Complaint Investigation and Resolution | Managing Complaints

[3571] Complaint Investigation and Resolution | Managing Complaints
Improve the effectiveness and consistency of managing complaints.

Presentation Info:

• TAHC&H Event | HCSSA Administrator Conference | Recorded for On-Demand Access
• Presentation Date | November 16, 2021

Program Description: Learn to improve the effectiveness and consistency of managing complaints and how to use quality assessment/performance improvement (QAPI) to manage and reduce such complaints. Develop person-centered approaches and explain how perception can be an ally or foe in reducing client complaints.

HCSSA Topic(s) Addressed:

• §558.259[d][4]agency responsibilities
• §558.259[d][5]complaint investigation and resolution
• §558.260[a][3]basic principles of management in a licensed health-related setting

Education-Training Credits:

• TX HCSSA Administrator/Alternate Continuing Education
• 1.0 Clock Hr(s)

TAHC&H Faculty/Presenter(s): Kay Hollers, RN, MPH | Independent Consultant| HealthCare ConsultLink

About the Presenter(s):
Kay Hollers is well known to TAHCH audiences as she has been an active member or associate member since her return to Texas in 1985. Kay holds a Bachelor of Science degree from the University of Texas with a major in Nursing and a Master’s Degree in Public Health from the University of Texas School of Public Health. She also earned a post-master’s Specialist Certification in Health Care Evaluation from Wayne State University College of Nursing in Detroit. Kay taught Public Health Nursing at Michigan State University and has practiced in and consulted with home health and hospice agencies large and small, public and private. She currently is a consultant with HealthCare Consultlink. Kay likes to share her experiences and knowledge with audiences and has been a frequent presenter for TAHCH conferences and seminars.

[3571] Complaint Investigation and Resolution | Managing Complaints