June 27, 2014
ALTSA: NH #2014-005
COMPLAINT RESOLUTION HOTLINE (CRU) TAKING LIVE PUBLIC CALLS
Dear Nursing Home/Facility Administrators and Interested Parties:
This letter contains important information regarding the Complaint Resolution Unit (CRU) Hotline. As of April 25th, 2014 the CRU started taking live calls from the public (resident/client representatives, residents/clients, non-facility mandated reporters). When public callers initiate contact through the hotline Monday through Friday from 8:30 am to 4:30 pm (excluding holidays), they will receive an option to speak to a CRU representative or they can opt to leave a message in accordance with the previous process. This change will:
- Allow RCS to provide courteous and professional complaint resolution service.
- Enhance RCS' ability to provide a more timely response to complaints.
- Allow CRU staff to provide a better customer service experience, obtain more accurate and relevant information in a single call, and respond in a more personable manner.
Providers and/or provider staff should not use the live call feature to make facility/agency reports.
Thank you for your continued efforts to provide quality care and services to the vulnerable adults we serve.
Sincerely,
Carl I. Walters II, Director
Residential Care Services