Programs that accept and, where possible, attempt to resolve complaints regarding the licensing, incompetence of staff, cleanliness and safety of facilities, treatment of patients, quality of care, excessive fees, unethical, improper or unprofessional conduct of personnel or other inappropriate business practices of inpatient or residential facilities for people who have substantive mental, emotional or social problems.

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Programs that publish information about health and residential care facilities (including hospitals, dialysis facilities, home health care agencies, nursing facilities and supportive housing for older adults and people with disabilities) that helps consumers compare the facilities in their area and choose the option that best meets their needs. Some programs limit their comparisons to treatment that is related to specific conditions, e.g., heart attack, heart failure or pneumonia.

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Offices in hospitals and other health care institutions whose staff handle complaints from patients regarding the inpatient, outpatient or home health care they are receiving. These offices work within the system to help patients achieve satisfaction as an alternative to filing a complaint with licensing authorities or consumer action agencies, requesting the services of outside advocates or seeking legal advice from attorneys who specialize in the health care field.

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