Nursing Homes
File a Complaint
A resident, friend, or family member who finds a facility's care lacking, negligent, or abusive should take action to right the wrong. There are a number of steps to take to deal with the problem.
Contact the Facility Administrator
Before turning to outside sources for help, try to resolve minor complaints within the nursing facility. It should have written policies readily available that explain how to file a complaint or grievance. Put complaints in writing to the facility administrator and ask for a written response -- giving him or her a fair chance to address your concerns.
Contact an Ombudsman
The California Long-Term Care Ombudsman Program assigns to every nursing facility an ombudsman -- a person outside the facility, not associated with the ownership -- who is available to investigate problems and endeavors to resolve complaints made by, or on behalf of, residents in residential care facilities.
Residents or their family members can file a complaint directly with the local Ombudsman or by calling the statewide CRISISline at 1-800-231-4024, which is available 24 hours a day, 7 days a week.
Ombudsman services are free and confidential and may include:
- Questions or concerns about quality of care
- Questions or concerns about elder abuse
- Suspected physical, mental or emotional abuse of residents
- Witnessing services for Advance Health Care Directives
- Requesting an Ombudsman to attend a resident care plan meeting
- Requesting an Ombudsman to attend a resident or family council meeting
For help, contact the California Long-Term Care Ombudsman Program.
Contact an Advocacy Organization
A number of local organizations can offer you a seasoned and impartial assessment of whether your particular complaint needs action, along with specific help on how to get it.
Contact California Advocates for Nursing Home Reform (CANHR), a statewide nonprofit consumer advocacy group, or call its hotline at 800-474-1116.
You can also consult the Senior Legal Hotline at 800-222-1753.
Contact the State Regulatory Agency
If you could not resolve your problem through the above sources, consider filing a complaint with the state agency that enforces nursing home laws and regulations, the California Department of Health Services' Licensing and Certification (L&C) Program or call 800-236-9747.