Grievances and Complaints: From Regulation to Resolution

This session explores how nursing homes can effectively manage complaints and grievances while staying compliant with federal regulations. Attendees will learn the differences between informal complaints and formal grievances, understand key CMS F-tags, and walk through best practices for intake, documentation, investigation, and resolution. Real-world citations, practical tools, and communication strategies will be shared to help facilities protect resident rights, avoid survey deficiencies, and build a culture of transparency and trust.

Learning Objectives