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									                                                 Table B-9: Complaint Categories for Board and Care Facilities by State
                                                               In Order of National Frequency for FY 2003
                                                                    Rank of Complaints by Category
                   Complaint Categories/State                                   All States   AK      AL        AR         AZ     CA      CO      CT        DC     DE     FL      GA      HI        IA
Group               See Table B-1 for Codes                        Total 2003       56,470    354     190        58       1,478 13,920   2,814     40       207     73   3,189   1,690        12     123
                                                                         2002       49,463    234     130        46       1,476 11,686   2,969     97       230     59   1,438   1,918        35      92
                                                                         2001       50,152    266     125        52         773 12,075   3,690    111       266     80   2,391   1,616         5      50
                                                                         2000       41,397    188     132        71       1,662 8,419    2,580     60       198     27   2,044   1,252        31      37
                                                                         1999       37,953    504       85       39       1,025 7,924    2,779     86        83     47   1,967   1,419        59       4
                                                                         1998       34,696    289       56      168         902 8,894    1,440     26       158    147   2,489   1,173         6      11
   F.     44   Medications-administration, organization                                  1      1        4       33           6      3       1      6         5     17       1       2         2      20
   J.     71   Menu-quantity, quality, variation, choice                                 2      4        3        6           5      5       4     11        42     31       2       1        12       5
   C.     19   Discharge/eviction-planning, notice, procedure                            3     11        2        4           1      4       3      6        11      1       7       8         2       1
   D.     26   Dignity, respect-staff attitudes                                          4     14       12        6          15     11       2      6        17      3      15       7        12       3
   K.     79   Equipment/building-disrepair, hazard, poor lighting, fire
                                                                                        5      20        22       33        17      6      19          2     21     31      5       5         12     12
               safety
   F.     42   Care plan/resident assessment                                            6      25         6       33        41     14      13         25     21     11     50      23         12      4
   F.     40    Accidents, improper handling                                            7       2         6       33         8     12      29         11     17     31     10      17         12      8
   K.     78   Cleanliness, pests                                                       8      14         6       33        13     13      23         11      3     31      6       4         12     12
   A.      1   Physical abuse                                                           9       6         6       33        32      2      29         25     62     31     27      18          2     20
   F.     45   Personal hygiene                                                        10       6        16       33        27     21      12          2      2     31      9      11          2     51
   D.     27   Exercise choice and/or civil rights                                     11      14         1        2        10     22       5          1     62      3     14      11          2      2
   E.     38   Personal property lost, stolen, used by others, destroyed               12      10        16       33        33      9      20         25     30     17     16      36          1     12
   E.     36   Billing/charges notice, approval, questionable, accounting
                                                                                       13      57        12           6      7     17       9         11     62     11     13      27          2      5
               wrong or denied
   M. 101      Supervision                                                             14      14        35       33        66     36      41         25     21     31     34       3         12     20
   F. 48       Symptoms unattended, no notice to others of change in
                                                                                       15      14        22       33        22     15      24         25     11     17      8      29         12      8
               condition
   A. 3        Verbal/mental abuse                                                     16       9        35       16        17      8      14          2     42     17     37      13         12     51
   A. 6        Resident to resident                                                    17      42        66       33        15      1      55         25     21     31     78      43         12     51
   M. 97       Shortage of staff                                                       18       8         4       33        20     34      18         25     42     31      4       9         12     12
   E. 37       Personal funds-mismanaged, access denied, deposits &
                                                                                       19      33        11           4     17     16      29          2     17     31     12      15         12     20
               other money not returned
   P. 122      Legal-guardianship, conservatorship, power of attorney,
                                                                                       20      20        22       16         2     32      10         25      7      6     34      27         12     20
               wills
   A.      5   Gross neglect                                                           21       3        22       33        41      7      75         25     42     31     17      47         12     51
   M.     98   Staff training, lack of screening                                       22      12        66       16        60     29      24         25     62     31     22      29         12     20
    I.    64   Activities-Choice and appropriateness                                   23      33        35       33        50     33      14         25     42     31     20      21         12      8
   P.    120   Family conflict                                                         24      57         6        6         3     20       6         25     42     17     46      38         12     20
   K.     77   Air temperature, and quality                                            25      57        66       16        29     25      27         25     11     31     30      16         12     20
   M.    100   Staff unresponsive, unavailable                                         26      20        35       16        46     24       8         11     42     17     28      14          2     20
   P.    121   Financial exploitation by family or other not affiliated with
                                                                                       27      75        35           2      4     19      17         25     30      1     56      18         12     51
               facility
   A. 4        Financial exploitation                                                  28      25        12        6        10     10      64         25     42     31     30      34         12     51
   F. 41       Call lights, requests for assistance                                    29      42        22       33        50     30      29         25     30     31     25      29         12     20


                                                                                                    Table B-9: p. 1
                                                 Table B-9: Complaint Categories for Board and Care Facilities by State
                                                               In Order of National Frequency for FY 2003
                                                                    Rank of Complaints by Category
                   Complaint Categories/State                                   All States   ID        IL        IN        KS     KY      LA        MA     MD     ME     MI        MN     MO     MS
Group               See Table B-1 for Codes                        Total 2003       56,470   1,267       47           42    405   1,020        21    661    911    301     44       322    550     52
                                                                         2002       49,463   1,198       78           35    337   1,276        35    568    936    376    182       681    349     63
                                                                         2001       50,152     570       51           39    442     914        42    864    453    505    179       150    788    123
                                                                         2000       41,397     611      112           20    377     801        22    626    337    631    247        82    431     98
                                                                         1999       37,953     367       83           24    142     697         9    802    151    355    329        97    460    155
                                                                         1998       34,696     380       65           38     11     633         3    673    108    223    221        96    377     47
   F.     44   Medications-administration, organization                                  1       3       11            2      9       3         6      3      5      3      3        10      3     33
   J.     71   Menu-quantity, quality, variation, choice                                 2      12       32           27     12       4         1      2      3      6     36        23      1      5
   C.     19   Discharge/eviction-planning, notice, procedure                            3       1        5            6      1      15         6      8      2      2      8         1      2     33
   D.     26   Dignity, respect-staff attitudes                                          4      14        5           10      2       1         1      9      6      9      3         7      5      5
   K.     79   Equipment/building-disrepair, hazard, poor lighting, fire
                                                                                        5       6           32        27     14     13          1      1     11     17        36     23     16     12
               safety
   F.     42   Care plan/resident assessment                                            6       4            5        10     18     26         14     25      9      4         8      4     48     33
   F.     40    Accidents, improper handling                                            7       4           11        27     32     18          6     36     10     62         3     34     12      2
   K.     78   Cleanliness, pests                                                       8       8           32         2     26      2          4     14     13     42        36     53     22     12
   A.      1   Physical abuse                                                           9      20            2        27     65     26         14     60      3     62         8     23     34      5
   F.     45   Personal hygiene                                                        10      28           32        27     86     17         14     10      8      4         3     10     34      1
   D.     27   Exercise choice and/or civil rights                                     11      16            5        27      3      7         14      6     11     17         8      2     12     33
   E.     38   Personal property lost, stolen, used by others, destroyed               12      22           32        27     18      9         14      5     14     17         8      8      6     12
   E.     36   Billing/charges notice, approval, questionable, accounting
                                                                                       13      11           11         6      7     36         14     25     19      9         1      3      8     33
               wrong or denied
   M. 101      Supervision                                                             14      35           32        27     86      4         14     42     25     62        36     53     34     33
   F. 48       Symptoms unattended, no notice to others of change in
                                                                                       15      12           32         2     65     26         14     16      7     27        36     10     20     12
               condition
   A. 3        Verbal/mental abuse                                                     16      24            5        10     32     16         14     47     14     17        36     16     34     33
   A. 6        Resident to resident                                                    17      26           32        27     86     29         14     31      1     42        36     53     34      5
   M. 97       Shortage of staff                                                       18      15           32        27     42     32          4     47     14     17         8     34     34     12
   E. 37       Personal funds-mismanaged, access denied, deposits &
                                                                                       19      26           11        10     26     11         14     12     25     62         8      6     18     12
               other money not returned
   P. 122      Legal-guardianship, conservatorship, power of attorney,
                                                                                       20       2            1         1      4     14         14     23     21     17         1     10      4     33
               wills
   A.      5   Gross neglect                                                           21      42           32        27     21     65         14     47     35     62        36     34     87     33
   M.     98   Staff training, lack of screening                                       22      10           32        27     21      6         14     29     22     62        36     20     34     12
    I.    64   Activities-Choice and appropriateness                                   23      28           11        10     21     12          6     12     35     13         8     81     12      5
   P.    120   Family conflict                                                         24       7           32        10      7     43         14     36     17     27        36     53     34     33
   K.     77   Air temperature, and quality                                            25      45           32        27     32     18         14      7     25     42         8     53      8     12
   M.    100   Staff unresponsive, unavailable                                         26      16           32        27     86      9         14     31     19     27         3     34     26     12
   P.    121   Financial exploitation by family or other not affiliated with
                                                                                       27      18            2        27     21     36         14     36     17     62        36     81     87     12
               facility
   A. 4        Financial exploitation                                                  28      22           32        27     10     76         14     60     30     62         8      5     69     12
   F. 41       Call lights, requests for assistance                                    29      28           32        27     32     50         14     22     22     33        36     23     11      4


