How to File a Complaint About a Nursing Home
Most problems can be solved by talking to the right person at the home. When they can’t, every state has free, independent help, and some situations need an immediate call.
Families are often worried that complaining will make things worse for their loved one. Federal rules protect residents from retaliation for raising concerns, and the people below exist to help. Write down what happened, when, and who was involved, and keep copies of anything you send.
1. If someone is in danger, call 911
If you believe a resident is being abused, is seriously injured or is in immediate danger, call 911 or local police first. Then report it to the state agencies below as well.
2. Start with the home
For most problems (missed care, lost belongings, communication, food, call lights going unanswered), start with the charge nurse or unit manager, then the director of nursing or the administrator. Ask for a care plan meeting if the concern is about care. Every home must have a grievance process and tell residents how to use it.
3. The long-term care ombudsman
Every state has a Long-Term Care Ombudsman program, set up under the federal Older Americans Act. Ombudsmen are free, independent advocates for residents. They can visit, help you talk with the home, and work to resolve complaints, and they keep what you tell them confidential unless you agree otherwise. To find your local ombudsman, call the Eldercare Locator at 1-800-677-1116 or visit eldercare.acl.gov.
4. The state survey (inspection) agency
Each state has an agency that inspects nursing homes for Medicare and Medicaid and investigates complaints. A complaint can lead to an unannounced inspection, and serious findings appear in the home’s public inspection record (the citations you see on facility pages in this directory). Medicare’s website lists how to reach each state’s agency: search “file a complaint about a nursing home” on Medicare.gov, or call 1-800-MEDICARE.
5. Suspected abuse, neglect or exploitation
Report suspected abuse, neglect or financial exploitation to the state survey agency and to Adult Protective Services in your state, in addition to police if a crime may have happened. The Eldercare Locator can connect you with Adult Protective Services.
What to include
- The resident’s name and the home’s name and address.
- What happened, with dates, times and the names or roles of staff involved.
- Who you have already told at the home and what they said.
- Photos or documents, if you have them.