Managing Hospice Complaints and Complaint Surveys

Managing Hospice Complaints and Complaint Surveys 

 Hospices routinely encounter complaints from various sources and of varying types. How a hospice handles complaints whether from internal or external sources is key to its organizational success in survey readiness, response, and service recovery. This course discusses how to respond to various complaints to assist hospices in their management and to set the hospice up for success in resolving them.



$20.00

Hours: 1.00 - 1.25
REL-HOS-WB-MHCCS

Certificates

Certificates provided by accrediting body (7 Match)

California Board of Registered Nursing

1.25 HOURS


Provider approved by the California Board of Registered Nursing, CEP# 13791

Nurses will receive 1.25 contact hours for participating in this course.

District of Columbia Board of Nursing

1.2 HOURS


DC-RN -- District of Columbia Board of Nursing Approved Continuing Education program (CE Provider #50-290).

Nurses will receive 1.20 contact hours for participating in this course.

Florida Board of Nursing

1.0 HOURS


Florida Board of Nursing CE Provider #: 50-290

Nurses will receive 1.00 contact hours for participating in this course.

American Nurses Credentialing Center

1.25 HOURS


Relias, LLC is accredited as a provider of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

Nurses will receive 1.25 contact hours for participating in this course.

Georgia Board of Nursing

1.25 HOURS


Georgia Board of Nursing CE Provider #: 50-290

Nurses will receive 1.25 contact hours for participating in this course.

South Carolina Board of Nursing

1.25 HOURS


This program was approved by the South Carolina Board of Nursing Approved Continuing Education Program (CE provider #50-290) CE Broker Course # 20-[Custom_Code]

West Virginia Board of Registered Nursing

1.25 HOURS


Course Details

Course Code: REL-HOS-WB-MHCCS
Hours: 1.25
Type: Online Course
Content Expiration Date: 3/31/2021
Learning Objectives:
Identify the nature of complaints.
Record and respond to complaints including when citations and/or legal action involved.
Create a culture of complaint transparency.
Evaluate systems and processes for successful complaint management.

Outline:

1. Introduction



1.1 Managing Hospice Complaints and Complaint Surveys



2. Presentation



2.1 Learning Objectives



2.2 Where Do Complaints Generally Come From and Reasons for Them



2.3 Receiving Complaints



2.4 Recording Complaints



2.5 Responding to Complaints



2.6 When Citations Are Involved



2.7 Legal Action?



2.8 Complaint Transparency



2.9 Systems and Processes



2.10 Implications For Ignoring Complaints



2.11 Proactive



2.12 Reactive



2.13 Which Will Your Hospice Choose?



2.14 Conclusion



3. Conclusion



3.1 Congratulations!


Instructor: Lynn Stange, RN, BSN, MA, CHC

Lynn Stange first joined the Weatherbee team as an Associate Consultant in 2006, and was promoted to Director of Consulting in 2007. Lynn re-joined Weatherbee in 2017 as the Chief Compliance & Consulting Integrity Officer and in February 2018, Lynn was promoted to President. In July 2018 Lynn, along with Carrie Cooley, Principal/CEO, purchased Weatherbee Resources, Inc. and Lynn assumed the title of Principal/President of Weatherbee Resources.

In her new role, Lynn is responsible for strategic growth initiatives in the areas of compliance, quality, and education. Lynn works with consulting clients in the areas of Quality Assurance Performance Improvement (QAPI), mock surveys and compliance audits, Joint Commission accreditation, State Licensure preparation, plans of correction, pursuit of the Malcolm Baldrige National Quality Award, hospice acquisitions/sales, and program development. Lynn will also oversee all aspects of Weatherbee's Hospice Compliance Network (HCN) and Weatherbee's product line. Lynn's breadth of experience with a variety of regulations and standards allows her to connect with clients quickly to aid them in identifying their most critical needs thereby assuring excellent outcomes. 

Lynn is a nationally recognized speaker in both the hospice and compliance arenas, having spoken at both the National Hospice and Palliative Care Organization (NHPCO) annual Management and Leadership Conference and at the annual Health Care Compliance Association (HCCA) national conference. Lynn is a member of the NHPCO Regulatory Committee since 2014. As a member of Weatherbee's Speaker's Bureau, Lynn teaches on a variety of regulatory, compliance, and leadership-related topics and is a permanent faculty member of Weatherbee's renowned Hospice Regulatory Boot Camp.

Lynn has been a registered nurse for 30 years with a Bachelor's degree in nursing from Carroll College in Helena, Montana and a Master's degree in Organizational Management from the University of Phoenix, Las Vegas. Lynn has been a State surveyor in both Montana and Nevada, and earned her Certification in Healthcare Compliance (CHC) in 2014.

Disclosure: Lynn Stange, RN, BSN, MA, CHC has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Target Audience:
The target audience for this course is: Nurses; in the following settings: Hospice, Palliative Care.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form (https://www.relias.com/help) or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
Accommodations
If you require special accommodations to complete this module, please contact Relias Customer Support here.