                                                                                                     Table B-9: p. 2
                                                 Table B-9: Complaint Categories for Board and Care Facilities by State
                                                               In Order of National Frequency for FY 2003
                                                                    Rank of Complaints by Category
                   Complaint Categories/State                                   All States   MT      NC        ND         NE     NH     NJ      NM      NV      NY      OH      OK     OR      PA
Group               See Table B-1 for Codes                        Total 2003       56,470    413    1,311      249        299     24    667      850   3,912   2,958   1,031    226   1,980   1,533
                                                                         2002       49,463    261    1,123      216         82    130    862      860   2,819   1,807     957    152   1,954   2,130
                                                                         2001       50,152    181    1,117      194         33    169    558    1,176   2,479   2,565     738    101   2,690   2,337
                                                                         2000       41,397    305    1,209      197         85    246    436      718   2,093   2,346     717    105   2,591   2,238
                                                                         1999       37,953    146      942      100         48    131    269      618   1,717   1,886     554     85   2,303   2,361
                                                                         1998       34,696     74      550       50         93    159    198      692   1,477   1,407     470     95   2,458   2,337
   F.     44   Medications-administration, organization                                  1      1        2        1          9      3       3       7      10      15       4      1       1       3
   J.     71   Menu-quantity, quality, variation, choice                                 2      3        4       11         11     17      19       3      16       1       3      3       4       1
   C.     19   Discharge/eviction-planning, notice, procedure                            3      7        3        1          5      3      22      15       7      22       1     18       2       4
   D.     26   Dignity, respect-staff attitudes                                          4      3        1        3         11      1       9      20       5      10       2      2       7       6
   K.     79   Equipment/building-disrepair, hazard, poor lighting, fire
                                                                                        5      46        14       15        38      6     18       4      28      11      23       4      8      10
               safety
   F.     42   Care plan/resident assessment                                            6      17        58        8        34      2      4      31       2      37      27      35     13      17
   F.     40    Accidents, improper handling                                            7      27        42       70        26      6      1       1       3      57      14      25     10      19
   K.     78   Cleanliness, pests                                                       8      27         8       42        38     17     27      10      26       5      11      11     11       8
   A.      1   Physical abuse                                                           9      39        47       13         6     17      2      11      21      42       7      35     36      48
   F.     45   Personal hygiene                                                        10       7        11       70        26     17     12      13      30       6      11      11     18       5
   D.     27   Exercise choice and/or civil rights                                     11      17        35       21         1      6     30      33      17      12      11      25     12      12
   E.     38   Personal property lost, stolen, used by others, destroyed               12      46        22       15        18     17      8      16      32       7      16       9      6      12
   E.     36   Billing/charges notice, approval, questionable, accounting
                                                                                       13       6         5           7      8     17     17      31      29      29       5       6      5       7
               wrong or denied
   M. 101      Supervision                                                             14      39        22       70        26     17     55      41       1      61      30      47     50      22
   F. 48       Symptoms unattended, no notice to others of change in
                                                                                       15       7        10       21        18     17     15      18      14      20      15      18     16      18
               condition
   A. 3        Verbal/mental abuse                                                     16      27        17        8         7     17      6      12      27      54       9       9     26      21
   A. 6        Resident to resident                                                    17      46        35       12        11     17     11      52      63      34      34      35     47      53
   M. 97       Shortage of staff                                                       18       7        16       70        34      6     24       4      39      40       7      11     18      12
   E. 37       Personal funds-mismanaged, access denied, deposits &
                                                                                       19      59        47       32        22     17     34      47      19      18      19       6     14       2
               other money not returned
   P. 122      Legal-guardianship, conservatorship, power of attorney,
                                                                                       20      59        52           5      4     17     42      47       9      67       5      47     15      88
               wills
   A.      5   Gross neglect                                                           21      39        52       32        34     17     13       2      23      79      60      62      9      56
   M.     98   Staff training, lack of screening                                       22       3        19       42        26     17     42       8       6      54      19      25     23      29
    I.    64   Activities-Choice and appropriateness                                   23       2        42       15        22     17     71       6      57       3      67      18     22      37
   P.    120   Family conflict                                                         24      93        64       19        20      6     27      64      15      57      30      11     25      24
   K.     77   Air temperature, and quality                                            25      93        25       21        58     17     55      30      41       4      24      18     28      11
   M.    100   Staff unresponsive, unavailable                                         26      13        15       42        26      6     30      14      36      24      50      11     33       9
   P.    121   Financial exploitation by family or other not affiliated with
                                                                                       27      23        98           3      9      6      7      64      13      66      18      35     32      67
               facility
   A. 4        Financial exploitation                                                  28      46        24       42        11     17     26      20      33      31      25      62     53      53
   F. 41       Call lights, requests for assistance                                    29       7        27       21        58     17     19      22      33      27      16      11     17      29


                                                                                                    Table B-9: p. 3
                                                 Table B-9: Complaint Categories for Board and Care Facilities by State
                                                               In Order of National Frequency for FY 2003
                                                                    Rank of Complaints by Category
                   Complaint Categories/State                                   All States   PR        RI       SC         SD      TN      TX      UT      VA      VT      WA      WI      WV     WY
Group               See Table B-1 for Codes                        Total 2003       56,470   2,592      267     1,478       149     165    2,347    527     422     151    1,523   1,209    179    217
                                                                         2002       49,463   2,251      375     1,340         96    240    1,654    637     451     157    1,633     412    129    211
                                                                         2001       50,152   2,392      254     1,018       112     109    1,739    356     367     119    1,876     595    125    132
                                                                         2000       41,397   2,056      164       897         73      98     403    193     514     149    1,511     583    132    242
                                                                         1999       37,953   2,564      113       979         89    190      362    183     308     145    1,403     327    225    213
                                                                         1998       34,696   1,537         9    1,115       105       80     289    409     207     158    1,311     497    153    132
   F.     44   Medications-administration, organization                                  1       4         5        1          3       3       2       4       1      16       3       3      7     19
   J.     71   Menu-quantity, quality, variation, choice                                 2       3        31        7         20       5       1      28      12       3       2       6     11     15
   C.     19   Discharge/eviction-planning, notice, procedure                            3      43         1        4          6       5      21      10       7       2       1       2      1      7
   D.     26   Dignity, respect-staff attitudes                                          4      23        12       13         10      16       4       4       7      12      12       5      1     15
   K.     79   Equipment/building-disrepair, hazard, poor lighting, fire
                                                                                        5       2         58       13        20      10       8      16      18       4       8      18      18     54
               safety
   F.     42   Care plan/resident assessment                                            6      50         19       10        16      56      42      19      10      65       5       1      69     54
   F.     40    Accidents, improper handling                                            7      27         19        8         6      37      29      16       7      65      31       4      26     31
   K.     78   Cleanliness, pests                                                       8      12         19       13        35       7      14      16      11      29      31      25      11     40
   A.      1   Physical abuse                                                           9      30         19        3         5      16      54      12       6      65      68      18      11     40
   F.     45   Personal hygiene                                                        10      13         12       11        20      12       5      43       2      65      19      22       7     15
   D.     27   Exercise choice and/or civil rights                                     11      14         58       22        35      37      24       8      15       5       9      13      11     19
   E.     38   Personal property lost, stolen, used by others, destroyed               12      35         19       16         2       1      11      43      18      16       6      20      36     40
   E.     36   Billing/charges notice, approval, questionable, accounting
                                                                                       13      43          7       20        10       2      25      24      14      16       4      10      36     31
               wrong or denied
   M. 101      Supervision                                                             14      43         58       33         1      56      16      24      36      65      72      29      11     40
   F. 48       Symptoms unattended, no notice to others of change in
                                                                                       15      34         58       16        20      37      13      14      12      16      28       7      36     24
               condition
   A. 3        Verbal/mental abuse                                                     16      30         12        5         3       7      28      20       4      29      17      17       5     40
   A. 6        Resident to resident                                                    17      43         19       12        35      16     108      24      15      29      33      22      18     31
   M. 97       Shortage of staff                                                       18       8         40       19        52      12      10       6      43      29      21       9      26     15
   E. 37       Personal funds-mismanaged, access denied, deposits &
                                                                                       19      59          7           9     20       7      49      88      27      16      14      20       3     54
               other money not returned
   P. 122      Legal-guardianship, conservatorship, power of attorney,
                                                                                       20      67          9       63        20       3      42      24      69      29       7      12       3      1
               wills
   A.      5   Gross neglect                                                           21      36         40        5        10      25      54      30      31      29      25      15      18     24
   M.     98   Staff training, lack of screening                                       22      16         58       27        16      56      15       2      22      16      59       7      26     11
    I.    64   Activities-Choice and appropriateness                                   23       9         58       25        35      37      18      43      22      65      11      13      36     19
   P.    120   Family conflict                                                         24      25          5       55        20      25      34      10      36      16       9      16       7      2
   K.     77   Air temperature, and quality                                            25      18         19       22        20      25       7      43      18       7      14      53      36      8
   M.    100   Staff unresponsive, unavailable                                         26      50         58       21        20      56       6      35       4      65      29      37      36     54
   P.    121   Financial exploitation by family or other not affiliated with
                                                                                       27      32         19       25         8      25      81       7      36      16      13      48       7      8
               facility
   A. 4        Financial exploitation                                                  28      50         12       18        16      37      69      14      43      29      17      77       6     54
   F. 41       Call lights, requests for assistance                                    29      48         12       31        52      56       3      20      22      29      23      25      36     54


