Complaints-acknowledged-within-10-business-days

INDICATOR NAME

Name

Percentage of complaints acknowledged to the individual who made a complaint within 10 business days (Retired)

Alternate Name

Percentage of complaints acknowledged to the individual who made a complaint within 10 business days

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.

HQO Reporting tool/product

Quality Improvement Plans (QIPs)

Dimension

Patient-centred

Type

Outcome

DEFINITION AND SOURCE INFORMATION

Unit of Measurement

Percentage

Calculation Methods

Numerator / denominator x 100%

Percent Acknowledged within 10 business days= Number of complaints acknowledged within 10 business days divided by the total number of complaints received in the reporting period.

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 (short description i.e. not inclusions/exclusions)

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

Denominator (short description i.e. not inclusions/exclusions)

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

Adjustment (risk, age/sex standardization)- generalized

None

Data Source

Local data collection

Data provided to HQO by

Local data collection

OTHER RELEVANT INFORMATION

Comments Summary

** This indicator is retired for QIP 2020/21** This is a priority indicator for QIP 2019/20. Current performance reporting period: most recent 12-month period.