Complaint Processing

Each complaint is assessed and prioritized based on a situation that may result in substantial, minimal or no harm to one or more individuals. Based on this assessment, an investigation could begin in as little as 48 hours or when staff resources are available. For more information, view the HCQC Complaint Process Fact Sheet or the HCQC Complaints and Investigations fact sheet.

Investigation

HCQC staff use whatever methods will result in the most thorough and efficient investigation. This can include interviews, records reviews, in-person observations, phone calls and/or policy or procedure evaluations.

Outcomes

Investigators seek to establish whether there are violations of law or regulations. Each allegation is substantiated (resulting in a citation) or unsubstantiated (no citation). If a citation is issued, the facility must respond with a plan of correction, and depending on the severity of the citation there may be fines or other sanctions.