                                                                                                     Table B-9: p. 4
                                              Table B-9: Complaint Categories for Board and Care Facilities by State
                                                            In Order of National Frequency for FY 2003
                                                                 Rank of Complaints by Category
                  Complaint Categories/State                               All States   AK      AL        AR     AZ     CA      CO      CT     DC     DE     FL      GA      HI        IA
Group               See Table B-1 for Codes                   Total 2003       56,470    354     190        58   1,478 13,920   2,814     40    207     73   3,189   1,690        12     123
                                                                    2002       49,463    234     130        46   1,476 11,686   2,969     97    230     59   1,438   1,918        35      92
                                                                    2001       50,152    266     125        52     773 12,075   3,690    111    266     80   2,391   1,616         5      50
                                                                    2000       41,397    188     132        71   1,662 8,419    2,580     60    198     27   2,044   1,252        31      37
                                                                    1999       37,953    504       85       39   1,025 7,924    2,779     86     83     47   1,967   1,419        59       4
                                                                    1998       34,696    289       56      168     902 8,894    1,440     26    158    147   2,489   1,173         6      11
   F.     52   Other: Care                                                         30     33       66       33      12     27      14     25     62     31      19      54        12      51
   B.     13   Info. re rights, benefits, services                                 31     75       22       33      50     37      50     25     11     31      82      64        12      51
   L.     93   Offering inappropriate level of care                                32     33       12        6     116     18      55     11     30     31      58       9        12      20
   F.     51   Wandering-failure to accommodate/monitor                            33     20       22       33      40     26      33     25     21      6      43      23        12      20
   L.     90   Inadequate record-keeping                                           34     25       66       33     107     64      75     25     42     31      92      41        12      51
   D.     31   Privacy-telephone, visitors, couples, mail                          35     25       35       16      27     31      22     25     30     31      80      23        12      12
   L.     88   Administrator(s) unresponsive, unavailable                          36     12       22       33      94     43       7     25     42     31      68      34        12      12
   P.    128   Other: System/Others                                                37     57       66       33      29     67      35     25     42      9     107       6        12      51
    I.    66   Roommate conflict                                                   38     75       18       33      41     28      52     25     30      6      46      54        12      51
   K.     83   Odors                                                               39     57       18       16      60     41      69     25     62     31      34      20        12      51
   K.     86   Other: Environment                                                  40     20       66       33      35     35      11     25     62     31      40      58         2      51
   F.     49   Toileting                                                           41     14       35        6      50     40      24     25     30     31      24      58        12      20
   J.     76   Other: Dietary                                                      42     57       66       33      24     45      44     25     62     31      26      32        12      51
   F.     46   Physician Services                                                  43     33       35       16      66     38      61     25     21     17      28      63        12      20
   D.     25   Confinement in facility against will (Illegally)                    44     75       18        1      22     44      64      6     62     11      37      47        12      51
   C.     16   Admission contract or procedure                                     45     33       35        6      35     47      35     25     62     17      55      50         2       5
    I.    65   Community Interaction, Transportation                               46     75       35       33      46     52      27     25     42     31      70      47        12      51
   H.     61   Physical restraint-assessment, use, monitoring                      47     42       35       33      60     48      45     11     62     31      80      50        12      20
   D.     33   Response to complaints                                              48     42       35       33      50     52      21     25     42     31      40      81        12      51
   D.     32   Privacy in treatment, confidentiality                               49     42       35       16      80     86      83     25     62     31      18      38        12      51
   G.     53   Assistive devices or equipment                                      50     57       66       33      37     70      64     25     42     31      78      64        12      51
   J.     72   Snacks, time span between meals                                     51     57       35       33      50     67      45     25     62     31      42      38        12      20
   A.      2   Sexual abuse                                                        52     25       66       33      80     23      90     25     30     31      89      64        12      51
   C.     22   Room assignment/room change/intrafacility transfer                  53     75       35       33      72     46      37     11     62     17      62      76        12       8
   G.     56   Mental health psychosocial services                                 54     75       35       33      66     75      73     25      6     11      97      72        12      20
   J.     73   Temperature                                                         55     75       66       33      80     60      33     25     62     31      75      54        12      51
   F.     47   Pressure sores                                                      56     25       66       33      80     39      49     25     62     31      43      43        12      20
   D.     35   Other: Autonomy, Choice, Exercise of Rights, Privacy                57     42       66       16      24     60      55     25     62      3      33      32        12      20
   L.     87   Abuse Investigation/reporting                                       58     42       35       33      72     60      69     25     30     31      20      94        12      12
   K.     85   Supplies and linens                                                 59     42       18       33     116     70      55     25     62     31      46      43        12      51
   D.     34   Reprisal, retaliation                                               60     25       22        6      72     79      37     11     62     31      30      21         2      51
   L.     95   Other: Policies, Procedures, Attitudes, Resources                   60     25       66       33      72     56      61     25     62     31      10      41        12      20
   J.     74   Therapeutic diet                                                    62     33       35       33      50     73      75     25     62     31      50      54        12      51
   K.     81   Infection control                                                   63     57       35       33      72     42      75     25     62     31      53      36        12      20



                                                                                               Table B-9: p. 5
                                              Table B-9: Complaint Categories for Board and Care Facilities by State
                                                            In Order of National Frequency for FY 2003
                                                                 Rank of Complaints by Category
                  Complaint Categories/State                               All States   ID        IL       IN        KS     KY      LA        MA     MD     ME     MI     MN     MO     MS
Group               See Table B-1 for Codes                   Total 2003       56,470   1,267       47          42    405   1,020        21    661    911    301     44    322    550     52
                                                                    2002       49,463   1,198       78          35    337   1,276        35    568    936    376    182    681    349     63
                                                                    2001       50,152     570       51          39    442     914        42    864    453    505    179    150    788    123
                                                                    2000       41,397     611      112          20    377     801        22    626    337    631    247     82    431     98
                                                                    1999       37,953     367       83          24    142     697         9    802    151    355    329     97    460    155
                                                                    1998       34,696     380       65          38     11     633         3    673    108    223    221     96    377     47
   F.     44
          52   Medications-administration, organization
               Other: Care                                                          1
                                                                                   30      45       32          27     86      57        14     60     22      6     36     23     69     33
   B.     13   Info. re rights, benefits, services                                 31      38       11           6      5      23        14     16    103     42      8     81      6     33
   L.     93   Offering inappropriate level of care                                32      18       11          27     65      50        14     81     44     62     36     81     31      2
   F.     51   Wandering-failure to accommodate/monitor                            33      24       32          27     65      36        14     81     30     42      8     53     48     12
   L.     90   Inadequate record-keeping                                           34      45       32          10     42      36        14     81     58      8     36     81     87     33
   D.     31   Privacy-telephone, visitors, couples, mail                          35      32       32          27     14      24         6     16     30     42     36     20      8     33
   L.     88   Administrator(s) unresponsive, unavailable                          36       8       32          10     12      65        14     60     44     42     36     34     26     12
   P.    128   Other: System/Others                                                37      42       11          27     10      57        14     81    103      1     36     34     87     33
    I.    66   Roommate conflict                                                   38      28       32          27     65      18        14      3     58     33     36     23     12     12
   K.     83   Odors                                                               39      38       32          27     86      29        14     19     44     16      8     81     58     33
   K.     86   Other: Environment                                                  40      67       32          27     42      65        14     81     29     17     36     81     26     33
   F.     49   Toileting                                                           41      34       32          10     32      46        14     47     38     33      8     23     87     33
   J.     76   Other: Dietary                                                      42      53       32          27     65      94        14     81     58     42     36     53     31     33
   F.     46   Physician Services                                                  43      20       32          27     65      36        14     19     58     42      8     81     48     33
   D.     25   Confinement in facility against will (Illegally)                    44      53        5           2     42      32        14     47     38     33      8     20     34     33
   C.     16   Admission contract or procedure                                     45      53       32          10     14      50        14     31     38     42     36     16     87     33
    I.    65   Community Interaction, Transportation                               46      45       32          27     42      18        14     10     50     17     36     53     16     33
   H.     61   Physical restraint-assessment, use, monitoring                      47      38       32          27     86      94        14     81    103     62     36     81     87     33
   D.     33   Response to complaints                                              48      61       32          27      6      94        14     60     35     62     36     34     58     33
   D.     32   Privacy in treatment, confidentiality                               49      61       32          27     65      57        14     60     58     27     36     34     48     33
   G.     53   Assistive devices or equipment                                      50      53       32          27     86      46        14     31     72     17     36     34     18     33
   J.     72   Snacks, time span between meals                                     51      61       32          27     65      46        14     47     42     33     36     81     58     33
   A.      2   Sexual abuse                                                        52      42       11          27     86      32        14     60     38     62     36     81     69     33
   C.     22   Room assignment/room change/intrafacility transfer                  53      35       32          10     86      76        14     36     25     33     36      9     34      5
   G.     56   Mental health psychosocial services                                 54      45       32          10     32      29        14     21     72     42     36     81     58     12
   J.     73   Temperature                                                         55      75       32          27     86      76        14     36     58     62     36     53     58     12
   F.     47   Pressure sores                                                      56      45       32          27     86      65        14     60     30     42     36     81     87     33
   D.     35   Other: Autonomy, Choice, Exercise of Rights, Privacy                57      81       11          27     65      94        14     47     50      9     36     14     20     33
   L.     87   Abuse Investigation/reporting                                       58      92       32          27     65      65        14     81     58     62     36     81     69     33
   K.     85   Supplies and linens                                                 59      53       32          27     86      50        14     42     72     42     36     81     69     33
   D.     34   Reprisal, retaliation                                               60      75       32          10     26      50        14     60     50     27     36     53     22     12
   L.     95   Other: Policies, Procedures, Attitudes, Resources                   60      92       32          27     86      76         6     81     44     13     36     53     69     33
   J.     74   Therapeutic diet                                                    62      45       32          27     42      94        14     23     58     62      8     34     58     33
   K.     81   Infection control                                                   63      67       32           6     42      18        14     42     50     27     36     81     69     33



