Complaint Investigation and Resolution
Covers client rights, including the right to confidentiality and Agency Responsibilities.
- 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]client rights, including the right to confidentiality
- §558.259[d]agency responsibilities
- §558.259[d]complaint investigation and resolution
- §558.260[a]basic principles of management in a licensed health-related setting
- TX HCSSA Administrator/Alternate Continuing Education
- Continuing Education for Nurses
- 1.0 Contact Hr(s)
- This program awards CNE until 11.15.2024
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.
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): 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.
 Complaint Investigation and Resolution