Complaints About Nursing Home Care

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 that are related to a State and/or Federal regulatory violation. A complaint against a nursing home should be submitted in writing by the complainant.

There are two ways to submit a complaint:

The Hotline can be called 24 hours per day 7 days per week and is staffed 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.

What happens after you file a complaint?

All complaints received about nursing homes are reviewed by the Department through the Centralized Complaint Intake Unit and appropriate action is 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.