                                                                                                Table B-9: p. 6
                                              Table B-9: Complaint Categories for Board and Care Facilities by State
                                                            In Order of National Frequency for FY 2003
                                                                 Rank of Complaints by Category
                  Complaint Categories/State                               All States   MT      NC        ND     NE     NH     NJ      NM      NV      NY      OH      OK     OR      PA
Group               See Table B-1 for Codes                   Total 2003       56,470    413    1,311      249    299     24    667      850   3,912   2,958   1,031    226   1,980   1,533
                                                                    2002       49,463    261    1,123      216     82    130    862      860   2,819   1,807     957    152   1,954   2,130
                                                                    2001       50,152    181    1,117      194     33    169    558    1,176   2,479   2,565     738    101   2,690   2,337
                                                                    2000       41,397    305    1,209      197     85    246    436      718   2,093   2,346     717    105   2,591   2,238
                                                                    1999       37,953    146      942      100     48    131    269      618   1,717   1,886     554     85   2,303   2,361
                                                                    1998       34,696     74      550       50     93    159    198      692   1,477   1,407     470     95   2,458   2,337
   F.     44
          52   Medications-administration, organization
               Other: Care                                                          1
                                                                                   30     93        7       70     58     17      71      91       4      34      39     62     103      24
   B.     13   Info. re rights, benefits, services                                 31     23       27       21     58     17      42      47      39       7      42     25      47      29
   L.     93   Offering inappropriate level of care                                32     13       20       21     38     17      22      33      11      79      42     35      97      15
   F.     51   Wandering-failure to accommodate/monitor                            33     17       69       70     38      6       9      16      21      48      42     62      41      48
   L.     90   Inadequate record-keeping                                           34     17       42       70     22      6       5       8      18      96      60      4      47      53
   D.     31   Privacy-telephone, visitors, couples, mail                          35     59       18       42     38      3      35      25      44      42      34     25      29      16
   L.     88   Administrator(s) unresponsive, unavailable                          36     13        9       32     11      6      24      18      35      54      50      6      29      24
   P.    128   Other: System/Others                                                37     80       32       21     38     17      71      64      76       2      21     62     103     114
    I.    66   Roommate conflict                                                   38     59       35       15     58     17      35      91      63      16      30     62      26      43
   K.     83   Odors                                                               39     39       35       70     58     17      71      22      53      21      60     62      33      37
   K.     86   Other: Environment                                                  40     93       13       70     58     17      71      77      68      29       9     47     103      33
   F.     49   Toileting                                                           41     39       52       42     58     17      35      27      49      37      34     62      29      28
   J.     76   Other: Dietary                                                      42     93       69       42     38     17      71      91      76      31      50     35     103      37
   F.     46   Physician Services                                                  43     80       30       42     58     17      55      47      23      23      76     62      41      33
   D.     25   Confinement in facility against will (Illegally)                    44     93       35       42     38     17      55      64      51      89      39     18      45      27
   C.     16   Admission contract or procedure                                     45      7       58        8     38     17      71      41      44      63      67     25      53      19
    I.    65   Community Interaction, Transportation                               46     17       98       42     58     17      42      52      68      16      67     47      20      45
   H.     61   Physical restraint-assessment, use, monitoring                      47     27       69       70     58     17      27      27      51     119      76     47      73      78
   D.     33   Response to complaints                                              48     27       98       21     26     17      71      64      36      27      66     35      41      37
   D.     32   Privacy in treatment, confidentiality                               49     59       68       21     58     17      55      25      76      77      60     25      73      67
   G.     53   Assistive devices or equipment                                      50     46       64       19     26     17      55      77      76      31      67     62      24      56
   J.     72   Snacks, time span between meals                                     51     27       32       42     38     17      35      47      57      14      60     47      38      45
   A.      2   Sexual abuse                                                        52     59       98       42     58     17      19      52      53      51      34     62      97     101
   C.     22   Room assignment/room change/intrafacility transfer                  53     80       47       32     58     17      35      33      76      39      42     11      39      37
   G.     56   Mental health psychosocial services                                 54     17       77        5     58     17      55      64      20       9      76     47      53     101
   J.     73   Temperature                                                         55     93       64       42     58     17      55      52      49      19      39     62      50      61
   F.     47   Pressure sores                                                      56     27       69       70     58     17      42      33      31     107      67     62      57      61
   D.     35   Other: Autonomy, Choice, Exercise of Rights, Privacy                57     93        6       70     11     17      71      91      87      79      34     47     103      43
   L.     87   Abuse Investigation/reporting                                       58     27       35       21     11     17      15      52      25     119      60     62      89      61
   K.     85   Supplies and linens                                                 59     93       32       70     58     17      42      52      53      36      88     47      83      33
   D.     34   Reprisal, retaliation                                               60     23       27       13     58      6      42      33      46      70      50     18      71      67
   L.     95   Other: Policies, Procedures, Attitudes, Resources                   60     93       20       70     58     17      71      64      68      57      50     35     103      32
   J.     74   Therapeutic diet                                                    62     46       35       42     34     17      71      27      53      63      25     25      41      33
   K.     81   Infection control                                                   63     93       64       42     58     17      55      41      46      91      42     47      57      67



                                                                                               Table B-9: p. 7
                                              Table B-9: Complaint Categories for Board and Care Facilities by State
                                                            In Order of National Frequency for FY 2003
                                                                 Rank of Complaints by Category
                  Complaint Categories/State                               All States   PR        RI       SC      SD      TN      TX      UT      VA      VT      WA      WI      WV     WY
Group               See Table B-1 for Codes                   Total 2003       56,470   2,592      267     1,478    149     165    2,347    527     422     151    1,523   1,209    179    217
                                                                    2002       49,463   2,251      375     1,340      96    240    1,654    637     451     157    1,633     412    129    211
                                                                    2001       50,152   2,392      254     1,018    112     109    1,739    356     367     119    1,876     595    125    132
                                                                    2000       41,397   2,056      164       897      73      98     403    193     514     149    1,511     583    132    242
                                                                    1999       37,953   2,564      113       979      89    190      362    183     308     145    1,403     327    225    213
                                                                    1998       34,696   1,537         9    1,115    105       80     289    409     207     158    1,311     497    153    132
   F.     44
          52   Medications-administration, organization
               Other: Care                                                          1
                                                                                   30      85        58       80      35      56      30      53      56      65      44     100     69     54
   B.     13   Info. re rights, benefits, services                                 31       5        19        2      52      25      58      20      69      12      30      37     69      8
   L.     93   Offering inappropriate level of care                                32      59         2       35      52      10      69       1      69      29      68      32     18     11
   F.     51   Wandering-failure to accommodate/monitor                            33      17        40       24      16      16      42       3       3      29      39      42     36     31
   L.     90   Inadequate record-keeping                                           34       1        40       31      35      37      91      30      22      65      82      34     18     54
   D.     31   Privacy-telephone, visitors, couples, mail                          35      36         9       29      20      25      49      53      56      16      19      34     18     40
   L.     88   Administrator(s) unresponsive, unavailable                          36      85        58       29      52      56      68      39      22      29      59      10     26     24
   P.    128   Other: System/Others                                                37      85        58       94      35      56      69      88      69       7      44      70     11     54
    I.    66   Roommate conflict                                                   38      50        58       63      52      56      42      53      56      29      23      89     26     24
   K.     83   Odors                                                               39      22        58       27      52      16       9      43      27      16      59      48     69     54
   K.     86   Other: Environment                                                  40      39        40       80      52      37      26      12      56      65      49      53     69     54
   F.     49   Toileting                                                           41      50        58       44      52      56      21      67      36      65      39      65     11     40
   J.     76   Other: Dietary                                                      42      11        58       63      10      56      19      67      27      12     115      53     69     54
   F.     46   Physician Services                                                  43      26        40       48      52      56      63      67      69      65      56      53     36     54
   D.     25   Confinement in facility against will (Illegally)                    44      20        11       39      35      16      58      35      43      65      25      25     26     54
   C.     16   Admission contract or procedure                                     45      59         4       44      35      16      63      30      36      65      25      25     36      5
    I.    65   Community Interaction, Transportation                               46      50        58       39      52      56      40      39      69       7      21      37     36     31
   H.     61   Physical restraint-assessment, use, monitoring                      47       6        58       58      52      37      21      67      31      65      59      77     69     54
   D.     33   Response to complaints                                              48      79        58       55      52      56      19      53      43      65      49      70     18     24
   D.     32   Privacy in treatment, confidentiality                               49       7        58       51      52      56      42      67      36      16      44      48     69     54
   G.     53   Assistive devices or equipment                                      50      10        19       58      35      56      63      88      69      29      33      70     69     54
   J.     72   Snacks, time span between meals                                     51      23        58       39      52      56      32      43      27      65      93      77     36     40
   A.      2   Sexual abuse                                                        52      67        31       51      35      25      91      53      31      65      68      77     69     54
   C.     22   Room assignment/room change/intrafacility transfer                  53      59        40       39      35      16      34      88      43       7      39      77     36     54
   G.     56   Mental health psychosocial services                                 54      67         3       63      52      12      91      67      69      65      36      70     26     40
   J.     73   Temperature                                                         55      67        31       51      52      25      12      67      43      12      39      89     69     54
   F.     47   Pressure sores                                                      56      36        58       35      35      25      76      53      31      65      56      42     36     54
   D.     35   Other: Autonomy, Choice, Exercise of Rights, Privacy                57      79        31       63      20      56      54      88      31      29      93      77     69     54
   L.     87   Abuse Investigation/reporting                                       58      29        40       58      52      56      37      20      56      65      82      31     26     54
   K.     85   Supplies and linens                                                 59      19        58       33      52      56      30      53      18      65      68      53     36     54
   D.     34   Reprisal, retaliation                                               60      79        58       58      20      56      36      67      43      65      36      53     69     40
   L.     95   Other: Policies, Procedures, Attitudes, Resources                   60      50        58       76      20      56      91      53      43      29      93      70     69     54
   J.     74   Therapeutic diet                                                    62      41        58       35       8      56      27      30      43      65     115      37     36     54
   K.     81   Infection control                                                   63      42        58       63      52      37      41      67      36      29      82      34     36     54



