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Community Living Centers: VA Needs to Strengthen Its Approach for Addressing Resident Complaints.

Washington, DC: United States Government Accountability Office; November 30, 2021. Publication GAO-22-105142.

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January 19, 2022

Washington, DC: United States Government Accountability Office; November 30, 2021. Publication GAO-22-105142.

Patient complaints have the potential to be used for care improvement as they surface problems in health facilities. This report examined complaint response processes in Veterans Affairs nursing homes and found them lacking. Five recommendations submitted to drive improvement underscore the value of adherence to policy and the transfer of complaint experiences to leadership.

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Washington, DC: United States Government Accountability Office; November 30, 2021. Publication GAO-22-105142.