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National Ombudsman Reporting System (NORS) - Complaints

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Total Complaints
Complaint Type
- Residents Rights
- Resident Care
- Quality of Life
- Administration
- Not Against Facility
- Other
Complaint SubType
- Residents Rights
  - A. Abuse, Gross Neglect, Exploitation
  - B. Access to Information
  - C. Admission, Transfer, Discharge, Eviction
  - D. Autonomy, Choice, Preference, Exercise of Rights, Privacy
  - E. Financial, Property (Except for Financial Exploitation)
- Resident Care
  - F. Care
  - G. Rehabilitation or Maintenance of Function
  - H. Restraints - Chemical and Physical
- Quality of Life
  - I. Activities and Social Services
  - J. Dietary
  - K. Environment
- Administration
  - L. Policies, Procedures, Attitudes, Resources
  - M. Staffing
- Not Against Facility
  - N. Certification/Licensing Agency
  - O. State Medicaid Agency
  - P. System/Others
- Other
  - Q. Complaints in Other Than Nursing or Board and Care/Similar Settings
Individual Complaints
- Residents Rights
  - A. Abuse, Gross Neglect, Exploitation
    - A. 1 Abuse, physical (including corporal punishment)
    - A. 2 Abuse, sexual
    - A. 3 Abuse, verbal/psychological (including punishment, seclusion)
    - A. 4 Financial exploitation
    - A. 5 Gross neglect
    - A. 6 Resident-to-resident physical or sexual abuse
  - B. Access to Information
    - B. 8 Access to own records
    - B. 9 Access by or to ombudsman/visitors
    - B. 10 Access to facility survey/staffing reports/license
    - B. 11 Information regarding advance directive
    - B. 12 Information regarding medical condition, treatment and any changes
    - B. 13 Information regarding rights, benefits, services, resident's right to complain
    - B. 14 Information communicated in understandable language
  - C. Admission, Transfer, Discharge, Eviction
    - C. 16 Admission contract and/or procedure
    - C. 17 Appeal process - absent, not followed
    - C. 18 Bed hold - written notice, refusal to readmit
    - C. 19 Discharge/eviction - planning, notice, procedure, implementation, incl abandonment
    - C. 20 Discrimination in admission due to condition, disability
    - C. 21 Discrimination in admission due to Medicaid status
    - C. 22 Room assignment/room change/intrafacility transfer
  - D. Autonomy, Choice, Preference, Exercise of Rights, Privacy
    - D. 24 Choose personal physician, pharmacy/hospice/other health care provider
    - D. 25 Confinement in facility against will (illegally)
    - D. 26 Dignity, respect - staff attitudes
    - D. 27 Exercise preference/choice and/or civil/religious rights, individual's right to smoke
    - D. 28 Exercise right to refuse care/treatment
    - D. 29 Language barrier in daily routine
    - D. 30 Participate in care planning by resident and/or designated surrogate
    - D. 31 Privacy - telephone, visitors, couples, mail
    - D. 32 Privacy in treatment, confidentiality
    - D. 33 Response to complaints
    - D. 34 Reprisal, retaliation
  - E. Financial, Property (Except for Financial Exploitation)
    - E. 36 Billing/charges-notice, approval, questionable, accounting wrong or denied
    - E. 37 Personal funds - mismanaged, access/information denied, deposits not returned
    - E. 38 Personal property lost, stolen, used by others, destroyed, withheld from resident
- Resident Care
  - F. Care
    - F. 40 Accidental injury of unknown origin, falls, improper handling
    - F. 41 Call lights, failure to respond to requests for assistance
    - F. 42 Care plan/resident assessment-inadequate, failure to follow plan/physician orders
    - F. 43 Contracture
    - F. 44 Medications - administration, organization
    - F. 45 Personal hygiene (includes nail care & oral hygiene) and adequacy of dressing & grooming
    - F. 46 Physician services, including podiatrist
    - F. 47 Pressure sores
    - F. 48 Symptoms unattended, including pain, no notice to others of changes in condition
    - F. 49 Toileting, incontinent care
    - F. 50 Tubes - neglect of catheter, gastric, NG tube