                                                                                                Table B-9: p. 8
                                         Table B-9: Complaint Categories for Board and Care Facilities by State
                                                       In Order of National Frequency for FY 2003
                                                            Rank of Complaints by Category
              Complaint Categories/State                              All States   AK      AL        AR      AZ     CA      CO      CT        DC     DE     FL      GA      HI        IA
Group          See Table B-1 for Codes                   Total 2003       56,470    354     190        58    1,478 13,920   2,814     40       207     73   3,189   1,690        12     123
                                                               2002       49,463    234     130        46    1,476 11,686   2,969     97       230     59   1,438   1,918        35      92
                                                               2001       50,152    266     125        52      773 12,075   3,690    111       266     80   2,391   1,616         5      50
                                                               2000       41,397    188     132        71    1,662 8,419    2,580     60       198     27   2,044   1,252        31      37
                                                               1999       37,953    504       85       39    1,025 7,924    2,779     86        83     47   1,967   1,419        59       4
                                                               1998       34,696    289       56      168      902 8,894    1,440     26       158    147   2,489   1,173         6      11
   A. 7 Other: Abuse, Gross Neglect, Exploitation                             64     57       66       33       80     51      41     25        62     17      67      81        12      51
    P 117 Abuse/abandonment by family member/ friend/guardian or
                                                                             65      42        66       33     39     55      55         25      1     17     89      43         12     51
          while on visit out of facility, any other person.
   D. 28 Exercise right to refuse treatment                                  66      33        35       16     20     54      39         25     62     31     39      58         12     20
   J. 70 Fluid availability /hydration                                       67      42        66       33     94     64      75         25     62     31     58      58         12     51
   K. 80 Furnishings, storage for residents                                  67      75        35       33     94     59      97         11     62     31     82      50         12     51
   K. 82 Laundry-lost, condition                                             69      42        35       33     46     63      75         25     62     31     50      81         12     51
   E. 39 Other: Financial, Property (Except for Financial
                                                                             70      42        66       33     13     64     105         11     62     17     23      81         12     20
          Exploitation)
   C. 23 Other: Admission, Transfer, Discharge, Eviction                     71      75        66       33     33     49      75         25     62      9     53      76         12     51
   J. 69 Assistance in eating or assistive devices                           72      57        22       33    107     57      50          6     62     31     64      72         12     51
   B. 12 Info. re medical condition & treatment                              73      42        22       33     80     82      47         25     10     31     56      64         12     51
   B. 9 Access to ombuds/visitors                                            74      75        66       16     41     77      52         25      3     31     70      50         12     51
   O. 112 Denial of eligibility                                              75      57        35       33      9    105      90         25     62     17     97      81         12     20
   J. 75 Weight loss due to inadequate nutrition                             76      42        66       33     72     70      69         25     62     31     75      58         12     12
    I. 68 Other: Activities and Social Services                              77      75        66       33     29     77      87         25     62     31     58      64         12     51
   L. 94 Resident or family council/committee interfered with, not
                                                                             77      75        66       33     94    110      97         25     62     31      2     107         12     51
          supported
   P. 119 Board and care/similar facility licensing, regulation              79      75        66       33     66     80     105         25     42     31    107      23         12     20
   M. 102 Other: Staffing                                                    80       4        66       33     50     97      39         25     62     31     43      76         12     51
   P. 127 SSA                                                                81      75        66        6     80     74      75         25     62     31     70      64         12     51
   D. 30 Participate in care planning                                        82      42        35       16     50     83      55         25     42     11     70      94         12     51
   M. 96 Communication, language barrier                                     83      33        35       33     60     58      64         25     62     31     68      81         12     51
   D. 24 Choose personal physician, pharmacy                                 84      75        66       33     94     97      41         25     42     31     70      64         12     20
   L. 92 Operator inadequately trained                                       85      75        35       33     94     81      47         25     62     31     64      72         12     51
   L. 89 Grievance procedure                                                 85      75        22       33     94     95      61         25     62     31     46     107         12     20
   P. 118 Bed shortage-placement                                             87      57        66       33    116     50     111         25     62     31    107      94         12     51
   M. 99 Staff turn-over, overuse of nursing pools                           88      57        66       16     60     93      52         25     62     31     64     107         12     51
   B. 8 Access to own records                                                89      75        35       33    116     94     101         25     11     31     62      72         12     20
     I 67 Social services-availability/appropriateness                       90      75        35       33     80    108     111         25     30     31     89      81         12     51
   H. 62 Psychoactive drugs-assessment, use, evaluation                      91      75        66       33     80    100      87         25      7     31     85      81         12     20
   K. 84 Space for activities, dining                                        92      75        66       33    107     91     115         25     62     31     85      76         12     51
   O. 115 Services                                                           93      57        66       33     24     84      90         25     62     31    107      81         12     51
   G. 55 Dental Services                                                     94      75        66       33     72     86      64         25     62     31     95      94         12     51
   B. 15 Other: Access to Information                                        95      57        66       33     66     76      73         25     62     31     85     107         12     20


                                                                                          Table B-9: p. 9
                                         Table B-9: Complaint Categories for Board and Care Facilities by State
                                                       In Order of National Frequency for FY 2003
                                                            Rank of Complaints by Category
              Complaint Categories/State                              All States   ID         IL        IN        KS     KY      LA        MA     MD     ME     MI        MN     MO     MS
Group          See Table B-1 for Codes                   Total 2003       56,470   1,267        47           42    405   1,020        21    661    911    301     44       322    550     52
                                                               2002       49,463   1,198        78           35    337   1,276        35    568    936    376    182       681    349     63
                                                               2001       50,152     570        51           39    442     914        42    864    453    505    179       150    788    123
                                                               2000       41,397     611       112           20    377     801        22    626    337    631    247        82    431     98
                                                               1999       37,953     367        83           24    142     697         9    802    151    355    329        97    460    155
                                                               1998       34,696     380        65           38     11     633         3    673    108    223    221        96    377     47
   A. 44 Medications-administration, organization
   F. 7 Other: Abuse, Gross Neglect, Exploitation                              1
                                                                              64      75        32           27     26      76        14     81     42      9     36        53     48     33
    P 117 Abuse/abandonment by family member/ friend/guardian or
                                                                             65      53            11        27     42    110         14     81     50     62        36     53     69     33
          while on visit out of facility, any other person.
   D. 28 Exercise right to refuse treatment                                  66      35            32        27     32     36         14     47     72     42        36     16     87     33
   J. 70 Fluid availability /hydration                                       67      75            32        27     65     43          6     36     44     62         8     53     48     33
   K. 80 Furnishings, storage for residents                                  67      67            32        27     42     43         14     15     72     62        36     34     58     33
   K. 82 Laundry-lost, condition                                             69      67            32        27     86     57         14     47     58     62        36     81     22     12
   E. 39 Other: Financial, Property (Except for Financial
                                                                             70      92            11        27     86     76         14     60     50     33        36     34     34     33
          Exploitation)
   C. 23 Other: Admission, Transfer, Discharge, Eviction                     71      53            32        10     42     46         14     81     50     62        36     23     26     33
   J. 69 Assistance in eating or assistive devices                           72      81            32        27     42     57         14     47     58     62         8     34     34     33
   B. 12 Info. re medical condition & treatment                              73      38            32        10     65     65         14     47     44     62         8     34     58      5
   B. 9 Access to ombuds/visitors                                            74      61            11        27     18     50         14     60     50     62         8     81     58     33
   O. 112 Denial of eligibility                                              75      67            32        27     65     65         14     81     84     33        36     34     87     33
   J. 75 Weight loss due to inadequate nutrition                             76      67            32        27     42     94         14     60     72     62         8     81     69     33
    I. 68 Other: Activities and Social Services                              77      81            32        27     86     76         14     81     58     33        36     81     22     12
   L. 94 Resident or family council/committee interfered with, not
                                                                             77      99            32        27     32    110         14     81     84     62        36     81     69     33
          supported
   P. 119 Board and care/similar facility licensing, regulation              79     111            11        27     86     32         14     81     58     62        36     81     87     12
   M. 102 Other: Staffing                                                    80      61            32        10     42     57         14     60     72     13        36     81     34     33
   P. 127 SSA                                                                81      81            11        27     86     76         14     31     72     62        36     53     48     33
   D. 30 Participate in care planning                                        82      53            11        27     42    110         14     81     30     42        36     53     69     33
   M. 96 Communication, language barrier                                     83      99            32        27     86     76         14     60     58     62        36     81     69     33
   D. 24 Choose personal physician, pharmacy                                 84      92            11        27     86     57         14     81     84     62        36     23     31     33
   L. 92 Operator inadequately trained                                       85      81            32        27     14     76         14     81     84     62        36     34     87     33
   L. 89 Grievance procedure                                                 85      81            32        27     32     94         14     81     84     62        36     53     48     33
   P. 118 Bed shortage-placement                                             87     111            11        27     86     25         14     81    103     62        36     81     87     33
   M. 99 Staff turn-over, overuse of nursing pools                           88      61            11        27     65     94         14     60     58     62         8     81     69     33
   B. 8 Access to own records                                                89      81            32        27     26     65         14     81     72     62        36     53     34     33
     I 67 Social services-availability/appropriateness                       90     111            32        27     21     36         14     42     84     62        36     23     26     12
   H. 62 Psychoactive drugs-assessment, use, evaluation                      91      67            32        27     65     57         14     81     72     42         8     53     87     33
   K. 84 Space for activities, dining                                        92      99            32        27     86     50         14     60     84     62        36     81     87     33
   O. 115 Services                                                           93      81            32        27     86     76         14     60     84     62        36     53     69     33
   G. 55 Dental Services                                                     94      75            32        27     86     76         14     25    103     62        36     81     48     33
   B. 15 Other: Access to Information                                        95      81            32        10     86    110         14     60     72     42        36     53     58     33


