Complaint Hotline 24/7 Answering Services

Complaint Hotline 24/7 Answering Services including
• Offeror must speak directly with individuals who have called the complaint telephone hotline (1-800-342- 0553 or 1-800-669-3534) to submit a complaint against a healthcare facility under the jurisdiction of ODH including, but not limited to, nursing homes, assisted living facilities, home health agencies, hospitals, hospice agencies, and intermediate care facilities for persons with intellectual disabilities.
• Offeror must enter all necessary information received from callers into a web-based form publicly available on the department website.
• Offeror must make a hotline operator(s) available to respond twenty (24) hours a day, seven (7) days a week to phone calls of complaints against healthcare facilities under the jurisdiction of department. All calls must be answered live; it is preferred that an on hold wait time messaging is available to inform callers of waiting times. No callbacks are allowed.
• Offeror must provide a back-up method to record and submit to ODH information received from callers in the event of a problem with the ODH web-based form.
• Offeror must go through department complaint intake online training and then subsequently train its staff accordingly. The training will focus on the types of facilities overseen by ODH, the types of complaints that are and are not handled by department, eliciting the necessary information from complainants (i.e. through the use of guided questions), accessing the web-based form, entering the information into the web-based form, and the general complaint investigation process.
• Offeror must refer questions received from callers, not complaints against healthcare facilities, to the appropriate source of information.
• Offeror must prepare and submit to department a weekly report with the number of calls received and the number of complaints entered.
• Offeror must correspond with the department, Complaint Unit Manager, on a biweekly basis, or as needed, to provide project status updates and to discuss any necessary changes to the complaint intake protocol.
- Anticipated call volume is estimated at 800-1000 calls per month with an average call duration is 20-30 minutes.