[3985] Complaint Investigation and Resolution
Covers client rights, including the right to confidentiality and Agency Responsibilities for complaints and for advance directives.
Presentation Info:
- TAHC&H Event | Administrator Conference | Rich-Media Presentation Capture | Online On-Demand Access
- Presentation Date: November 18, 2025
Program Description:
This presentation covers client rights, including the right to confidentiality and Agency Responsibilities for complaints and for advance directives.
You will 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][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
- Continuing Education for Nurses
- 1.5 Contact Hr(s)
- This program awards CNE until 11.18.2027
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, the 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
Rosalind 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.
[3985] Complaint Investigation and Resolution
