[3712] Complaint Investigation and Resolution
Covers client rights, including the right to confidentiality and Agency Responsibilities.
Presentation Info:
- TAHC&H Event | HCSSA Administrator Conference | Recorded for On-Demand Access
- Presentation Date | November 15, 2022
Program Description: This presentation covers client rights, including the right to confidentiality and Agency Responsibilities.
You will learn:
- How to improve the effectiveness and consistency of managing complaints
- How to use quality assessment/performance improvement (QAPI) to manage and reduce complaints
- How to develop person-centered approaches
- How to explain how perception can be an ally or foe in reducing client complaints
HCSSA Topic(s) Addressed:
- §558.259[d][3]client rights, including the right to confidentiality
- §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
Texas HCSSA CE Approval Statement
This program meets continuing education requirements for Administrators and Alternates under Texas HCSSA licensing regulations.
Texas Social Worker CE Approval Statement
Texas Association for Home Care & Hospice is an approved provider of social work education by the Texas State Board of Social Work Examiners, approved provider #1230.
TAHC&H Faculty/Presenter(s): Kay Hollers, BSN, RN, MPH, 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.
[3712] Complaint Investigation and Resolution
