AGING AND DISABILITY SERVICES ADMINISTRATION
September 30, 2003
ADSA: BH #2003-022
COMPLAINT HOTLINE IMPROVEMENTS
Dear Boarding Home Provider:
This letter is to inform you of improvements that are being made to the Residential
Care Services (RCS) Complaint Hotline system. Many of these changes are the
result of your feedback. The changes will streamline the reporting process
and use of the automated phone system for callers, and may reduce the number
of return calls the Complaint Intake Unit needs to make in follow-up to reports
that do not provide sufficient information.
The following hotline enhancements will be implemented by Wednesday, October 29, 2003:
- Mandated reporters and employees will be instructed to leave their report using the “Press 1 now” option.
- Only callers making an “Official Facility Report” will use the “Press 2 now” option.
- There will be 3 additional options when selecting the type of incident to report. The new options include: 1) Medication Error; 2) Resident Fall; and 3) Follow-up Call.
- All of the incident options will have scripted questions.
- Scripting will be improved to prompt the caller to leave more complete information.
- Callers are given an option to return to the main menu at anytime.
- Callers making official facility reports are given a “bypass messaging” option and can go directly to the type of incident to begin their report.
- Callers will be asked to provide the middle initial and date of birth for employees named in the report.
Attached is a list of information you should be prepared to provide when calling
the hotline.
This list is also online at www.aasa.dshs.wa.gov/professional/hotline2003.htm.
Do not delay calling in a report because you do not have all of the information.
Reporting timeline requirements have not changed. Missing information can be
called in at a later time using the new abbreviated “Follow-up Call” option.
Thank you for helping us identify ways to improve our services. If you have questions about the information in this letter, please contact your RCS Field Manager.
Sincerely,
Patricia K. Lashway, Director
Residential Care Services
