ASPEN Complaints/Incidents Tracking System (ACTS)

5060 – ASPEN Complaints/Incidents Tracking System (ACTS) (Rev. 243; Issued: 06-12-26; Effective: 06-12-26; Implementation: 06-12-26) The SA collects information related to complaints and facility-reported incidents and uses a system to track and monitor the receipt and disposition of complaint and incident intakes. The ASPEN Complaints/Incidents Tracking System (ACTS) is designed to track, process, and report on complaints and incidents reported against health care providers and suppliers regulated by CMS. It is designed to manage all operations associated with complaint/incident processing, from initial intake and investigation through the final disposition. The ACTS must be used for the intake of all allegations against Medicare/Medicaid- certified providers/suppliers and CLIA. The ACTS is a Federal system and data entered into ACTS is subject to Federal laws governing disclosure and the protection of an individual’s right to privacy. A complaint/incident record is created in ACTS based on how the allegation is received by the SA or CMS location. For example, if one person calls with ten allegations about one provider/supplier, this is counted as one complaint record. If six people call with the same allegation, this is counted as six telephone calls and is counted as six complaint records. If one letter is received with one or many allegations and is signed by 20 people, this is counted as one complaint record.