Complaints About Nursing Home Care

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The New York State Department of Health, Nursing Home and ICF/MR Surveillance is responsible for investigating complaints and incidents for nursing homes in New York State, which are related to State and/or Federal regulatory violation. A complaint against a nursing home should be submitted in writing by the complainant.

The Nursing Home Complaint Form is available online to submit your complaint against a nursing home.

Besides the online version the form is available as a fillable Microsoft Word DOC (DOC, 79KB, 3pg.) and in Portable Document Format (PDF, 26KB, 3pg.). The Microsoft Word and PDF form versions can be submitted by e-mail to nhintake@health.state.ny.us ; fax (518-408-1157); or mailed to:

NYSDOH
DRS/SNHCP
Mailstop: CA/LTC
Empire State Plaza
Albany, NY 12237

If you are unable to submit your complaint by using the Nursing Home Complaint Form , then you may contact the Nursing Home Complaint hotline (1-888-201-4563) which can be called 24 hours per day, seven days per week. The hotline is manned by Nursing Home and ICF/MR Surveillance staff from 8:30 a.m. to 4:45 p.m. Monday through Friday. A voicemail message may be left during non-business hours.

Please note that nursing home staff should report facility reported incidents by submitting an online Incident Reporting Form through the Health Commerce System. (See NH DAL 11-12)

Nursing Home Complaint Investigations

All complaint and incidents received about nursing homes are reviewed by the Department through the Centralized Complaint Intake Unit with appropriate action taken. Some investigations require Department investigators to conduct interviews, review medical records and other facility documentation, and perform other activities onsite at the nursing home. Other investigations will be conducted by the Complaint Resolution Unit comprised of clinical professionals, who will contact the facility to obtain medical records, facility records, and other information to determine the outcome of the investigation.

The investigation will determine whether a facility has failed to meet federal and/or state requirements. In cases where the Department determines the nursing home violates regulation, the Department will issue a citation to the nursing home. The facility then must submit a plan of correction that is acceptable to the Department and correct the deficient practice.