Crosswalk B Overview

Crosswalk B: Complaint Codes – Old NORS to Revised NORS
This Crosswalk lists all the National Ombudsman Reporting System (NORS) complaint codes. It maps these codes to the
proposed NORS codes to be used in Older Americans Act Performance System (OAAPS). It also:



Highlights in red complaint categories that have been discontinued.
Maps the codes within the discontinued categories to the revised NORS complaint codes;

See Table 2 for definitions of the new codes, examples and reporting tips.

Current NORS Code
A. Abuse, Gross Neglect, Exploitation

Revised NORS Code
A-Abuse, Gross Neglect, Exploitation

1. Abuse, physical (including corporal punishment)

A01- Abuse: physical

2. Abuse, sexual

A02- Abuse: sexual

3. Abuse, verbal/psychological (including punishment, exclusion)

A03-Abuse: psychological

4. Financial exploitation (use categories in section E for less severe financial
complaints)

A04-Financial exploitation

5. Gross neglect (use categories under Care, sections F&G for non-willful forms of
neglect)

A05-Gross neglect

6. Resident-to-resident physical or sexual abuse

Identify the type of resident to resident abuse by
selecting appropriate code(s) A01-A04 with
resident as suspected perpetrator.

7. Not used

N/A

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Crosswalk B: Complaint Codes – Old NORS to Revised NORS
Current NORS Code
B. Access to Information by Resident or Resident’s Representative

Revised NORS Code
B-Access to Information

8. Access to own records

B01-Access to information and records

9. Access by or to ombudsman/visitors

B03-Willful interference (Ombudsman program)
D07-Visitors

10. Access to facility survey/staffing reports/license

B01-Access to information and records

11. Information regarding advance directive

B01-Access to information and records

12. Information regarding medical condition, treatment and any changes

B01-Access to information and records

13. Information regarding rights, benefits, services, the resident’s right to complain

B01-Access to information and records

14. Information communicated in understandable language

B02- Language and communication barriers

15. Not used

N/A

C. Admission, Transfer, Discharge, Eviction

C-Admission, Transfer, Discharge, Eviction

16. Admission contract and/or procedure

C01-Admission

17. Appeal Process - absent, not followed

C02-Appeal process

18. Bed hold - written notice, refusal to admit

C03-Discharge or eviction

19. Discharge/eviction - planning, notice, procedure, implementation, abandonment

C03-Discharge or eviction

20. Discrimination in admission due to condition, disability

C01-Admission

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Crosswalk B: Complaint Codes – Old NORS to Revised NORS
Current NORS Code

Revised NORS Code

21. Discrimination in admission due to Medicaid status

C01-Admission

22. Room assignment/room change/interfacility transfer

C04-Room issues

23. Not used

N/A

D. Autonomy, Choice, Preference, Exercise of Rights, Privacy

D-Autonomy, Choice, Rights

24. Choose personal physician, pharmacy/hospice/other health care provider

D01- Choice in health care

25. Confinement in facility against will

D02- Live in less restrictive setting

26. Dignity, respect - staff attitudes

D03- Dignity and respect

27. Exercise preference/choice and/or civil/religious rights, individual’s right to
smoke

D09- Other rights and preferences

28. Exercise right to refuse care/treatment

D01- Choice in health care

29. Language barrier in daily routine

B02- Language and communication barriers

30. Participate in care planning by resident and/or designated surrogate

D01- Choice in health care

31. Privacy - telephone, visitors, couples, mail

D04-Privacy

32. Privacy in treatment, confidentiality

D04-Privacy

33. Response to complaints

D05-Response to complaints

34. Reprisal, retaliation

D06- Retaliation

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Crosswalk B: Complaint Codes – Old NORS to Revised NORS
Current NORS Code

