be calculated as follows:

Numerator:

Sum of (Total number of x complaint category), Sum of (total number of y complaint category)...Sum of (total number of complaint category)

Denominator

Sum of ((N complaints (number of categories per N complaints))*100

Example:

Facility A receives 3 complaints:

Complaint X: 3 issues pertaining to communications, safety and care. 

Complaint Y: 5 issues pertaining to care, attitude, communication, access and environment

Complaint Z: 2 issues pertaining to communication and environment

The calculation would be:

Sum of (Complaint X, Y, Z for communications)= 3

Divided by

Sum of (Complaint X (3), Complaint Y (5), Complaint Z (2))=10

3/10= 0.3*100= 30% of complaints issues are related to communications

The total number of issues mapped to one or more of the following categories and subcategories (for all complaints received by the facility):

-Care/Treatment

-Safety

-Attitude

-Communication

-Confidentiality

-Privacy/ Patient or Resident's Rights

-Timing

-Access

-Facility Issues/ Environment

-Patients or Resident's Property

-Administration

Please note: detailed subcategories and examples for each category have been provided in Appendix A. Reporting should include both the category and sub-category level. 

Inclusions:

• Each separate issue within a single complaint should be mapped to a complaint category and subcategory.
• Issues should be counted from complaints that are received on and between the first and last 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 issue
• Complaints included must be documented through the established complaints process

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 (i.e. changing the temperature in a patient or resident's room)
• The complaint needed no additional intervention