Complaint Investigation
Definition: A focused survey conducted in response to a complaint filed against a nursing home by a resident, family member, staff member, or other individual alleging a violation of federal or state regulations.
In Practice
Complaint investigations are unannounced and focus specifically on the allegations received. The survey agency prioritizes complaints based on the severity of the alleged harm. If substantiated, deficiencies are cited just as in a standard survey. Surveyors may expand the scope if they observe other problems during the investigation.