State health regulators have eliminated a massive backlog of unresolved complaints alleging abuse and neglect at Minnesota senior care facilities, while fulfilling a promise to dramatically speed up investigations into new complaints.
Minnesota started the year with 3,147 reports of abuse and maltreatment that needed to be investigated, including incidents in nursing homes and assisted-living facilities. The backlog had become so severe that it sometimes took state investigators months or even years to complete investigations, angering relatives of abuse victims and undermining criminal prosecutions, according to a Star Tribune report published last November.
Amid pressure from family members of abuse victims, the Office of Health Facility Complaints (OHFC), a division of the Minnesota Department of Health, has finally cleared the massive backlog, while also instituting a new electronic system for processing the roughly 400 new allegations it receives each week.
As a result of these changes, the agency has slashed by nearly two-thirds the average time it takes to complete investigations, giving elder abuse victims and their families a speedier resolution to their cases.
"This is a significant milestone," Gilbert Acevedo, assistant state health commissioner, said in an interview. "We want family members to know that when they submit cases to us that we take them extremely seriously and we will respond to them in a timely fashion."
Last year, as the backlogs came to light, OHFC staff described a dysfunctional office where new complaints went unread for months and stacked up 2 feet high on employees' desks. In some cases, files would get lost or go permanently missing within the OHFC's antiquated, paper-based processing system.
Gov. Mark Dayton responded by giving the much larger Department of Human Services (DHS) sweeping new powers over the OHFC under an interagency agreement. DHS sent a team of staff to help sort through thousands of unreviewed cases and to develop a new electronic document management system.
State officials said eliminating the giant backlog is significant because it frees up time for OHFC's 55 staff to address new complaints more quickly. Timing is critical in elder abuse cases because the victims often suffer from dementia and may forget critical details. "This clears the deck so that we can focus on current cases," Acevedo said. "We want to make sure we never get back into a situation where we have a backlog."