Complaints against Nursing Homes: Comparing Two Sources of Complaint Information and Predictors of Complaints

Autor/inn/en	Troyer, Jennifer L.; Sause, Wendy L.
Titel	Complaints against Nursing Homes: Comparing Two Sources of Complaint Information and Predictors of Complaints
Quelle	In: Gerontologist, 51 (2011) 4, S.516-529 (14 Seiten) PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0016-9013
DOI	10.1093/geront/gnr023
Schlagwörter	Nursing Homes; Certification; Ombudsmen; Comparative Analysis; Health Services; Federal Programs; Low Income Groups; Older Adults; Health Insurance; Medical Care Evaluation; North Carolina + Suchen Sie Ihr Suchwort? Sonderheim; Abschlusszeugnis; Zertifizierung; Ombudsmann; Health service; Gesundheitsdienst; Gesundheitswesen; Älterer Erwachsener; Krankenversicherung
Abstract	Purpose of the Study: Two consumer-derived measures of nursing home quality that have been underutilized by researchers are consumer complaints to the state certification agency between inspections and complaints to the Long-Term Care Ombudsman Program. This article describes these complaints, considers facility-level predictors of complaints, and examines how complaints to the 2 entities are related. Design and Methods: This article uses North Carolina complaint data from the state certification agency and Ombudsman from 2002 to 2006. First, we outline the similarities and differences in the 2 complaint sources by considering descriptive statistics and examining the structure of the 2 agencies. Second, we examine the relationship between complaints and facility characteristics that have been predictive of traditional quality measures. Finally, we examine the relationships between the 2 types of complaints. Results: We find that complaints to the 2 agencies exhibit distinct differences in substantiation rates, although the top complaint category for both agencies is quality of care. Having a higher proportion of Medicaid residents is generally not predictive of complaint volume, whereas having a higher proportion of Medicare residents is associated with higher complaint levels. Implications: We find a lack of association between complaints to the 2 agencies when examining specific matched categories of complaints in many cases, suggesting that the 2 entities are not duplicating efforts in these categories. (As Provided).
Anmerkungen	Oxford University Press. Great Clarendon Street, Oxford, OX2 6DP, UK. Tel: +44-1865-353907; Fax: +44-1865-353485; e-mail: jnls.cust.serv@oxfordjournals.org; Web site: http://gerontologist.oxfordjournals.org
Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10