How to Report Nursing Home Neglect

Where to Report Nursing Home Neglect

There are several agencies that accept and investigate complaints about nursing home care. You may choose to file with one or more of these organizations depending on your situation.

State Health Department

Each state has a health department (sometimes called the Department of Health Services or Department of Public Health) that licenses and inspects nursing homes. The state survey agency:

• Conducts regular inspections of nursing facilities
• Investigates complaints from residents and families
• Can cite facilities for violations of state and federal regulations
• Has authority to impose fines or other penalties
• Can require facilities to submit plans of correction

To find your state health department's nursing home complaint process, search for "[your state] nursing home complaint" or visit your state's official health department website.

Long-Term Care Ombudsman

The Long-Term Care Ombudsman program exists in every state to advocate for residents of nursing homes and assisted living facilities. The ombudsman:

• Investigates complaints on behalf of residents
• Works to resolve problems between residents and facilities
• Educates residents and families about their rights
• Advocates for improvements in the long-term care system
• Provides assistance at no cost to families

Find your state or local ombudsman through the Administration for Community Living or by calling the Eldercare Locator at 1-800-677-1116.

Centers for Medicare & Medicaid Services (CMS)

Most nursing homes receive Medicare or Medicaid funding and must meet federal care standards. CMS:

• Sets minimum standards of care for participating facilities
• Works with state survey agencies to ensure compliance
• Can impose civil monetary penalties for violations
• Maintains the Care Compare database of facility ratings
• Can terminate a facility's participation in Medicare/Medicaid

You can file a complaint about a Medicare-certified nursing home through the Medicare Care Compare website or by calling 1-800-MEDICARE (1-800-633-4227).

Adult Protective Services

If you believe your loved one is being abused or severely neglected, contact Adult Protective Services (APS) in your state. APS:

• Investigates reports of abuse, neglect, and exploitation
• Can make unannounced visits to facilities
• Works with law enforcement when criminal conduct is suspected
• Coordinates with other agencies to protect vulnerable adults

Law Enforcement

In cases involving criminal abuse, assault, or severe neglect resulting in serious injury, you may also contact local law enforcement. Criminal charges are separate from civil lawsuits and regulatory actions.

What to Include in Your Complaint

A thorough complaint helps investigators understand what happened and take appropriate action. Include as much of the following information as possible:

Basic Information

• Facility name and address: The exact name and location of the nursing home
• Resident information: Your loved one's name and room number (if you consent to share)
• Your contact information: How investigators can reach you for follow-up (unless filing anonymously)
• Your relationship: How you are connected to the resident

Details of the Complaint

• Dates and times: When incidents occurred or when you discovered the problem
• Specific concerns: Describe exactly what happened or what you observed
• Staff involved: Names of staff members if known
• Impact on resident: How the situation affected your loved one
• Previous reports: Any previous complaints you've made to the facility

Supporting Documentation

If available, include:

• Photographs of injuries (such as bedsores)
• Written notes about conversations with staff
• Copies of relevant medical records (if you have them)
• Names of witnesses who observed the problems
• Timeline of events

Our documentation guide provides detailed instructions on gathering and organizing evidence.

Sample Complaint Statement

When describing your concerns, be specific and factual. For example:

"On January 5, 2026, I visited my mother at [Facility Name] and discovered a large open wound on her lower back approximately 3 inches in diameter. Staff told me the wound had been there for two weeks but I was not notified. I was told she should be repositioned every two hours but when I visited at different times, I often found her in the same position. I am concerned she is not receiving adequate care to prevent and treat this bedsore."

How to File a Complaint

Most agencies accept complaints through multiple channels. Choose the method that works best for you:

Online Complaint Forms

Many state health departments offer online complaint forms on their websites. This method:

• Provides a structured format to ensure you include key information
• Creates a written record of your submission
• May allow you to upload supporting documents
• Often provides a confirmation number for tracking

Phone Complaints

You can call your state health department or the ombudsman office directly:

• State health department nursing home complaint hotline (varies by state)
• Eldercare Locator: 1-800-677-1116 (to find local ombudsman)
• Medicare Hotline: 1-800-633-4227

When calling, have your notes ready and be prepared to provide specific details. Take notes during the call including the name of the person you spoke with and any reference number provided.