Revised NORS Code

35. Not used

N/A

E. Financial, Property (Except for Financial Exploitation)

E-Financial, Property

36. Billing/charges – notice, approval, questionable, accounting wrong or denied

E01-Billing and charges

37. Personal funds - mismanaged, access/ information denied, deposits or other
money not returned

E02-Personal property

38. Personal property lost, stolen, used by others, destroyed, with-held from resident

E02-Personal property

39. Not used

N/A

F. Care

F-Care

40. Accidental or injury of unknown origin, falls, improper handling

F01- Accidents and falls

41. Failure to respond to requests for assistance

F02- Respond to requests for assistance

42. Care plan/resident assessment - inadequate, failure to follow plan or physician
orders

F03-Care Planning

43. Contracture

F10- Rehabilitation services

44. Medications - administration, organization

F04-Medications

45. Personal hygiene (includes nail care & oral hygiene) and adequacy of dressing &
grooming

F05-Personal hygiene

46. Physician services, including podiatrist

F06- Access to health related services

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Crosswalk B: Complaint Codes – Old NORS to Revised NORS
Current NORS Code

Revised NORS Code

47. Pressure sores, not turned

F07-Symptoms unattended

48. Symptoms unattended, including pain, pain not managed, no notice to others of
changes in condition

F07-Symptoms unattended

49. Toileting, incontinent care

F08- Incontinence care

50. Tubes - neglect of catheter, gastric, NG tube

F07-Symptoms unattended

51. Wandering, failure to accommodate/monitor exit seeking behavior

F03-Care planning

52. Not used

N/A

G. Rehabilitation or Maintenance of Function

Category G is discontinued. Complaints in this
category are subsumed into category F-Care

53. Assistive devices or equipment

F09- Assistive devices or equipment

54. Bowel and bladder training

F08- Incontinence care

55. Dental services

F06- Access to health related services

56. Mental health, psychosocial services

F06- Access to health related services

57. Range of motion/ambulation

F10- Rehabilitation services

58. Therapies - physical, occupational, speech

F10- Rehabilitation services

59. Vision and hearing

F06- Access to health related services

60. Not used

N/A

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Crosswalk B: Complaint Codes – Old NORS to Revised NORS
Current NORS Code

Revised NORS Code

H. Restraints - Chemical and Physical

Category H is discontinued. Complaints in this
category are subsumed into category F-Care

61. Physical restraint - assessment, use, monitoring

F11- Physical restraint

62. Psychoactive drugs - assessment, use, evaluation

F12-Chemical restraint

63. Not used

N/A

I. Activities and Social Services

This category is expanded and renamed. It
becomes category G-Activities, Community
Integration and Social Services. Complaints in
category I are subsumed into the new category G.

64. Activities - choice and appropriateness

G01- Activities

65. Community interaction, transportation

G02-Transportation or G01 Activities if specific to
interaction in the community.

66. Resident conflict, including roommates

G03-Conflict resolution

67. Social services - availability/appropriateness

G04-Social services

68. Not used

N/A

J. Dietary

This category becomes H-Dietary

69. Assistance in eating or assistive devices

H02-Dining and hydration

70. Fluid availability/hydration

H02-Dining and hydration

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Crosswalk B: Complaint Codes – Old NORS to Revised NORS
Current NORS Code

Revised NORS Code

71. Food service - quantity, quality, variation, choice, condiments, utensils, menu

H01-Food Services

72. Snacks, time span between meals, late/missed meals

H01-Food Services

73. Temperature

H01-Food Services

74. Therapeutic diet

H03- Therapeutic or special diet

75. Weight loss due to inadequate nutrition

F07-Symptoms unattended

76. Not used

N/A

K. Environment/safety

This category becomes I-Environment

77. Air/environment: temperature and quality (heating, cooling, ventilation, water,
noise

I01-Environment

78. Cleanliness, pests, general housekeeping

I05-Housekeeping, laundry and pest abatement

79. Equipment/building - disrepair, hazard, poor lighting, fire safety, not secure

I02-Building structure

80. Furnishings, storage for residents

I03- Supplies, storage, and furnishings

81. Infection control

I05-Housekeeping, laundry and pest abatement

82. Laundry - lost, condition

E02-Personal property

83. Odors

I01-Environment

84. Space for activities, dining

I04- Accessibility

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Crosswalk B: Complaint Codes – Old NORS to Revised NORS
Current NORS Code

Revised NORS Code

85. Supplies and linens

I05-Housekeeping, laundry and pest abatement

86. Americans with Disabilities Act (ADA) accessibility

I04- Accessibility

L. Policies, Procedures, Attitudes, Resources

This category becomes J-Facility Policies,
Procedures and Practices.

