Update from NYSDOH for Nursing Homes and Assisted Living Facilities on Health Commerce System and Facility Grievance Policy

NYSHFA-NYSCAL participated on a call this morning with the NYSDOH Center for Resident Surveillance.  DOH shared the goal of today’s call was to share information that crosses the LTC continuum.  DOH shared two critical points: placement of accurate contacts in the Health Commerce System (HCS) and the new review DOH will be conducting for facility complaints and grievances.

DOH requested all facilities make a special effort to regularly update the role assignments in the Health Commerce System.  DOH uses the HCS for gathering data for reports and as a communication vehicle during an emergency.  DOH stressed to ensure the number(s) used for recording the emergency contact(s) is accessible after hours and on weekends and to be sure the leadership contact is changed with temporary changes (i.e. vacations, vacancies).

DOH is currently conducting a comprehensive review of the complaints received at DOH.  DOH reported that after completing a complaint data analysis they will conduct trending of the complaints.  To date, DOH has identified that 43 nursing homes have 30% of the overall complaints called into DOH.  The new process for communications to providers identified with high numbers of complaints is still in the planning stages.

DOH stressed the importance of each facility reviewing their own Grievance Policy including reviewing the complaints brought forward from the facility’s Resident Council.  The goal is to reduce grievances and complaints called into DOH through active collaboration of all partners in order to improve resident outcome, resident satisfaction, and timely resolution of problems. DOH will provide an update on the new complaint review process at the next meeting including the data for assisted living facilities.

NYSHFA | NYSCAL CONTACTS:

Jackie Pappalardi, RN, BSN
Senior Director of Grant Management & Member Services
518-462-4800 x16