Cool Line

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The Nebraska Health Care Association’s (NHCA) Cool Line assists long term care facility residents, family members, employees, and citizens in addressing concerns or complaints that they are not comfortable sharing with a facility or have attempted to resolve with dissatisfactory results.

The Cool Line is a NHCA member benefit available for promotion by both nursing and assisted living facilities. It is not intended to replace, but augment, the requirement for facilities to implement a process for addressing complaints and grievances received from residents, employees, and others.

After a concern or complaint has been received through the Cool Line, NHCA’s Executive Director will assign the case to the appropriate NHCA staff person--the Director of Education, Coordinator of Assisted Living, or Long Term Care Workforce Institute Director. This staff person will then discuss the issue with the complainant to aid in resolution. The process allows the complainant to remain anonymous and the information to remain confidential.

NHCA staff may also provide the complainant with other resources that could assist them in addressing the problem or concern, e.g., Long Term Care Ombudsman, Health and Human Services-Regulation and Licensure, Adult Protective Services.

If the concern or complaint needs to be discussed with the appropriate facility staff, NHCA staff will request the verbal permission from the complainant to do so.

Information gathered during a Cool Line call will be maintained for one year from the date of the initial call.

COOL LINE

(402) 435-3551

Nebraska Health Care Association
Attention: Cool Line
3900 N.W. 12th Street, Suite 100
Lincoln, NE 68521

CoolLine@nehca.org

3900 NW 12th St Suite 100 Lincoln NE 68521
Phone: (402) 435-3551 Fax: (402) 475-6289

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