DSHS To Streamline Complaint Investigation Processes for Facility-Reported Incidents

Washington State Department of Social and Health Services (DSHS) is preparing to launch a pilot program in July 2026 for all assisted living facilities who wish to participate. During the six-month pilot, DSHS complaint investigators will change the way they respond to facility-initiated mandatory reporting calls to the Complaint Resolution Unit (CRU).  State complaint investigators will conduct “desk reviews” of the facility’s initial report and subsequent investigation findings to determine if an onsite visit is warranted.  This new practice will decrease the number of onsite complaint investigations the facility receives.

WHCA has created a brief video introducing the idea of the Facility Reported Incident (FRI) pilot program that will be launched next summer; you can watch the video here to learn more about its implications in your facility.

WHCA is working with DSHS and LeadingAge Washington to offer additional training on this pilot, likely in May 2026.  For more questions, please call Vicki McNealley at 360-352-3304 extension 107 or email her at [email protected].