State Agencies Complaining about Complaint Investigation Backlog

In an Administrative Memo dated October 9, 2024, “ACTS Bulk Intake Import Functionality,” the Centers for Medicare and Medicaid Services (CMS) provided information to State Agencies intended to help them with management of their complaint backlog. CMS indicates in the Memo that during “Pending Overdue Workload Quarterly Reviews,” State Agencies are still reporting issues with addressing the backlog on complaint investigations, which swelled during the COVID-19 PHE.

As of October 1, 2024, to improve case tracking and transparency related to how State Agencies manage complaints and incidents, CMS required State Agencies to use the Aspen Complaint and Tracking Systems (ACTS). To assist with the data entry portion of the complaint investigation process, CMS implemented a new process. Now, bulk information about complaints can be input into a spreadsheet and uploaded to ACTS.

While this is meant to address the data entry requirements, it’s unclear if this will actually assist with closing out the high number of pending investigations. We know that overall, there’s still a lag in survey & certification activity across the country, so let’s see if this helps surveyors get caught up.  To learn more about the ACTS “bulk intake” process, view CMS Admin Info 25-02-ALL here. A sample of what will need to be uploaded can be viewed here.


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