Establishment of the Centralized Consumer Response Unit and Consumer Complaints – Cal. Health & Safety Code §1419

The Department of Health must establish a centralized consumer response unit within the Licensing and Certification Division to respond to consumer grievances on health care quality.  The consumer response unit may respond to consumer concerns, mediate discussions between consumers and long term care facilities, and by initiating investigations of the facilities.  The Department may not release the name of the consumer or person making the complaint, the substance of the complaint, or a copy of the complaint, to the care facility.