Where and how to file a complaint about a nursing home

You report a nursing home to your state's health department, not to the nursing home itself — though you can and should tell the facility directly if the problem is urgent or fixable on the spot. The state agency that licenses nursing homes is the one that investigates complaints, issues citations, and can impose fines or revoke a license. Most states call this the Department of Health or Department of Regulatory Services. You can file a complaint by phone, online, or by mail, and you do not need a lawyer or special form.

The complaint does not have to be about abuse or neglect to matter. You can report unsanitary conditions, medication errors, staffing shortages, billing problems, or failure to follow a resident's care plan. The state takes all complaints seriously because they build a pattern — one complaint about a missing meal might be overlooked, but ten complaints about food service in six months triggers an inspection.

You can file anonymously in most states, though providing your name and contact information helps the investigator follow up if they need more detail. The state will not tell the nursing home who reported them unless you choose to identify yourself.

Key Takeaways

  • Contact your state health department directly — they are the agency that investigates nursing home complaints, not the facility itself.
  • You can report any problem: abuse, neglect, unsanitary conditions, medication errors, staffing shortages, or billing issues.
  • Most states let you file by phone, online, or mail, and you can remain anonymous if you choose.
  • Have the nursing home's name, location, and the resident's name ready, plus a clear description of what happened and when.
  • The state investigator may contact you for more information, so providing a phone number or email increases the chance your complaint leads to action.

How to find your state's nursing home complaint hotline

The fastest way is to search "[your state] nursing home complaints" or "[your state] long-term care ombudsman." The ombudsman is a separate office in every state whose job is to investigate complaints on behalf of residents and their families. They are free, independent of the nursing home, and often faster than the health department because they specialize in these cases.

You can also call your state health department's main line and ask for the nursing home licensing or survey unit. They will give you the direct number or online portal for complaints. If you are unsure which state to contact — for example, if the nursing home is in one state but the resident lives in another — contact the state where the facility is located.

The Centers for Medicare & Medicaid Services (CMS) maintains a list of state survey agencies and ombudsman offices at cms.gov. You can also call the Eldercare Locator at 1-800-677-1116 to find your state's ombudsman office by phone.

What information you need before you call or file online

Have the nursing home's full name and address ready. If you know the resident's name, include it — this helps the investigator locate the right person's medical record. Write down the date or dates when the problem occurred, or the timeframe if you are not sure of exact dates. "Last Tuesday" or "sometime in the past month" is enough to start an investigation.

Describe what happened in plain language. Instead of "neglect," say "my mother was left in wet clothes for hours" or "the staff did not give her medication on time." Specific details are more useful than labels. If you witnessed it yourself, say so. If someone else told you, say who and when they told you.

If the problem is ongoing — for example, the resident is regularly not getting meals — mention that. If it was a one-time incident, say that too. The state uses this information to decide how urgent the investigation is.

What happens after you file a complaint

The state health department or ombudsman will open an investigation. For serious complaints — abuse, when ready danger to health — they may inspect within 24 to 48 hours. For other complaints, the timeline is usually 10 to 30 days. You will not always hear back about the outcome unless you provided your contact information and asked to be notified.

During the investigation, a state surveyor will visit the nursing home, review medical records, interview staff and residents, and observe conditions. They will look for evidence that supports or contradicts your complaint. If they find violations, they issue a citation and the nursing home must submit a plan to fix the problem. Serious violations can result in fines, loss of Medicare or Medicaid funding, or license suspension.

You can request a copy of the inspection report once it is completed. These reports are public record and available on your state health department's website. Search the nursing home's name and you will usually find a list of past inspections and citations.

Reporting abuse or when ready danger

If you believe a resident is being abused, neglected, or is in when ready danger, call 911 or your local police non-emergency line first. Do not wait for the health department investigation. Police can intervene when ready and document injuries or evidence.

Then file a complaint with the state health department and the ombudsman. In many states, nursing homes are required by law to report suspected abuse to law enforcement within 24 hours, so filing a complaint creates an official record that the facility received notice.

If the resident is in a hospital or emergency room, tell the medical staff what happened. They are trained to recognize signs of abuse and can document it in the medical record, which strengthens any later investigation.

When to contact the ombudsman instead of the health department

The ombudsman is often the better first call if you need someone to advocate for the resident or if the problem is not a safety violation but a quality-of-life issue. The ombudsman can help resolve disputes about care plans, visiting rights, billing, or treatment decisions. They can also pressure the nursing home to respond faster than the health department can.

The health department is the right choice if you are reporting a safety hazard, abuse, neglect, or a violation of regulations. The health department has the power to fine and cite; the ombudsman does not. Both can investigate the same complaint, and filing with both strengthens your case.

Protecting yourself and the resident from retaliation

Nursing homes are prohibited by law from retaliating against residents or families who file complaints. Retaliation includes eviction, reduced care, isolation, or any negative change in treatment. If you believe retaliation is happening, report it to the state health department and the ombudsman when ready — retaliation itself is a violation.

If you are worried about retaliation, you can file anonymously. The downside is that the investigator cannot contact you for follow-up questions, which may slow the investigation. If you do provide your name, the state will not tell the nursing home who reported them unless you give permission.

Document any changes in the resident's treatment or condition after you file a complaint. Keep dates, times, and what happened. This creates evidence if you need to prove retaliation later.

Frequently Asked Questions

Can I report a nursing home if I am not a family member?

Yes. Friends, neighbors, healthcare workers, and anyone else can file a complaint. You do not have to be related to the resident or have legal authority to report. The state investigates all complaints regardless of who files them.

What if I am not sure whether something is serious enough to report?

Report it. The state decides whether it is a violation. A single complaint about a minor issue may not lead to action, but it becomes part of the nursing home's record. Multiple complaints about the same problem trigger a full investigation.

How long does it take to hear back after I file a complaint?

You may not hear back at all unless you ask to be notified. If you provided your contact information and requested updates, the state usually tells you within 30 to 60 days whether an investigation was opened and what they found. You can always call the state agency to ask about the status of your complaint.

Can I sue the nursing home instead of filing a complaint?

You can do both. Filing a complaint with the state creates an official record and may lead to citations or fines. A lawsuit seeks money damages for harm to the resident. The two processes are separate — one does not prevent the other. Talk to a lawyer about whether a lawsuit makes sense for your situation.

What if the nursing home closes after I file a complaint?

The state will still investigate. If the facility closes before the investigation is complete, the state may still issue citations that appear on the public record. If the nursing home was shut down because of your complaint or others like it, that information is also public.