                                                                                           Table B-9: p. 10
                                         Table B-9: Complaint Categories for Board and Care Facilities by State
                                                       In Order of National Frequency for FY 2003
                                                            Rank of Complaints by Category
              Complaint Categories/State                              All States   MT       NC       ND      NE     NH     NJ      NM      NV      NY      OH      OK     OR      PA
Group          See Table B-1 for Codes                   Total 2003       56,470    413     1,311     249     299     24    667      850   3,912   2,958   1,031    226   1,980   1,533
                                                               2002       49,463    261     1,123     216      82    130    862      860   2,819   1,807     957    152   1,954   2,130
                                                               2001       50,152    181     1,117     194      33    169    558    1,176   2,479   2,565     738    101   2,690   2,337
                                                               2000       41,397    305     1,209     197      85    246    436      718   2,093   2,346     717    105   2,591   2,238
                                                               1999       37,953    146       942     100      48    131    269      618   1,717   1,886     554     85   2,303   2,361
                                                               1998       34,696     74       550      50      93    159    198      692   1,477   1,407     470     95   2,458   2,337
   A. 44 Medications-administration, organization
   F. 7 Other: Abuse, Gross Neglect, Exploitation                              1
                                                                              64     93        98      70      58     17      71      77       8      91     102     62     103      45
    P 117 Abuse/abandonment by family member/ friend/guardian or
                                                                             65      93        98       21     20     17     13      52      46     119      30      62     83      88
          while on visit out of facility, any other person.
   D. 28 Exercise right to refuse treatment                                  66      59        77       42     38     17     35      77      59      85      42      35     63      67
   J. 70 Fluid availability /hydration                                       67      27        77       42     58     17     71      41      41      46      67      62     71      78
   K. 80 Furnishings, storage for residents                                  67      80        52       70     58     17     42      91      87      24      67      62     57      56
   K. 82 Laundry-lost, condition                                             69      80        77       70     58     17     55      41     100      24      67      62     45      48
   E. 39 Other: Financial, Property (Except for Financial
                                                                             70      93        42       70     38     17     71      91      76      46      27      47    103      22
          Exploitation)
   C. 23 Other: Admission, Transfer, Discharge, Eviction                     71      93        30       70     58     17     71      91     100      51      27      18    103      48
   J. 69 Assistance in eating or assistive devices                           72      46        69       70     58     17     42      52      41      42      50      47     40      78
   B. 12 Info. re medical condition & treatment                              73      59        25       70     58     17     30      77      87      42      76      62     63      48
   B. 9 Access to ombuds/visitors                                            74      39        58       70     58     17     71      33      68      48      76      25     36      61
   O. 112 Denial of eligibility                                              75      59        86       42      1     17     71      91     100     107      88      62      3     114
   J. 75 Weight loss due to inadequate nutrition                             76      27        47       32     58     17     30      22      38      70      50      62     57      61
    I. 68 Other: Activities and Social Services                              77      93        98       70     58     17     71      91     100      12      50      62    103      88
   L. 94 Resident or family council/committee interfered with, not
                                                                             77      59        98       70     58     17     55      91     100      79      88      62     89      78
          supported
   P. 119 Board and care/similar facility licensing, regulation              79      93        98       32     58     17     71      91      12     107      50      62     89      88
   M. 102 Other: Staffing                                                    80      93        58       70     58     17     71      77     100      77      50      62    103      37
   P. 127 SSA                                                                81      80        86       70     58     17     71      91      63      67      76      62     67      67
   D. 30 Participate in care planning                                        82      80        98       42     58     17     55      91      68      79      76      47     67      88
   M. 96 Communication, language barrier                                     83      93        98       42     58     17     42      33      68      96     102      62     73      67
   D. 24 Choose personal physician, pharmacy                                 84      59        77       32     58     17     55      77      87      70      42      62     73      56
   L. 92 Operator inadequately trained                                       85      27        58       70     38     17     71      64      76      96      88      47    103      78
   L. 89 Grievance procedure                                                 85      59        12       32     38     17     71      91      76      88     102      35     83      67
   P. 118 Bed shortage-placement                                             87      59        86       70     58     17     71      64      87     119      21      62     57     114
   M. 99 Staff turn-over, overuse of nursing pools                           88      39        47       42     58     17     71      52      87     107      76      25     83      78
   B. 8 Access to own records                                                89      46        69       42     58     17     42      77     100      70      88      62     63      56
     I 67 Social services-availability/appropriateness                       90      93        42       70     58     17     55      52      63      57      76      62     89      61
   H. 62 Psychoactive drugs-assessment, use, evaluation                      91      46        56       70     58     17     55      41      62      48     102      62     73     101
   K. 84 Space for activities, dining                                        92      46        86       32     58     17     55      52     100      70     102      62     73      88
   O. 115 Services                                                           93      93        98       70     22     17     71      91      87     107     102      62     33     101
   G. 55 Dental Services                                                     94      93        98       70     58     17     71      91      68      61      76      62     63      88
   B. 15 Other: Access to Information                                        95      93        98       70     38     17     71      91     100      67      88      62    103      67


                                                                                          Table B-9: p. 11
                                         Table B-9: Complaint Categories for Board and Care Facilities by State
                                                       In Order of National Frequency for FY 2003
                                                            Rank of Complaints by Category
              Complaint Categories/State                              All States   PR        RI       SC      SD      TN      TX      UT      VA      VT      WA      WI      WV     WY
Group          See Table B-1 for Codes                   Total 2003       56,470   2,592      267     1,478    149     165    2,347    527     422     151    1,523   1,209    179    217
                                                               2002       49,463   2,251      375     1,340      96    240    1,654    637     451     157    1,633     412    129    211
                                                               2001       50,152   2,392      254     1,018    112     109    1,739    356     367     119    1,876     595    125    132
                                                               2000       41,397   2,056      164       897      73      98     403    193     514     149    1,511     583    132    242
                                                               1999       37,953   2,564      113       979      89    190      362    183     308     145    1,403     327    225    213
                                                               1998       34,696   1,537         9    1,115    105       80     289    409     207     158    1,311     497    153    132
   A. 44 Medications-administration, organization
   F. 7 Other: Abuse, Gross Neglect, Exploitation                              1
                                                                              64      85        31       63      10      56      69      88      69      65      36     100     69     54
    P 117 Abuse/abandonment by family member/ friend/guardian or
                                                                             65      59         12       58     20      37      42       8      69      29      49      29      69     11
          while on visit out of facility, any other person.
   D. 28 Exercise right to refuse treatment                                  66      85         19       63     20      56      49      88      69      65      59      37      69     54
   J. 70 Fluid availability /hydration                                       67      32         58       35     52      37      16      35      56      29      72      53      69     54
   K. 80 Furnishings, storage for residents                                  67      15         58       55     52      56      91      67      43      29      56      77      69     54
   K. 82 Laundry-lost, condition                                             69      50         58       48     52      25      32      39      69      29      49      70      69     31
   E. 39 Other: Financial, Property (Except for Financial
                                                                             70      85         40       80     10      56      76      67      69       7      59      89      69     54
          Exploitation)
   C. 23 Other: Admission, Transfer, Discharge, Eviction                     71      85         58       94     35      56      54      43      43      29      82      48      69     54
   J. 69 Assistance in eating or assistive devices                           72      67         58       44     52      56      39      43      69      65      72      42      69     54
   B. 12 Info. re medical condition & treatment                              73      67         58       39     35      56      42      53      15      29      44      65      18     54
   B. 9 Access to ombuds/visitors                                            74      28         58       94     52      25      76      53      56      29      82     100      69     54
   O. 112 Denial of eligibility                                              75      85         40       94     52      37      91      67      69      29      49     100      36     54
   J. 75 Weight loss due to inadequate nutrition                             76      50         58       44     52      56      58      28      56      29     115      89      36     54
    I. 68 Other: Activities and Social Services                              77      85         58       76     52      56      69      53      56      29      39      77      69     54
   L. 94 Resident or family council/committee interfered with, not
                                                                             77      85         58       94     52      56      63      88      69      65      82     113      69     54
          supported
   P. 119 Board and care/similar facility licensing, regulation              79      59         58       51     52      12     108      67      69      65      72     113      69     40
   M. 102 Other: Staffing                                                    80      85         58       80     52      56      58      39      43      65     115      48      69     54
   P. 127 SSA                                                                81      67         19       80     52      37      76      88      69      16      35      89      36      3
   D. 30 Participate in care planning                                        82      79         31       94     52      56      81      88      69      65      16      42      69     54
   M. 96 Communication, language barrier                                     83      85         58       94     52      56      63      53      69      65      93      53      36     54
   D. 24 Choose personal physician, pharmacy                                 84      85         58       80     52      56      49      67      69      16      72      32      36     40
   L. 92 Operator inadequately trained                                       85      43         58       94     52      56      81      88      69      65      59      42      36     24
   L. 89 Grievance procedure                                                 85      85         58       80     35      37      91      43      69      65     102      77      69     31
   P. 118 Bed shortage-placement                                             87      67         40       48     52      56     108      88      69      65     115      89      69     40
   M. 99 Staff turn-over, overuse of nursing pools                           88      79         58       63     35      56     108      30      69      65      49      70      69     54
   B. 8 Access to own records                                                89      85         40       63     52      56      69      88      69      65      49      89      36     54
     I 67 Social services-availability/appropriateness                       90      59         58       94     52      56     108      88      69      65      72      65      69      4
   H. 62 Psychoactive drugs-assessment, use, evaluation                      91      48         58       80     52      56     108      88      69      65      93      53      69     54
   K. 84 Space for activities, dining                                        92      21         58       94     52      56      58      88      69      65      72     100      69     40
   O. 115 Services                                                           93      85         31       80     52      56      91      88      69      65      44     113      36     31
   G. 55 Dental Services                                                     94      67         31       94     52      56      81      88      56      65     115      77      36     54
   B. 15 Other: Access to Information                                        95      85         58       94     52      56      81      53      56      29     102     100      69     54


