- 1). Maintain and make known a clear set of standards for rehabilitation nurses and other employees. Implement a "three strikes" rule. Make sure all employees fully understand what is expected of them. Do not allow ignorance to be used as an excuse.
- 2). Appoint a "compliance officer" at each facility. Choose a well-liked and generally trusted individual in an administrative position. Explain that this individual is the point person for all complaints regarding competence and quality of nursing services. Make sure all employees know their compliance officer.
- 3). Implement an anonymous complaint system, with options for verbal or written complaints. Set up a hotline with two telephone numbers -- one for patients and clients and the other for employees -- each with its own voicemail.
- 4). Take swift action when a complaint is reported. Investigate all complaints. Ensure that all employees know that dismissal is a potential outcome when a legitimate complaint is leveled.
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