Always respond to complaints, whether they are well founded or not. Use facial expressions, gestures, statements, questions and comments to show you're listening. Don't get upset and don't be condescending or patronizing. Treat your family member as an equal in the conversation. Lingering or more serious complaints should be taken up with the home's administration.
Most homes have a specific complaint procedure.
If you're uncertain, ask. Be sure your relative is kept informed that everyone is working on the complaint and give him status reports. Although you should always bring complaints to the attention of the staff first, you should also be aware of the other avenues available to you for resolving problems. Amendments made in 1978 to the Federal Older Americans Act set up an ombudsman program in each state to help family members who have complaints about nursing facilities and long-term care facilities. Residents or relatives should be encouraged to report any unresolved complaints to this or similar programs in their area.