                                                                                           Table B-9: p. 12
                                              Table B-9: Complaint Categories for Board and Care Facilities by State
                                                            In Order of National Frequency for FY 2003
                                                                 Rank of Complaints by Category
                 Complaint Categories/State                                   All States   AK       AL       AR      AZ     CA      CO      CT     DC     DE     FL      GA      HI        IA
Group              See Table B-1 for Codes                       Total 2003       56,470    354      190       58    1,478 13,920   2,814     40    207     73   3,189   1,690        12     123
                                                                       2002       49,463    234      130       46    1,476 11,686   2,969     97    230     59   1,438   1,918        35      92
                                                                       2001       50,152    266      125       52      773 12,075   3,690    111    266     80   2,391   1,616         5      50
                                                                       2000       41,397    188      132       71    1,662 8,419    2,580     60    198     27   2,044   1,252        31      37
                                                                       1999       37,953    504        85      39    1,025 7,924    2,779     86     83     47   1,967   1,419        59       4
                                                                       1998       34,696    289        56     168      902 8,894    1,440     26    158    147   2,489   1,173         6      11
   D.    29   Language barrier in daily routine                                       96     75        35      16       66     67     115     25     62     31      75     107        12      51
   G.    58   Therapies-physical, occupational, speech                                96     75        66      33       80     95      83     25     62     31      97      94        12      51
   P.   126   Protective Service Agency                                               98     75        66      33       72    105     121     25     17     11     107      81        12      51
   C.    18   Bed hold-written notice, refusal to readmit                             99     75        66      33      116     89     115     11     21     17      82      94        12      51
   L.    91   Insufficient funds to operate                                          100     75        66      33       80    105     108     25     62     31      58      81        12      51
   N.   105   Decertification/closure                                                100     75        66      16       50    112     105     25     62     31     107     107        12      51
   O.   113   Non-covered service                                                    102     75        66      33       46     89      97     25     62     31     107     107        12      51
   G.    59   Vision and hearing                                                     103     75        66      33       94    103     111     25     30     31      97     107        12      51
   C.    20   Discrim. in admission due to condition                                 103     75        22      16      107     84     101     11     42     31      97     107        12      51
   G.    57   Range of motion/ambulation                                             105     75        66      33       80    114      97     25     62     31      92     107        12      51
   O.   111   Access to information, application                                     106     75        35      33       37    110     108     25     11     31     107      94        12      51
   O.   114   Personal Needs Allowance                                               107     75        66      33       60    101      90     25     62     31      97      76        12      51
   P.   125   Respondent's physician not available                                   108     75        66      33       94     92     101     25     62     31      85     107        12      51
   B.    11   Info. re advance directive                                             109     75        66      33      116    122     121     25     62     31      97     107        12      51
   P.   123   Medicare                                                               110     75        66      33       80    118      83     25     62     31     107      81        12      51
   F.    50   Tubes-neglect of catheter, NG tube                                     111     57        66      33       94     99     121     25     62     31      97      94        12      51
   F.    43   Contracture                                                            112     75        66      33       94     88     101     25     62     31      92     107        12      51
   G.    54   Bowel & bladder training                                               113     75        66      33      116    108      83     25     62     31     107     107        12      51
   N.   104   Complaint, response to                                                 114     75        66      33      107    128     115     25      7     31      95      94        12      20
   C.    17   Appeal process-absent, not followed                                    115     75        66      33       94    122      90     11     42     31     107     107        12      51
   B.    10   Access to facility survey                                              116     75        66      33      116    118     128     25     21     31     107      81        12      51
   N.   109   Transfer or eviction hearing                                           117     75        66      33      116    118      90     25     21     31     107     107        12      51
   B.    14   Info. communicated in understandable language                          118     75        66      33      107    101     121     25     62     31     107      94        12      51
   O.   116   Other: State Medicaid Agency                                           118     75        66      33       41    127      90     25     62     31     107     107        12      51
   N.   107   Survey process                                                         120     75        35      33       94    116     108     25     62     31     107     107        12      51
   N.   103   Access to information                                                  121     75        66      33      116    112     121     25     30     31     107      64        12      51
   N.   110   Other: Certification/Licensing Agency                                  122     57        66      33      107    116      87     25     62     31     107     107        12      51
   C.    21   Discrim. in admission: Medicaid status                                 123     75        66      33       80    122     115     25     62     31      97      94        12      51
   H.    63   Other: Restraints - Chemical and Physical                              123     75        66      33      107    118      69     25     62     31     107      94        12      51
   G.    60   Other: Rehabilitation or Maintenance of Function                       125     75        66      33      107    115     115     25     62     31      97      94        12      51
   N.   106   Intermediate sanctions                                                 126     75        66      33      116    103     121     25     62     31     107     107        12      51
   N.   108   Survey Process-ombudsman participation                                 127     75        66      33      116    122     111     25     62     31     107     107        12      51
   P.   124   PASARR                                                                 128     75        66      33      116    126     121     25     42     31     107     107        12      51




                                                                                                  Table B-9: p. 13
                                              Table B-9: Complaint Categories for Board and Care Facilities by State
                                                            In Order of National Frequency for FY 2003
                                                                 Rank of Complaints by Category
                 Complaint Categories/State                                   All States   ID         IL       IN        KS     KY      LA        MA     MD     ME     MI     MN     MO     MS
Group              See Table B-1 for Codes                       Total 2003       56,470   1,267        47          42    405   1,020        21    661    911    301     44    322    550     52
                                                                       2002       49,463   1,198        78          35    337   1,276        35    568    936    376    182    681    349     63
                                                                       2001       50,152     570        51          39    442     914        42    864    453    505    179    150    788    123
                                                                       2000       41,397     611       112          20    377     801        22    626    337    631    247     82    431     98
                                                                       1999       37,953     367        83          24    142     697         9    802    151    355    329     97    460    155
                                                                       1998       34,696     380        65          38     11     633         3    673    108    223    221     96    377     47
   F.
   D.    44
         29   Medications-administration, organization
              Language barrier in daily routine                                        1
                                                                                      96     111        32          27     86     110        14     81     84     62     36     53     87     33
   G.    58   Therapies-physical, occupational, speech                                96      67        32          27     42      76        14     60     84     62     36     34     48     33
   P.   126   Protective Service Agency                                               98     111        32          27     65      94        14     81     72     62     36     81     87     33
   C.    18   Bed hold-written notice, refusal to readmit                             99     111        32          27     86      94        14     47     84     62      8     23     69     33
   L.    91   Insufficient funds to operate                                          100      99        32          27     32     110        14     60    103     62     36     53     87     33
   N.   105   Decertification/closure                                                100      99        32          27     42       8        14     81    103     62      8     81     87     33
   O.   113   Non-covered service                                                    102      99        11          27     86      94        14     60     84     42     36     81     87     33
   G.    59   Vision and hearing                                                     103      81        32          27     65      65        14     25     84     42     36     81     69     33
   C.    20   Discrim. in admission due to condition                                 103      92        32          27     42      94        14     81    103     62     36     16     87     33
   G.    57   Range of motion/ambulation                                             105      92        32          27     86      76        14     42    103     62     36     34     87     33
   O.   111   Access to information, application                                     106      32        32          27     42      76        14     81     84     62     36     53     87     33
   O.   114   Personal Needs Allowance                                               107      99        32          27     86      94        14     29    103     62     36     53     87     33
   P.   125   Respondent's physician not available                                   108     111        32          27     86      76        14     81     84     62     36     81     58     33
   B.    11   Info. re advance directive                                             109      45        32          27     42     110        14     81     84     62     36     34     87     33
   P.   123   Medicare                                                               110      81         2          27     65      94        14     81    103     42     36     81     69     33
   F.    50   Tubes-neglect of catheter, NG tube                                     111      75        32          27     86     110        14     81     84     62     36     81     69     33
   F.    43   Contracture                                                            112     111        32          27     86     110        14     81    103     62      8     81     87     33
   G.    54   Bowel & bladder training                                               113      99        32          27     86      76        14     47    103     62     36     81     87     33
   N.   104   Complaint, response to                                                 114     111        32          27     26      94        14     81    103     62     36     81     87     33
   C.    17   Appeal process-absent, not followed                                    115     111        32          27     42     110        14     81    103     62      8     81     87     33
   B.    10   Access to facility survey                                              116     111        32          27     86     110        14     81    103     62     36     81     87     33
   N.   109   Transfer or eviction hearing                                           117      99        32          27     42     110        14     81    103     62     36     14     87     33
   B.    14   Info. communicated in understandable language                          118      92        32          27     86     110         6     81    103     62     36     81     87     33
   O.   116   Other: State Medicaid Agency                                           118      99        32          27     65      65        14     81    103     17     36     53     87     33
   N.   107   Survey process                                                         120      99        32          27     65     110        14     81     84     62     36     81     87     33
   N.   103   Access to information                                                  121     111        32          27     86     110        14     81     84     62     36     81     87     33
   N.   110   Other: Certification/Licensing Agency                                  122     111        32          27     86     110        14     81    103     62     36     53     87     33
   C.    21   Discrim. in admission: Medicaid status                                 123     111        32          27     42     110        14     81    103     62     36     81     87     33
   H.    63   Other: Restraints - Chemical and Physical                              123      99        32          27     86      94        14     81    103     62     36     81     87     33
   G.    60   Other: Rehabilitation or Maintenance of Function                       125     111        11          27     86      76        14     81    103     62     36     53     87     33
   N.   106   Intermediate sanctions                                                 126     111        32          27     42     110        14     81    103     62     36     81     87     33
   N.   108   Survey Process-ombudsman participation                                 127     111        32          27     86      65        14     81    103     62     36     81     87     33
   P.   124   PASARR                                                                 128     111        32          27     86     110        14     81    103     62     36     81     87     33




