Filing a Complaint

Sometimes a conflict might not get resolved by working directly with a long-term care provider. Start by following the provider's grievance policy, clearly communicating concerns in writing, and documenting the problem and any attempts to resolve it.

A complaint about nursing homes, adult care homes, or family care homes can be filed 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

Regional ombudsmen are also available to help address any concerns that may arise. 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 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

Resources to help 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 information is helpful to document when addressing concerns in long-term care settings. 

See these helpful resources below:

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