Research quality of care measures in other states along with data maintained in the profiling database. Track key communications and include an audit trail to the complaint hotline phone log. Establish controls to make sure complaint notes cannot be deleted or changed by staff once entered into the system. Establish time frames for completing occurrence investigations and for referring abuse occurrences to the Medicaid Fraud Control Unit. Follow up on abuse occurrences that must be reported to local law enforcement.
Monitor occurrences through a single, integrated tracking system.