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Resolve a grievance when the investigation, follow-up, and required communication are complete.

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Before resolving

Confirm that the record includes:
  • The concern summary
  • Follow-up notes or actions taken
  • Investigation findings
  • Actions taken or planned
  • Resident or representative communication, when applicable

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Complete the resolution

  1. Open the grievance.
  2. Go to the resolution section.
  3. Enter the investigation summary.
  4. Enter findings.
  5. Enter actions taken.
  6. Add the resolved date.
  7. Record who was notified and when.
  8. Save the resolution.

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Reopen if needed

If new information arrives after resolution, reopen the grievance and continue the timeline.

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Resolution quality

A clear resolution should answer what the concern was, what the facility reviewed, what the facility found, what action was taken or planned, and who was notified. This is especially important when records are reviewed later by leadership, QAPI, or survey teams.