Complaints are related to quality of life and quality of care, including residents’ rights, abuse, neglect, dietary problems, staffing and environmental concerns that has a potential rule or statue violation.
Anyone with knowledge or concerns about an assisted living, behavioral health, long term care or medical facility may file a complaint in writing. Most complaints are filed by patients, residents, family members, concerned friends, a guardian of resident/patient, facility staff members, other health professionals and ombudsman. It is most important that the complainant provide as much specific information as possible including the name and address of the facility, date and time of events indicated in the complaint. It is imperative that complaints be reported timely since it is difficult to effectively gather information surrounding an incident that occurred months before.
The complaint form is available 24 hours a day, seven days a week. There is no time spent on the telephone. It ensures that the information you give about your complaint will be more accurate and complete.
Complaints are assigned to a surveyor and investigated based on priority and resources. The investigation may include a review of records, interviews with staff and residents, and observation of the care of the residents. If names have been provided in the complaint, those persons may be contacted. An investigation of a complaint may result in a complete compliance survey being conducted.
Complainants and the facility are notified at the completion of an investigation as if the complaint is substantiated or unsubstantiated based on applicable rule.
Go to the next page and complete all the information that the form asks for that you are able to provide. Please remember the more information that you can provide only helps the surveyor investigate your complaint in a timely manner.