id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
ihlr-16520	Hoffman, Diane E.; Rowthorn, Virginia	Achieving Quality and Responding to Consumers The Medicare Beneficiary Complaint Process: Who Should Respond?	2008	44	.pdf	application/pdf	18829	1071	54	One state survey agency director with whom we spoke commented that there are potential dangers to having parallel state complaint processes that do not communicate with each other, the most important being the possibility of a dangerous situation existing without the state survey agency being aware of it. In 2004, CMS implemented the Aspen Complaints Incident Tracking System (ACTS) to standardize reported com­ plaints, allowing analysis across state survey agencies and the ability to evaluate state complaint investigations.130 In March 2006,131 CMS formalized its state guidance for complaint investigation processes, incorporating its recommenda­ tions (Management of Complaints and Incidents) into the State Operations Ma­ nual (SOM).132 The procedures are to be.	cache/ihlr-16520.pdf	txt/ihlr-16520.txt