HBGBHSL0032 - PCHA Continuing Education - Effective Complaint Procedure Management
Course Description
Attendance at this training will enable participants to competently manage the complaint life cycle within their PCH/ALR facility. Participants will analyze why complaint handling is essential to quality care and customer service, internalize the rights of the residents and families, and distinguish complaint types from minimal to reportable. This training covers the complete complaint process from receiving, documenting, investigating, resolving and following up—while emphasizing proper reporting requirements, documentation practices, and the importance of fair, objective investigations. Participants will also learn their roles and responsibilities, including active listening, de-escalation, and non-retaliation principles. Ultimately, participants will gain the skills to evaluate complaints as opportunities for quality improvement and resident-centered care.
This hybrid training consists of a 3-hour self-paced prerequisite and a 3-hour virtual live training. 6-credit hours will be issued after completion of both requirements.
This training is for active personal care home administrators and their designees. The course is not open to the general public.
Provided by Temple University Harrisburg and funded by the Pennsylvania Department of Human Services Bureau of Human Services Licensing.
Course Outline
Registration:
- Individual online registration is required for each person.
- There are a limited number of registrations per training.
- During this fiscal year, a total of 8 trainings are being offered on this topic
In order to receive 6-credit hours, participants must:
- Complete the 3-hour online self-paced prerequisite training, which includes instructor videos and reading of supplementary information.
- Participate in the 3-hour live virtual training facilitated by Tammy Schell.
- Audio and video ARE required to be turned on for the live, 3-hour training on the Zoom platform.
- Certificates for 6-hours will be issued upon successful completion and verification of both activities.
- Partial certificates for completing one activity are not available.
Spring 2026 Dates:
Please register for ONE of the 8 sessions. Multiple registrations are not permitted.
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Section 001 |
Friday, March 27, 2026 |
9:00 AM-12:00 PM |
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Section 002 |
Thursday, April 2, 2026 |
1:00 PM-4:00 PM |
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Section 003 |
Tuesday, April 7, 2026 |
9:00 AM-12:00 PM |
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Section 004 |
Thursday, April 23, 2026 |
9:00 AM-12:00 PM |
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Section 005 |
Wednesday, April 29, 2026 |
1:00 PM-4:00 PM |
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Section 006 |
Friday, May 8, 2026 |
9:00 AM-12:00 PM |
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Section 007 |
Wednesday, May 13, 2026 |
1:00 PM-4:00 PM |
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Section 008 |
Tuesday, May 19, 2026 |
1:00 PM-4:00 PM |
Learner Outcomes
At the conclusion of this, the participants will be able to:
- Analyze the correlation of proper complaint handling in relation to quality care, quality assurance, and customer service.
- Verify and uphold resident and family rights throughout the complaint process.
- Categorize the type of complaint that was received.
- Determine and apply response and follow-up timelines.
- Execute the posting requirements for “Right to File Complaint” information.
- Apply mandatory external reporting requirements based on incident severity.
- Distinguish staff roles and responsibilities and execute the non-retaliation mandate.
- Implement a standard procedure for receiving and routing complaints.
- Strategically manage, execute, and objectively resolve complaint investigations.
- Analyze their facilities process in relation to the information in this training.
- Evaluate the data using the Person-Centered Care and 4Ms frameworks to implement quality improvement strategies.
Notes
Cancellation Policy:
- Please be courteous and do not register for a course that you do not plan on attending.
- If you are unable to attend, please email Temple as soon as possible so that your virtual seat can be offered to another person.
- Emails should be sent to pchadmin@temple.edu.
Prerequisites
- These courses are not open to the public.
- Must be an active Personal Care Home Administrator or an Administrator's Designee.
Recommendations
Recommendations:
- Audio and video ARE required to be turned on for the live, 3-hour training on the Zoom platform.
- Please note that driving during the live training is NOT permitted.
- If you do not have audio on your computer, the Zoom platform can be accessed on your smartphone or tablet. You must have the hardware (desktop or laptop, tablet or smartphone) and software (Browsers such as Chrome, Safari, Firefox or Microsoft Edge) to access the internet. A broadband internet connection (DSL, cable, fiber, etc.) is recommended with a hardwired Ethernet cable. Wireless (Wi-Fi) connections may be utilized but a weak or congested signal may cause issues with video buffering or content access.