Percentage-complaints-acknowledged-within-6-10-days

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.

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

Number of complaints that received a formal acknowledgement within six to 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 is an additional QIP indicator for 2018/19. Current performance reporting period: Most recent 12 month period. This indicator was retired in the 2019/20 QIP.