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If
You Have a Problem, What Do You Do?
When
a problem occurs, whether large or small, it is best to try to work it out
with the residence staff if at all possible. Sometimes
residents and families are concerned about voicing complaints. They are afraid
of retaliation by staff. However, a person's well-being and quality of
life are at stake. How, when, and who you talk to may make a difference in
the responses that you receive.
- First,
familiarize yourself with the facility's grievance policy.
- Lodge
any complaints in writing.
- Be
specific about your complaints and your expectations for resolving them.
- Request
written follow-up within a specified time frame.
- Take
your concerns to the staff member having the authority to address them.
The Administrator or Nurse Supervisor might be the appropriate staff person.
If
the problem is not resolved within a reasonable amount of time or if you just
don’t feel comfortable trying to resolve it with staff, try your local
Ombudsman or one
of the Community
Advisory Committee members that visit your facility. They can
offer informal complaint resolution. They also provide an impartial
voice and they are trained to know what your rights are living in a long-term
care facility. Community Advisory Committee members contact information is
sometimes posted in the facility. If it is not, your Ombudsman can provide
that information.
How to File a Formal Nursing Home Complaint |
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How to File a Formal Adult Care Home Complaint |
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How to File a Formal CCRC Complaint |
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Toll-Free
Hotlines for Complaints |
Nursing
Home Complaints
It
is usually to your benefit to resolve disputes and conflicts informally through
one of the methods identified above. If, however, you decide to file a formal
complaint, contact the N.C. Division of Health Service Regulation at (919) 733-8499
or 1-800-624-3004 for Nursing Home complaints. The Ombudsman
will be able to guide you through the process.
Adult
Care Home Complaints
Should
you decide to file a formal complaint related to an Adult Care Home,
the first step is to lodge your complaint with the local Department
of Social Services' (DSS) Adult Home Specialist. If you need contact
information for a local DSS outside Region J, go the the N.C.
Division of Social Services County referral website and click on the county
where the person needing assistance lives.
Each
county Department of Social Services answers to the N.C.
Division of Health Service Regulation Group Care Branch. If you have lodged a
complaint with an Adult Home Specialist at the county, and wish to lodge a
formal complaint with the state Division of Health Service Regulation, contact them
at (919) 733-6650 or 1-800-624-3004.
Continuing
Care Retirement Community Complaints
For
complaints related to Continuing Care Retirement Communities
(CCRCs), the N.C.
Division of Health Service Regulation is the agency to call for issues related
to adult care home and nursing home levels of care. As always, try
to resolve the issue with management first. However, if the issue cannot be
resolved in that manner and you wish to lodge a formal complaint, contact
the Division of Health Service Regulation at (919) 733-6650 or 1-800-624-3004. For
issues related to your contract or the independent living level of
care, contact the N.C.
Department of Insurance at 1-800-546-5664.
Toll-Free
Hotlines for Complaints
The
Division of Health Service Regulation operates a Complaint
and Question Toll-Free Hotline at 1-800-624-3004 . The hotline
is designed to provide a central resource for citizens to ask questions and
raise concerns or complaints regarding care and services provided by facilities
and agencies licensed by the Division. These facilities include nursing homes,
assisted living homes (including adult care homes), group care homes, hospitals,
hospice, and home health agencies.
The
hotline is staffed workdays from 8:00 a.m. until 5:00 p.m. Incoming calls
received after hours will be directed to leave a message which will be answered
the next working day.
The
primary focus of the hotline is to provide assistance to callers so that problems
involving care, resident rights or quality of life issues for facility residents
can be resolved. Questions not involving care, such as billing
and reimbursement issues, may be addressed by calling CARELINE
at 1-800-662-7030 for information and referral.
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