Report 2014-111 Recommendation 1 Responses

Report 2014-111: California Department of Public Health: It Has Not Effectively Managed Investigations of Complaints Related to Long-Term Health Care Facilities (Release Date: October 2014)

Recommendation #1 To: Public Health, Department of

To protect the health, safety, and well-being of residents in long-term health care facilities, Public Health should improve its oversight of complaint processing. Specifically, by January 1, 2015, Public Health should establish and implement a formal process for monitoring the status and progress in resolving open facility-related complaints and ERIs at all district offices. This process should include periodically reviewing a report of open complaints and ERIs to ensure that all complaints and ERIs are addressed promptly.

Agency Response*

In July 2015, CDPH provided to all district offices an Open Complaints Data (OCD) Query Tool.

The OCD Query Tool has:

- current data - refreshed weekly

- a summary table showing Open Complaints by District Office and SFY Received

- a summary table highlighting data clean-up issues

- an exportable detail file for taking action on the open complaints and clean-up issues

OCD resources include:

- User Instructions

- Data Dictionary

- Feedback Survey

  • Response Type†: 1-Year
  • Completion Date: July 2015
  • Response Date: November 2015

California State Auditor's Assessment of Status: Fully Implemented

Public Health provided documentation showing periodic review of district offices' status and progress in resolving open facility-related complaints and ERIs.


Agency Response*

On May 8, 2015, CDPH posted district office -specific data to the stakeholder website page. CDPH

Branch Chiefs use this district office-specific data with the district office managers to manage

performance.

http://www.cdph.ca.gov/programs/Pages/CHCQPerformanceMetrics.aspx

  • Response Type†: 6-Month
  • Completion Date: May 2015
  • Response Date: July 2015

California State Auditor's Assessment of Status: Pending

Although Public Health provided a link to its website where it posts district office-specific data, it did not provide documentation to demonstrate that it established and implemented a formal process for monitoring the status and progress to ensure that all complaints and ERIs are addressed promptly.

  • Auditee did not substantiate its claim of full implementation
  • Auditee did not address all aspects of the recommendation

Agency Response*

On November 7, 2014, CDPH posted on our website performance metrics on the volume, timeliness, and disposition of long-term care health facility complaints and ERI investigations for the first quarter of fiscal year 2014-2015.

By January 31, 2015, CDPH will provide district-specific data to the district offices to use as a management tool. CDPH will work with the district offices to monitor these performance metrics.

  • Response Type†: 60-Day
  • Estimated Completion Date: 1/31/2015
  • Response Date: December 2014

California State Auditor's Assessment of Status: Partially Implemented


All Recommendations in 2014-111

†Response Type refers to the interval in which the auditee is providing the State Auditor with their status in implementing recommendations made in an audit report. Auditees must submit a response regarding their progress in implementing recommendations from our reports at three intervals from the release of the report: 60 days, six months, and one year or subsequent to one year.

*Agency responses received after June 2013 are posted verbatim.


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