The Importance of Zero-Deficiency Complaints in Nursing Homes: A Mere Consequence or Serious Concern?

Abstract

Complaints represent an important metric for assessing the quality of nursing home (NH) care. Using the Automated Survey Processing Environment (ASPEN) Complaints/Incidents Tracking System dataset (2017), we examined the relationships between zero-deficiency complaints (ZDCs) and zero-deficiency substantiated complaints (ZDSCs) and the proportion of residents with dementia. NHs ( N = 15,339) were separated into three groups—proportion of residents with dementia in the top, two middle, and the bottom quartiles. Negative binomial regressions assessed zero-deficiency complaint patterns in relation to NHs’ proportion of residents with dementia, controlling for facility characteristics, staffing, and racial pattern. We reported average marginal effects ( AMEs) and 95% confidence intervals ( CIs). NHs in the top quartile yielded higher numbers of both ZDC ( AME = .189, 95% CI: .102−.276, p < .001) and ZDSC ( AME = .236, 95% CI: .094−.378, p = .001), than NHs in the bottom quartile. Results suggest a need for more uniform investigation processes and staff training to promote a more valid complaint process for residents with dementia.