Michigan Nursing Home Administrator (NHA) Practice Exam

Each facility's policy must include procedures for what aspects of complaints?

1. Filing, archiving, and reporting

2. Investigation, reporting, and resolution

3. Initiation, investigation, and resolution

4. Initiation, delegation, and adjudication

The correct answer is: Initiation, investigation, and resolution

The focus of a facility's policy on complaints should encompass the initiation, investigation, and resolution of those complaints. Initiation is critical because it sets the stage for ensuring that residents or family members feel empowered to voice concerns and that the facility has a clear process in place for receiving those complaints. This step is essential in promoting transparency and trust within the facility. The investigation process follows initiation and is crucial for understanding the specifics of the complaint. It involves gathering information, interviewing relevant parties, and examining the circumstances surrounding the issue. This thorough approach helps ensure that no complaint is brushed aside and that all concerns are taken seriously. Resolution is the final necessary aspect, involving the actions taken after the investigation is complete. This can include implementing solutions, providing feedback to the complainant, and making any necessary policy or procedural changes to prevent similar issues in the future. By including a strong focus on these three areas, the policy ensures a comprehensive approach to complaints, fostering an environment of accountability and continuous improvement. Focusing solely on the other aspects mentioned, such as filing, archiving, delegation, and adjudication, while important in their own right, do not fully cover the necessary steps in addressing and resolving complaints effectively within a nursing home setting.