Arizona Department of Health Services addresses staffing issues amid rising complaints

In a tense meeting of the Joint Legislative Audit Committee on March 28, 2025, Arizona lawmakers scrutinized the Department of Health Services (DHS) regarding its handling of complaints against nursing care institutions. The session, marked by urgency and frustration, highlighted ongoing issues with staff retention, complaint management, and bureaucratic delays in signing a critical data access agreement with the federal government.

Tom Salo, the assistant director for licensing at DHS, reported that the department had received over 6,700 complaints in the current fiscal year, averaging more than 560 per month. Most complaints originated from residents and their families, raising concerns about the quality of care in nursing facilities. Despite the high volume of complaints, Salo noted that the department had made strides in improving its response times and prioritizing high-risk cases, with 45% of complaints now classified as urgent.

However, the committee expressed frustration over the slow progress in implementing recommendations from previous audits. Since 2019, the DHS had received multiple recommendations aimed at improving its operations, yet many remained unaddressed. Lawmakers pressed for accountability, questioning why it had taken so long to act on these critical issues, especially given the potential risks to vulnerable populations.

A significant point of contention was the delay in finalizing a data access agreement with the Centers for Medicare & Medicaid Services (CMS). This agreement is essential for the DHS to share information with the Auditor General's office, which is crucial for oversight and ensuring compliance with care standards. Lawmakers were adamant that the agreement, which had been under legal review for over a month, needed to be signed promptly to facilitate better oversight of nursing facilities.

The urgency of the situation was palpable as committee members demanded clarity on the barriers preventing the agreement's finalization. They emphasized the importance of timely investigations into complaints, particularly in light of the rising number of cases. The meeting concluded with a commitment from DHS representatives to provide an update on the status of the agreement by the following Monday, underscoring the ongoing struggle between bureaucratic processes and the urgent need for effective oversight in Arizona's nursing care system.

As the committee prepares for future discussions, the pressure mounts on the DHS to demonstrate tangible progress in addressing the systemic issues that have long plagued the state's nursing care institutions.