Office of Health Facility Complaints Quality Improvement Project
A note on our work
Minnesotans expect safe, quality care for older and vulnerable adults living in private nursing homes and other assisted living environments. In recent years, the Minnesota Department of Health (MDH) has not met the reasonable expectations of the public to investigate maltreatment reports in these facilities operated by private providers in a timely way. Addressing the investigation backlogs and holding private providers accountable for the care of Minnesota’s most vulnerable is a top priority for MDH.
To that end, we’re bringing together resources from across state government–including from the Minnesota Department of Human Services Office of the Inspector General–to improve the efficiency and effectiveness of the MDH Office of Health Facility Complaints. Our top goals include:
- Improving communication with families.
- Replacing an antiquated paper-based records system.
- Reducing the time it takes to process complaints.
- Eliminating the backlog of cases.
As a part of this work, in late December 2017 MDH temporarily paused the routine process of posting reports of completed complaint investigations. This posting process resumed January 9, 2018, at which time the reports that had been scheduled for December release were posted.
The state is taking a number of other steps to improve our ability to address maltreatment complaints more efficiently. For instance, Governor Dayton and AARP are convening an independent Work Group on the Health and Safety of Minnesota Seniors. In spring 2018, this group will present recommendations for protecting residents and families, connecting them to resources and improving communication about abuse allegations.
Our work will help ensure that Minnesota families and vulnerable adults get the prompt and effective service they expect and deserve. As our quality improvement project moves forward, we will provide updates to stakeholders on this site and through other communications.
To inquire about the status of a current investigation, please contact family liaison Lindsey Krueger at Lindsey.Krueger@state.mn.us, or by phone at 651-201-4135.
You may also wish to contact the Office of Ombudsman for Long-Term Care, which is a program of the Minnesota Board on Aging. Complete contact information for state and regional offices is available at: Office of Ombudsman for Long-Term Care - Contact Us. You can call the office toll-free at 1-800-657-3591 (TDD/TTY, please call 711). To contact the office by mail, send correspondence to:
Office of Ombudsman for Long-Term Care
P.O. Box 64971
St. Paul, MN 55164-0971