                                                                                                   Table B-9: p. 14
                                              Table B-9: Complaint Categories for Board and Care Facilities by State
                                                            In Order of National Frequency for FY 2003
                                                                 Rank of Complaints by Category
                 Complaint Categories/State                                   All States   MT       NC       ND      NE     NH     NJ      NM      NV      NY      OH      OK     OR      PA
Group              See Table B-1 for Codes                       Total 2003       56,470    413     1,311     249     299     24    667      850   3,912   2,958   1,031    226   1,980   1,533
                                                                       2002       49,463    261     1,123     216      82    130    862      860   2,819   1,807     957    152   1,954   2,130
                                                                       2001       50,152    181     1,117     194      33    169    558    1,176   2,479   2,565     738    101   2,690   2,337
                                                                       2000       41,397    305     1,209     197      85    246    436      718   2,093   2,346     717    105   2,591   2,238
                                                                       1999       37,953    146       942     100      48    131    269      618   1,717   1,886     554     85   2,303   2,361
                                                                       1998       34,696     74       550      50      93    159    198      692   1,477   1,407     470     95   2,458   2,337
   F.
   D.    44
         29   Medications-administration, organization
              Language barrier in daily routine                                        1
                                                                                      96     80        86      70      58     17      35      64      59      96     102     47      97     101
   G.    58   Therapies-physical, occupational, speech                                96     59        56      70      38     17      42      77      63      89      88     62      53      78
   P.   126   Protective Service Agency                                               98     80        98      70      38     17      71      91     100      94      88     62      21      88
   C.    18   Bed hold-written notice, refusal to readmit                             99     93        77      42      58     17      71      64     100      79     102     62      67      88
   L.    91   Insufficient funds to operate                                          100     59        98      70      58     17      71      52      68      96     102     35     103      67
   N.   105   Decertification/closure                                                100     59        98      70      58     17      71      91      76     119      67     62     103      88
   O.   113   Non-covered service                                                    102     59        86      32       3     17      71      91     100      96     102     62      83     114
   G.    59   Vision and hearing                                                     103     80        98      70      58     17      71      77      76      41      76     62      57      88
   C.    20   Discrim. in admission due to condition                                 103     80        98      42      58     17      71      77      87      70     102     62     103      78
   G.    57   Range of motion/ambulation                                             105     59        69      70      58     17      71      64     100      85      42     62      73     101
   O.   111   Access to information, application                                     106     59        86      42      58     17      71      91     100      96     102     62      50     114
   O.   114   Personal Needs Allowance                                               107     80        77      70      58     17      71      91     100      70     102     62      67     101
   P.   125   Respondent's physician not available                                   108     93        58      70      58     17      71      91     100     107     102     62      73     114
   B.    11   Info. re advance directive                                             109     46        98      70      58     17      71      91      87      63     102     62     103     101
   P.   123   Medicare                                                               110     93        86      70      58     17      71      91     100      85      88     62      73     114
   F.    50   Tubes-neglect of catheter, NG tube                                     111     93        98      70      58     17      71      64      59     119      76     62      73      88
   F.    43   Contracture                                                            112     93        69      70      38     17      71      91      87      96      88     62      97     101
   G.    54   Bowel & bladder training                                               113     59        98      42      58     17      71      77     100     107     102     62      83     114
   N.   104   Complaint, response to                                                 114     23        77      42      38     17      71      91      76      96     102     62      97     101
   C.    17   Appeal process-absent, not followed                                    115     13        98      70      58     17      71      33     100      96     102     62     103      78
   B.    10   Access to facility survey                                              116     59        98      70      58     17      71      91     100      51      88     62      89     114
   N.   109   Transfer or eviction hearing                                           117     27        86      70      58     17      71      77      87     107      88     62      89     114
   B.    14   Info. communicated in understandable language                          118     80        98      70      58     17      71      91      87     119     102     35      89     101
   O.   116   Other: State Medicaid Agency                                           118     93        98      70      58     17      71      91     100     107      88     62     103     101
   N.   107   Survey process                                                         120     46        77      42      58     17      71      77     100      91     102     62     103     114
   N.   103   Access to information                                                  121     46        98      70      38     17      71      91     100      94     102     62      89     114
   N.   110   Other: Certification/Licensing Agency                                  122     93        98      70      58     17      71      91     100     107     102     62     103      67
   C.    21   Discrim. in admission: Medicaid status                                 123     93        86      70      58     17      42      91      87     119     102     62     103      88
   H.    63   Other: Restraints - Chemical and Physical                              123     93        98      70      58     17      71      91     100     119     102     62     103      78
   G.    60   Other: Rehabilitation or Maintenance of Function                       125     93        98      70      58     17      71      91     100      96     102     62     103     101
   N.   106   Intermediate sanctions                                                 126     93        86      70      58     17      71      91     100     119     102     62      97     114
   N.   108   Survey Process-ombudsman participation                                 127     93        98      70      58     17      71      91     100     107     102     62     103     114
   P.   124   PASARR                                                                 128     93        86      70      26     17      71      91     100     107      88     62     103     114




                                                                                                  Table B-9: p. 15
                                              Table B-9: Complaint Categories for Board and Care Facilities by State
                                                            In Order of National Frequency for FY 2003
                                                                 Rank of Complaints by Category
                 Complaint Categories/State                                   All States   PR        RI       SC      SD      TN      TX      UT      VA      VT      WA      WI      WV     WY
Group              See Table B-1 for Codes                       Total 2003       56,470   2,592      267     1,478    149     165    2,347    527     422     151    1,523   1,209    179    217
                                                                       2002       49,463   2,251      375     1,340      96    240    1,654    637     451     157    1,633     412    129    211
                                                                       2001       50,152   2,392      254     1,018    112     109    1,739    356     367     119    1,876     595    125    132
                                                                       2000       41,397   2,056      164       897      73      98     403    193     514     149    1,511     583    132    242
                                                                       1999       37,953   2,564      113       979      89    190      362    183     308     145    1,403     327    225    213
                                                                       1998       34,696   1,537         9    1,115    105       80     289    409     207     158    1,311     497    153    132
   F.
   D.    44
         29   Medications-administration, organization
              Language barrier in daily routine                                        1
                                                                                      96      85        58       94      52      56      49      88      69      65     115     113     69     54
   G.    58   Therapies-physical, occupational, speech                                96      85        58       80      52      37      81      67      69      65      72      53     69     54
   P.   126   Protective Service Agency                                               98      67        40       94      52      37     108      88      69      65     102      53     26      5
   C.    18   Bed hold-written notice, refusal to readmit                             99      85        40       63      52      56      91      67      69      29      59      65     69     54
   L.    91   Insufficient funds to operate                                          100      79        58       80      52      56     108      35      69      29      82      22     26     54
   N.   105   Decertification/closure                                                100      85        58       94      52      16      91      88      69       5      72      42     36     54
   O.   113   Non-covered service                                                    102      85        40       94      52      56     108      88      69      65     102     113     36     11
   G.    59   Vision and hearing                                                     103      85        58       76      52      56     108      88      56      29     102     100     69     54
   C.    20   Discrim. in admission due to condition                                 103      85        58       63      52      25     108      88      43      29      82      77     69     54
   G.    57   Range of motion/ambulation                                             105      39        58       94      52      56      76      88      56      29      82      53     69     54
   O.   111   Access to information, application                                     106      85        40       80      52      56      91      88      69      65     102     113     36     54
   O.   114   Personal Needs Allowance                                               107      85        58       63      52      56      81      88      69      65      93     113     36     54
   P.   125   Respondent's physician not available                                   108      67        58       76      52      56      91      88      69      65      93     100     36     54
   B.    11   Info. re advance directive                                             109      85        58       94      52      56      91      67      69       1     115      77     69     54
   P.   123   Medicare                                                               110      85        40       80      52      56      91      88      69      29      59     113     69     19
   F.    50   Tubes-neglect of catheter, NG tube                                     111      67        58       94      52      56      91      67      69      65      82     113     36     54
   F.    43   Contracture                                                            112      85        58       94      52      56     108      88      69      65     102      89     69     54
   G.    54   Bowel & bladder training                                               113      85        58       94      52      56      37      88      69      65      82     113     69     54
   N.   104   Complaint, response to                                                 114      85        58       94      52      56      69      43      69      65      93     100     36     19
   C.    17   Appeal process-absent, not followed                                    115      85        31       94      52      37      81      88      69      29     115      65     69     54
   B.    10   Access to facility survey                                              116      59        58       94      52      56      91      53      69      29     102     100     69     54
   N.   109   Transfer or eviction hearing                                           117      85        58       94      52      56     108      88      69      65     115     113     69     24
   B.    14   Info. communicated in understandable language                          118      85        58       94      52      56     108      67      69      65      93     100     69     54
   O.   116   Other: State Medicaid Agency                                           118      85        58       94      52      56     108      88      69      65     102     113     69     54
   N.   107   Survey process                                                         120      85        40       94      52      56     108      88      69      29     115     100     69     31
   N.   103   Access to information                                                  121      85        58       94      52      37      91      67      69      65     102     113     69     54
   N.   110   Other: Certification/Licensing Agency                                  122      85        58       80      52      37      81      67      69      65     115      89     69     54
   C.    21   Discrim. in admission: Medicaid status                                 123      85        58       94      52      56      81      88      69      65      72      89     69     54
   H.    63   Other: Restraints - Chemical and Physical                              123      85        58       94      52      56     108      88      69      65     102     100     69     54
   G.    60   Other: Rehabilitation or Maintenance of Function                       125      85        58       94      52      56     108      88      69      65     102      89     69     54
   N.   106   Intermediate sanctions                                                 126      85        58       94      52      56     108      88      69      65     102     113     69     54
   N.   108   Survey Process-ombudsman participation                                 127      85        12       94      52      56     108      88      69      65     115     113     69     54
   P.   124   PASARR                                                                 128      85        58       94      52      56     108      88      69      65     115     113     69     54




                                                                                                   Table B-9: p. 16

								
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