87. Abuse investigation/reporting, including failure to report

J01-Administrative oversight

88. Administrator(s) unresponsive, unavailable

J01-Administrative oversight

89. Grievance procedure

D05-Response to complaints

90. Inappropriate or illegal policies, practices, record-keeping

J01-Administrative oversight

91. Insufficient funds to operate

J02-Fiscal management

92. Operator inadequately trained

J01-Administrative oversight

93. Offering inappropriate level of care

J01-Administrative oversight

94. Resident or family council/committee interfered with, not supported

D08- Resident or family council

95. Not used

N/A

M. Staffing

This category is discontinued. Complaints in this
category are subsumed into J-Facility Policies,
Procedures and Practices.

96. Communication, language barrier

B02- Language and communication barriers

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Crosswalk B: Complaint Codes – Old NORS to Revised NORS
Current NORS Code

Revised NORS Code

97. Shortage of staff

J03-Staffing

98. Staff training

J03-Staffing

99. Staff turn-over, over-use of nursing pools

J03-Staffing

100. Staff unresponsive, unavailable

J03-Staffing

101. Supervision

J03-Staffing

102. Eating Assistants

J03-Staffing

N. Certification/Licensing Agency

This category is discontinued. Complaints in this
category are subsumed into K- Complaints about
an Outside Agency.

103. Access to information

K01- Regulatory system

104. Complaint, response to

K01- Regulatory system

105. Decertification/closure

K01- Regulatory system

106. Sanction, including Intermediate

K01- Regulatory system

107. Survey process

K01- Regulatory system

108. Survey process - Ombudsman participation

K01- Regulatory system

109. Transfer or eviction hearing

K01- Regulatory system

110. Not used

N/A

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Crosswalk B: Complaint Codes – Old NORS to Revised NORS
Current NORS Code

Revised NORS Code

O. State Medicaid Agency

This category is discontinued. Complaints in this
category are-subsumed into K- Complaints about
an Outside Agency.

111. Access to information, application

K02-Medicaid

112. Denial of eligibility

K02-Medicaid

113. Non-covered services

K02-Medicaid

114. Personal Needs Allowance

K02-Medicaid

115. Services

K02-Medicaid

New code in category K- Complaints about an Outside agency

K03-Managed care

New code in category K-Complaints about an Outside Agency.

K06-Private insurance

116. Not used

N/A

P. System/Others

This category is renamed and becomes category LSystem: Others (non-facility).

117. Abuse/neglect/abandonment by family member/friend/guardian or, while on
visit out of facility, any other person

Use Abuse codes A01-A05 and identify the
suspected perpetrator(s.)

118. Bed shortage - placement

If related to Medicaid code K02

119. Facilities operating without a license

J01-Administrative oversight

120. Family conflict; interference

L01- Resident representative or family conflict

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Crosswalk B: Complaint Codes – Old NORS to Revised NORS
Current NORS Code

Revised NORS Code

121. Financial exploitation or neglect by family or other not affiliated with facility

A04- Financial exploitation. Ombudsman
programs must identify the suspected perpetrator
(s) (Family, Resident Representative, Friend, or
Other).

122. Legal - guardianship, conservatorship, power of attorney, wills

L01- Resident representative or family conflict

123. Medicare

K04-Medicare

124. Mental health, developmental disabilities, including PASRR

L02-Services from outside provider

125. Problems with resident's physician/assistant

L02-Services from outside provider

126. Protective Service Agency

L02-Services from outside provider

127. SSA, SSI, VA, Other Benefits/Agencies

K05- Veteran’s Administration

128. Request for less restrictive placement

L03- Request to transition to community setting

Q Other Settings

This category was used to describe Ombudsman
services involving individuals in private
residences, hospitals, hospice care, etc. In the
revised NORS, Ombudsman programs select
“Other Setting” for the facility type and then
choose the appropriate complaint code.

129. Home Care

Select “Other Setting” for the facility type and then
choose the appropriate code for the complaint

130. Hospital or Hospice

See above.

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Crosswalk B: Complaint Codes – Old NORS to Revised NORS
Current NORS Code

Revised NORS Code

131. Pubic or congregate housing

See above.

132. Services from outside provider

L02-Services from outside provider

133. Not used

N/A

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