    - F. 51 Wandering, failure to accommodate/monitor exit seeking behavior
  - G. Rehabilitation or Maintenance of Function
    - G. 53 Assistive devices or equipment
    - G. 54 Bowel and bladder training
    - G. 55 Dental services
    - G. 56 Mental health, psychosocial services
    - G. 57 Range of motion/ambulation
    - G. 58 Therapies - physical, occupational, speech
    - G. 59 Vision and hearing
  - H. Restraints - Chemical and Physical
    - H. 61 Physical restraint - assessment, use, monitoring
    - H. 62 Psychoactive drugs - assessment, use, evaluation
- Quality of Life
  - I. Activities and Social Services
    - I. 64 Activities - choice and appropriateness
    - I. 65 Community interaction, transportation
    - I. 66 Resident conflict, including roommates
    - I. 67 Social services - availability/appropriateness
  - J. Dietary
    - J. 69 Assistance in eating or assistive devices
    - J. 70 Fluid availability/hydration
    - J. 71 Food service - quantity, quality, variation, choice, condiments, utensils, menu
    - J. 72 Snacks, time span between meals, late/missed meals
    - J. 73 Temperature
    - J. 74 Therapeutic diet
    - J. 75 Weight loss due to inadequate nutrition
  - K. Environment
    - K. 77 Air/environment: temperature and quality (heating, cooling, ventiliation, water, noise)
    - K. 78 Cleanliness, pests, general housekeeping
    - K. 79 Equipment/building-disrepair, hazard, poor lighting, fire safety, not secure
    - K. 80 Furnishings, storage for residents
    - K. 81 Infection control
    - K. 82 Laundry - lost, condition
    - K. 83 Odors
    - K. 84 Space for activities, dining
    - K. 85 Supplies and linens
    - K. 86 Americans with Disabilities Act (ADA) accessiblity
- Administration
  - L. Policies, Procedures, Attitudes, Resources
    - L. 87 Abuse investigation/reporting, including failure to report
    - L. 88 Administrator(s) unresponsive, unavailable
    - L. 89 Grievance procedure
    - L. 90 Inappropriate or illegal policies, practices, record-keeping
    - L. 91 Insufficient funds to operate
    - L. 92 Operator inadequately trained
    - L. 93 Offering inappropriate level of care (for B&C/similar)
    - L. 94 Resident or family council/committee interfered with, not supported
  - M. Staffing
    - M. 96 Communication, language barrier
    - M. 97 Shortage of staff
    - M. 98 Staff training, lack of screening
    - M. 99 Staff turn-over, over-use of nursing pools
    - M. 100 Staff unresponsive, unavailable
    - M. 101 Supervision
    - M. 102 Eating Assistants
- Not Against Facility
  - N. Certification/Licensing Agency
    - N. 103 Access to information (including survey)
    - N. 104 Complaint, response to
    - N. 105 Decertification/closure
    - N. 106 Sanction, including Intermediate
    - N. 107 Survey process
    - N. 108 Survey process - Ombudsman participation
    - N. 109 Transfer or eviction hearing
  - O. State Medicaid Agency
    - O. 111 Access to information, application
    - O. 112 Denial of eligibility
    - O. 113 Non-covered services
    - O. 114 Personal Needs Allowance
    - O. 115 Services
  - P. System/Others
    - P. 117 Abuse/abandonment by family member/friend/guardian out of facility, any other person
    - P. 118 Bed shortage - placement; lack of alternative settings
    - P. 119 Facilities operating without a license
    - P. 120 Family conflict; interference
    - P. 121 Financial exploitation by family or other not affiliated with facility
    - P. 122 Legal - guardianship, conservatorship, power of attorney, wills
    - P. 123 Medicare
    - P. 124 Mental health, developmental disabilites, including PASRR/PASARR
    - P. 125 Problem with resident's physician/assistant
    - P. 126 Protective Service Agency
    - P. 127 SSA, SSI, VA, Other Benefits/Agencies
    - P. 128 Request for less restrictive placement
- Other
  - Q. Complaints in Other Than Nursing or Board and Care/Similar Settings
    - Q. 129 Home care
    - Q. 130 Hospital or hospice
    - Q. 131 Public or other congregate housing not providing personal care
    - Q. 132 Shelters

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