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.
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.
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.
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.
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.
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.
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Complaint Hotline 1-800-624-3004 |
| For Questions not involving care: 1-800-662-7030 |
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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