NHTD Program Complaint Process

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Nursing Home Transition and Diversion Program Complaint Process

Do you have a complaint about the Nursing Home Transition and Diversion (NHTD) 1915(c) Medicaid Waiver Program?

There are a number of ways in which you may file a complaint or seek information about waiver services. These methods include, but are not limited to: phone call, email, letter, or face to face/in person contact. Each Regional Resource Development Center (RRDC) maintains a designated phone line to accept inquiries or complaints on behalf of NHTD Medicaid waiver applicants/participants. To file a complaint or request information, call the specific RRDC complaint number noted in the contact list below. If you require an accommodation due to a hearing loss, you may use the TTY numbers listed for each region or call the New York State TTY Relay Service at 711 or 1-800-662- 1220 , and an operator will assist you in contacting the RRDC or New York State Department of Health (NYSDOH).

If you do not want to make a phone call, you may also provide a written complaint via letter or email to any staff person associated with the NHTD Waiver program.

You can always seek someone’s assistance such as your Service Coordinator, service provider, informal support or family member when filing a complaint. Your concerns will remain confidential. Contact information is noted on the contact sheet.

If you have a complaint about the RRDC or a Medicaid service, you may contact NYSDOH directly. NHTD waiver staff will accept the complaint and initiate a review of the matter. For such complaints, please call NYSDOH at 518-474-5271 . If you cannot make this call because it is a long-distance call, you may call your RRDC or your Service Coordinator and ask them to assist you. They will contact NYSDOH on your behalf.

Staff responsible for the complaint follow-up will contact the complainant within two business days to acknowledge receipt of the complaint and to advise that the matter is under review. Once a resolution is reached, the RRDC/NYSDOH will telephone the complainant to discuss the outcome of the investigation, pursuant to HIPAA confidentiality regulations, and will send a letter confirming the date of the call and provide a brief summary of the discussion.

Once the complaint investigation/review is completed, the complainant will be notified via mail that the investigation findings are either “substantiated”, “unsubstantiated”, or “inconclusive.” This letter will also notify the complainant of any actions required to remedy the problem. Due to confidentiality requirements, copies of investigations are not distributed, but the complainant may request a summary of the investigation process and findings.

If the matter is determined by the RRDC to be a Serious Reportable Incident (SRI), the complaint will be reclassified as an SRI. The RRDC will send a letter to the complainant

advising them of the reclassification of the complaint as an SRI. The protocol for SRIs will be implemented.

The RRDC will assign the investigation to the most appropriate organization to conduct the investigation, such as the Service Coordination agency or other service provider (ILST, CIC). The RRDC and NYSDOH have the discretion to assign the responsibility for an investigation to any organization associated with the applicant/participant or conduct its own investigation.

NYSDOH and the RRDC seek to address all applicant/participant concerns and issues in an impartial and timely manner.

NHTD Complaint Contact Numbers
TTY: 518-792-0505
Clinton, Essex, Franklin, Fulton, Hamilton, Montgomery, Saratoga, Warren and Washington Counties
Southern Adirondack Independent Living (SAIL)
71 Glenwood Avenue
Queensbury, NY 12804
833-289-1280 Video Relay: 607-724-2111
TTY: 711
Allegany, Broome, Cayuga, Chemung, Chenango, Cortland, Delaware, Otsego, Steuben, Schuyler, Tioga and Tompkins Counties
Southern Tier Independence Center (STIC)
135 East Frederick St.
Binghamton, NY 13904
TTY: 711
Cattaraugus, Chautauqua, Erie, Niagara, Orleans and Wyoming Counties
Headway of Western New York, Inc.
2635 Delaware Avenue
Suite E
Buffalo, NY 14216
TTY: 711
Albany, Columbia, Greene, Rensselaer, Schenectady and Schoharie Counties
Sunnyview Rehabilitation Hospital
1270 Belmont Avenue
Schenectady, NY 12308
Long Island
TTY: 711
Nassau and Suffolk Counties
Self Initiated Living Options (Suffolk Independent Living Organization: SILO)
755 Waverly Avenue
Holtsville, New York 11742
Lower Hudson Valley
914-589-6080 Video Relay: 914-259-8036
TTY: 711
Dutchess, Orange, Putnam, Rockland, Sullivan, Ulster and Westchester Counties
Westchester Independent Living Center (WILC)
10 County Center Road, 2 nd fl.
White Plains, NY 10607
New York City
TTY: 711
Bronx, Kings (Brooklyn), New York (Manhattan), Queens and Staten Island
Westchester Independent Living Center (WILC)
10 County Center Road, 2nd fl.
White Plains, NY 10607
TTY: 711
Genesee, Livingston, Monroe, Ontario, Seneca, Wayne and Yates Counties
Rochester Regional Health Unity St. Mary´s Campus
89 Genesee Street
Rochester, NY 14611
TTY: 315-479-6363
Herkimer, Jefferson, Lewis, Madison, Oneida, Onondaga, Oswego and St. Lawrence Counties
635 James Street
Syracuse, NY 13203
New York State Department of Health
Office of Health Insurance Programs
NHTD Waiver Program

1 Commerce Plaza
Room 1620
Albany, NY 12210