How Do I Complain About a Skilled Nursing Facility?

High abuse rates brought about the Nursing Home Reform Act in 1987 which created standards for quality of care provided to nursing home residents. The government established regulatory bodies that evaluate all facilities. These agencies order corrective action and enact penalties when necessary.

The principle foundation of this reform is that nursing homes are under an obligation to provide services and activities to attain or maintain the greatest possible physical, mental and psychosocial well-being of each resident.

When problems are serious, the facility has not provided services and steps to resolve concerns have not been effective, a complaint is necessary.

Things You'll Need

• Notes on incident and meetings
• Staff names
• Location of incident

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Instructions

Filing a Nursing Home Complaint

• 1

  Communicate with staff at the facility or attend a resident council meeting. Give the nursing home the opportunity to investigate and take action. Request a meeting to discuss unresolved issues. Use the chain of command. Be calm and professional. Do not threaten. Take notes, including who was in attendance, along with details of the discussion. Pledge to work with staff to resolve issues.. Do not be apologetic about the complaint. If concerns are not resolved, file a complaint with the state Department of Health.

• 2

  Phone the state hotline: Every state has at least one toll-free number for reporting elder abuse in nursing homes and other long-term care facilities. Locate this number by looking in the blue pages of the phone book. Facilities must post the toll-free number prominently in a central location. Make nursing home complaints in person, by phone or in writing. When phoning in a complaint, it is advisable to follow the phone call with a written complaint to ensure a record.

• 3

  Put the complaint in writing: Send the complaint certified, return receipt requested. Also, send a copy to the administrator of the facility, certified, return receipt requested. Make sure the Department of Health assigns a case number.

• 4

  Contact the agency as soon as possible after the incident. This allows for easy retrieval and review of records and documents. People are more likely to remember important facts and circumstances about the incident and less likely to forget details.

• 5

  Report the grievance to the local long-term care ombudsman, who acts as an advocate for nursing home residents. The ombudsman does not have power or may not direct authority over a nursing home. Rather, he assists residents in resolving concerns regarding care and rights. The ombudsman tries to resolve the complaint with the nursing home, expresses concerns with officials and helps file formal complaints.

• 6

  Include your name and contact information, including phone number, mailing address and e-mail address. Pinpoint the location of the incident(s), including unit and room number(s). Name the facility. Add the date, along with the time of day the incident happened. Name staff or others involved, including names, addresses, and phone numbers, if possible. Be specific about what happened.

  When writing out the complaint, be brief. Stick to the facts and avoid generalities. Most experts recommend retaining a copy of the complaint for your records.