Written Complaints

You can also mail a written complaint. While this takes longer, it provides a detailed record. Keep copies of everything you send.

What Happens After You Report

Understanding the investigation process can help you know what to expect after filing a complaint.

Acknowledgment

Most agencies will acknowledge receipt of your complaint, though this may take several days or weeks. You may receive a reference number to track your complaint.

Prioritization

Complaints are prioritized based on severity. Immediate jeopardy situations (where a resident's life or safety is at risk) are investigated quickly, sometimes within 24-48 hours. Less urgent complaints may be investigated within 10 days to several weeks.

Investigation

During an investigation, surveyors may:

• Make an unannounced visit to the facility
• Review the resident's medical records
• Interview staff members
• Speak with residents (with consent)
• Observe care practices
• Review facility policies and procedures

Findings and Actions

After the investigation, the agency may:

• Substantiate the complaint: Confirm that a violation occurred
• Cite deficiencies: Identify specific regulations that were violated
• Require a plan of correction: Order the facility to address the problems
• Impose penalties: Fine the facility for serious violations
• Not substantiate: Determine that the evidence does not support the complaint

Follow-Up

You may receive a letter about the outcome of the investigation. However, privacy laws may limit the details agencies can share about specific findings related to other residents.

Protection Against Retaliation

Many families worry about retaliation against their loved one if they file a complaint. Federal law provides important protections:

• Retaliation is prohibited: Nursing homes cannot retaliate against residents or families for filing complaints
• Anonymous complaints: You can file complaints without identifying yourself
• Confidentiality: Investigators keep complainant information confidential when possible
• Report retaliation: If you experience retaliation, report it immediately to the ombudsman or state agency

Despite these protections, you may want to increase visits and monitoring after filing a complaint to ensure your loved one continues to receive appropriate care.

Understanding Limitations

While filing complaints is important, it's helpful to understand what the process can and cannot accomplish:

What Complaints Can Do

• Trigger an investigation into care practices
• Result in citations and required corrections
• Create official records of problems
• Lead to fines for serious violations
• In extreme cases, result in facility closure
• Improve care for all residents at the facility

What Complaints Cannot Do

• Provide financial compensation for injuries
• Guarantee immediate changes in care
• Ensure your specific requests are implemented
• Replace medical or legal advice

For serious injuries like advanced bedsores, you may want to consult with an attorney about legal options in addition to filing regulatory complaints. Learn more about nursing home bedsore lawsuits.

When to Consider Legal Action

Filing complaints with regulatory agencies and pursuing a legal claim are separate actions, and you can do both. Consider consulting with an attorney if:

• Your loved one developed serious bedsores (Stage 3, Stage 4, or unstageable) while in care
• Bedsores led to complications like infection, sepsis, or required hospitalization
• Your loved one suffered permanent injury or disability
• Your loved one passed away due to bedsore-related complications
• You have evidence of ongoing neglect or understaffing
• The facility has been unresponsive to your concerns

A bedsore attorney can evaluate your case, explain your legal options, and help you understand what compensation may be available. Legal action can provide financial recovery for medical expenses, pain and suffering, and other damages.

Finding State-Specific Resources

Each state has its own nursing home complaint process and resources. To find information specific to your state:

• Search online: Look for "[your state] nursing home complaint" to find your state health department's complaint portal
• Call the Eldercare Locator: 1-800-677-1116 can connect you with your local ombudsman
• Contact your state attorney general: Some state AG offices have elder abuse units
• Use Medicare Care Compare: Search for your facility's inspection history and rating

We will be adding state-specific resource pages with direct links to complaint forms and contact information. In the meantime, the Eldercare Locator can help you find local resources.

Taking the Next Step

Reporting nursing home neglect is an important step in protecting your loved one and preventing future harm to other residents. While the process can feel overwhelming, remember that:

• You have the right to file a complaint
• Your complaint can make a difference
• Multiple reporting options exist to fit your needs
• You are not alone—ombudsmen and attorneys can help

If you have questions about whether you have a legal case related to bedsores or other injuries, we offer free consultations to help families understand their options.