Filing a Complaint
Sometimes you will be able to resolve a conflict by working directly with your long-term care provider. You can start by following the provider's grievance policy, clearly communicating your concerns in writing, and documenting the problem and your attempts to resolve it.
You can file a complaint about nursing homes, adult care homes, or family care homes with the NC Division of Health Service Regulation. The Division's Complaint Hotline is 1-800-624-3004 (8:30-4:30pm weekdays). For more information visit https://info.ncdhhs.gov/dhsr/ciu/filecomplaint.html
Your regional ombudsman is also available to help address any concerns you may have. For more information visit https://www.ncdhhs.gov/providers/provider-info/health-care/long-term-care-ombudsman-program.
The North Carolina Attorney General can also assist in cases of Medicaid Fraud and Patient Abuse. Find out more by clicking here.
For issues of abuse, neglect, or exploitation, contact Adult Protective Services at www.ncdhhs.gov/dss/local/
Another resource you might use for help is the State Auditor’s Tipline who investigates “violations of state or federal laws, rule or regulation in administering state or federal programs, and substantial and specific danger to the public health and safety.” Learn more, https://www.auditor.nc.gov/tipline
Resource to help you gather information to file a complaint
The National Consumer Voice and the National Center on Elder Abuse has created new resources to help residents, family members, and long-term care ombudsman document residents concerns. These resources are intended to help parties better understand what helpful information to document when addressing concerns in long-term care settings.
See these helpful resources below:
Fact Sheet: What to capture and document regarding your concern
Watch: This YouTube Video from the National Consumer Voice shares how you can use these resources and discusses more Tools for Stronger Advocacy in Long-Term Care