Complaint Investigations

Try as you may, there will ALWAYS be residents, resident family members, or even staff members that you cannot make happy no matter what you do. Oftentimes these disgruntled individuals will call in a complaint to the Louisiana Department of Health and Hospitals to which would prompt a complaint investigation. Check out the regulation below as to how those investigations are handled by DHH:

  • 6821. Complaint Investigations
  1. The department shall conduct complaint investigations in accordance with R.S. 40:2009.13 et seq.
  2. Complaint investigations shall be unannounced.
  3. Upon request by the department, an acceptable plan of correction must be submitted to the department for any complaint investigation where deficiencies have been cited.
  4. A follow-up survey may be conducted for any complaint investigation where deficiencies have been cited to ensure correction of the deficient practices.
  5. The department may issue appropriate sanctions, including but not limited to, civil fines, directed plans of correction, provisional licensure, denial of license renewal, and license revocation for non-compliance with any state law or regulation.
  6. The department’s surveyors and staff shall be given access to all areas of the ARCP and all relevant files during any complaint investigation. The department’s surveyors and staff shall be allowed to interview any provider staff or resident as necessary or required to conduct the investigation.

Pro Tip:

  1. While these inspections can be nerve-wracking, try to be as calm and courteous to the investigator as possible. If they sense you have something to hide they will continue to dig until they find something to substantiate the complaint.
  2. Provide all the requested information to them as quickly as possible
  3. If you deem to be at fault, it is a good thought to show apologies and be willing to receive education of how you can better your practices.

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