[3882] Conducting Thorough and Complete Complaint Investigations
Discusses the specific tools and methods for internal investigations of complaints.
Presentation Info:
- TAHC&H Event | 55th Annual Conference | Rich-Media Presentation Capture | Online On-Demand Access
- Presentation Date | September 11, 2024
Program Description: Complaints happen. The way an agency investigates complaints and grievances can mitigate licensing violations and
boost morale among agency staff while enhancing the agency’s reputation in the community and among referral sources.
The presentation will discuss the specific tools and methods for internal investigations including timeframes, preliminary documentation,
communication with the employee or contractor at all stages of the investigation, documenting interviews, client outcomes, findings, and
actions taken. The speaker will also discuss the requirements for review of the investigation program in quality assessment and performance
improvement as part of the total compliance program.
HCSSA Topic(s) Addressed:
- §558.260[a][3]basic principles of management in a licensed health-related setting
- §558.260[a][5]quality improvement
- §558.260[a][6]risk assessment and management
Education-Training Credits:
- TX HCSSA Administrator/Alternate Continuing Education
- Continuing Education for Nurses
- 1.0 Contact Hr(s)
- This program awards CNE until 9.11.2026
Texas HCSSA CE Approval Statement
This program meets continuing education requirements for Administrators and Alternates under Texas HCSSA licensing regulations.
Nurse CE Approval Statement
Texas Association for Home Care & Hospice is an approved provider of continuing nursing education by Louisiana State Nurses
Association, an accredited approver by the American Nurses Credentialing Center’s Commission on Accreditation. LSNA Provider No. 4002151
Requirements for Successful Completion
To receive continuing education credits for this online presentation participant must view the entire online presentation, complete an evaluation, and post-test attestation.
Reporting of Perceived Bias
Bias, as defined by the American Nurses Credentialing Center’s Commission on Accreditation (ANCC COA/LSNA) is the “tendency or inclination to cause partiality, favoritism, or influence.”
Commercial bias may occur when a CNE activity promotes one or more product(s) (drugs, devices, services, software, hardware, etc.). This definition is not all inclusive and participants may use
their own interpretation in deciding if a presentation is biased. The ANCC COA is interested in the opinions and perceptions of participants at approved CNE activities, especially in the presence
of actual or perceived bias in continuing education. Therefore, ANCC invites participants to access their “ANCC Accreditation Feedback Line” to report any noted bias or conflict of interest in the
education activity. The toll free number is 1(866) 262-9730.
TAHC&H Faculty/Presenter(s): Rosalind J. Nelson-Gamblin, RJNG Health Care Consulting, LLC
About the Presenter(s): Rosalind J. Nelson-Gamblin has been a public speaker and facilitator for home care and hospice since 2000.
In August 2022, Rosalind retired from a 33-year career in state government ending at Texas Health and Human Services, where she was a senior policy specialist for regulation of long-term care including hospice, home health, and personal care, supportive palliative care, assisted living, and day activity and health services industries. As a health care consultant, Rosalind is passionate about assisting entity leaders to understand and overcome compliance challenges while advocating for quality of life and quality of care for clients, residents, and patients. She continues to analyze state and federal legislation for impact to providers and consumers, review state regulations, develop and deliver continuing education and training to providers, and provide guidance to industry leaders through state and federal survey preparation activities, such as mock surveys and leadership mentoring.
Rosalind is a subject matter expert for federal/nationwide standards and possesses a keen understanding of accreditation for home health and hospice care. Rosalind is well-versed in the regulations for the settings where home care is delivered, including nursing/skilled nursing, assisted living, intermediate care for individuals with developmental disabilities, and independent living settings. She serves on the Board of Directors for the Texas ~ New Mexico Hospice and Palliative Care Organization.
She is an avid gamer, loves comics and reading, and resides in Austin with her husband, son, and cats.
[3882] Conducting Thorough and Complete Complaint Investigations
