They also inspect the building and mechanical systems of the facility to make sure they are functioning properly and reliably and are in compliance with the Life Safety Code. Follow-up visits to facilities may be required if the previous visit has uncovered sufficiently serious problems that require surveyors revisit the facility to determine that the corrections made by the facility are sufficient to ensure residents are receiving care in an appropriate environment. Investigation of complaints in long term care facilities is also a vital part of the regulatory process. DHS maintains a toll-free hotline for residents, their families and friends, facility staff, or other interested parties to lodge a complaint about the care, treatment and environment of a resident. Facility administrators are required to report any incident where they suspect abuse or neglect has occurred.
Complaints can be anonymous but the complainant's identity is always kept confidential.
Each complaint or incident report is assigned a priority code based on the seriousness. When the survey or investigation is completed, the team writes a report detailing any failure of the facility to comply with regulations. Once the report is complied, an Enforcement Team reviews the findings and any recommendations made by the survey team to determine if any enforcement action is necessary in order to coerce the facility to make the changes necessary to bring them into compliance with the regulations and ensure that appropriate and safe care is provided to the residents.