What are the items you should look for in a compliant to determine validity?

      1. Reviewing the initial complaint: What are the items you should look for in a compliant to determine validity?
      2. Notifying the appropriate upper management of the complaint unless they are implicated in the complaint: What are the steps to take to determine who is involved?
      3. Obtaining additional information as necessary and developing a plan for the investigation:  What other items are important to the investigation?
      4. Conducting interviews with staff, residents and/or management: Delineate the types of questions to ask in the interview.
      5. Determining if the allegations are substantiated or unsubstantiated: Identify criteria to determine if substantiated or unsubstantiated.

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