Graduation Year

2022

Document Type

Dissertation

Degree

Ph.D.

Degree Name

Doctor of Philosophy (Ph.D.)

Degree Granting Department

School of Aging Studies

Major Professor

Victor Molinari, Ph.D., ABPP (Clin)

Committee Member

Ross Andel, Ph.D.

Committee Member

Gizem Hueluer, Ph.D.

Committee Member

Lindsay Peterson, Ph.D.

Committee Member

John R. Bowblis, Ph.D.

Keywords

Complaint investigation process, Deficiency citation, Quality of care, Quality of life

Abstract

Complaints provide valuable information to consumers about nursing homes (NHs). Complaints that are substantiated often lead to an investigation and potentially a deficiency citation. In recent years, Nursing Home Quality data show mixed results. According to some Federal reports, one of the four data sets that measure residents’ quality of care in NHs, consumer complaints, suggest that residents’ concerns over quality have increased. In contrast, the other three datasets, i.e., deficiencies through annual recertification surveys, staffing levels, and clinical quality measures, reveal potential improvement in NH quality of services. The purpose of this dissertation is to carry out analyses of the current NH complaint data to assess how the complaint investigation process helps provide important information to the public on the quality of services provided by NHs and to rectify the gaps in order to improve NH care. Study one aims to build upon the previous work of Stevenson (2006) and Hansen et al. (2017) by updating analyses of complaint data to assess the prevalence of complaints during 2013-2017. Study two analyzes specific sets of complaints, i.e., tracking all substantiated single allegation complaints to their conclusion, to identify the gaps in the current complaint investigation process. Study three seeks to understand the association of NH characteristics (both facility and resident characteristics, including the proportion of residents with dementia) with the prevalence of NH complaints and their substantiation as the potential indicator of quality. Using new methodological approaches, this dissertation analyzes complaint data as a potential indicator of NH quality and is expected to provide vital information regarding whether the complaint process needs modification to improve NH quality. The findings of this dissertation could be used as a steppingstone for future policy implication purposes.

Download

Share

COinS