Where to send a complaint about a nursing home

You report a nursing home to your state's health department, not to the nursing home itself — and not to a national hotline. Each state runs its own licensing and inspection program, and that office is where complaints go. The state investigates, not the facility.

Your state health department may be called the Department of Health, Department of Public Health, or Division of Health Care Quality. The easiest way to find the right office is to search "[your state] nursing home complaints" or call your state health department's main number and ask for the long-term care licensing unit.

You can also reach the Nursing Home Ombudsman — a free advocate paid by the federal government to handle complaints. The ombudsman can file a complaint on your behalf or help you file one yourself. To find your state ombudsman, call 1-855-500-3537 or visit the Long-Term Care Ombudsman Resource Center website.

Key Takeaways

  • Report to your state health department's long-term care licensing unit, not to the nursing home or a national office.
  • You can file a complaint by phone, mail, or online — most states accept all three, and phone is usually fastest.
  • The state investigates and can issue citations, fines, or loss of license; you do not need to prove wrongdoing, only describe what you saw.
  • The Nursing Home Ombudsman is a free advocate who can file a complaint for you or help you file one yourself.
  • You are protected from retaliation by law, and the state keeps your identity confidential unless you choose to disclose it.

What counts as a reportable problem

You can report anything that affects a resident's safety, dignity, or care. This includes physical abuse, neglect, financial exploitation, medication errors, unsanitary conditions, staffing shortages that leave residents unattended, failure to follow a care plan, and rough or disrespectful treatment. You do not need proof — you report what you witnessed or what a resident told you.

Common complaints include a resident left in soiled clothing for hours, medication given at the wrong time or to the wrong person, staff ignoring a resident's call button, unexplained injuries, weight loss without medical reason, and residents not receiving therapy or activities promised in their care plan. If something made you concerned for a resident's wellbeing, it is worth reporting.

How to file a complaint by phone

Calling is usually the fastest way. Have ready the nursing home's name and address, the resident's name (if you know it), the date and time of what you saw, and a clear description of what happened. You do not need to give your name, though the state may ask.

When you call, expect to speak with an intake worker who will ask questions and write down your account. They will tell you whether the complaint will be investigated when ready, scheduled for investigation, or referred to another agency. Some states investigate within 24 hours for serious safety issues; others take longer. Ask when you can expect to hear back.

Filing a complaint online or by mail

Most states have an online complaint form on the health department website. Search "[your state] nursing home complaint form" to find it. Online forms let you describe the problem in detail and attach documents like photos or medical records. You usually get a confirmation number, which you can use to check the status of your complaint later.

If you prefer mail, write a letter with the nursing home's name and address, the resident's name, the date and what happened, and your contact information (optional). Mail it to your state health department's long-term care licensing unit. Include a phone number if you want the investigator to call you with questions. Mail is slower — allow two to four weeks for the complaint to reach the right office.

What happens after you report

The state assigns an investigator to your complaint. For serious safety issues — abuse, neglect, or when ready danger — the state may visit within 24 hours. For other complaints, investigation may take one to three weeks. The investigator interviews staff and residents, reviews medical records and care plans, and inspects the facility.

If the investigator finds a violation, the nursing home receives a citation. Serious violations can result in fines, loss of license, or criminal referral. You will not see the full investigation report, but the state publishes inspection results and citations on its website. You can search by nursing home name to see what violations have been found.

Your rights as someone reporting

You are protected by law from retaliation. If you are a resident or family member and the nursing home punishes you for reporting — by moving you to a worse room, reducing care, or threatening discharge — that is illegal. If you are a staff member and you are fired or demoted for reporting, that is also illegal. Document any retaliation and report it to the state or the ombudsman when ready.

Your identity is kept confidential unless you choose to tell the nursing home you filed the complaint. The investigator will not say who reported the problem. If you are worried about retaliation, tell the investigator when they call — they can take extra steps to protect your identity during the investigation.

When to call the ombudsman instead

The ombudsman is useful if you want someone to advocate for you, if you are unsure whether something is reportable, or if you have already reported and want help following up. The ombudsman can also help resolve smaller problems — like a resident not getting visitors or a billing dispute — without a formal state investigation.

Call 1-855-500-3537 to reach the National Long-Term Care Ombudsman Resource Center. They will connect you to your state ombudsman. The ombudsman will listen to your concern, explain your options, and file a complaint with the state if that is what you want. This service is free and confidential.

Frequently Asked Questions

Do I have to give my name when I report?

No. Most states accept anonymous complaints. However, if the investigator needs to ask you follow-up questions, they will need a way to reach you. You can give a phone number without giving your name, or you can ask the ombudsman to file on your behalf so your name does not appear in the complaint.

What if I report and nothing seems to happen?

Ask the state for a status update using your complaint number. If weeks have passed and you have heard nothing, call the ombudsman. The ombudsman can push for investigation and help you understand what is happening. Some states are slower than others, but serious complaints should be investigated within a few weeks.

Can I report if I am a nursing home employee?

Yes. Staff members report problems all the time. You are protected from retaliation by law. If you are worried about losing your job, the ombudsman can file the complaint for you, or you can report anonymously to the state. Document what you saw and when, in case you need it later.

What if the problem is not serious enough for the state?

The ombudsman handles complaints that may not rise to a state investigation — like a resident being ignored or a billing error. The ombudsman can advocate directly with the nursing home to fix the problem. Start with the ombudsman if you are unsure whether the state will investigate.

How do I find out what violations a nursing home has had before?

Search your state health department's website for "nursing home inspection results" or "long-term care citations." You can look up any facility by name and see violations found in the past few years. This information is public and helps you understand the home's track record.