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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.
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.
 
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