Source: http://www.canhr.org/factsheets/nh_fs/html/fs_NH_complaint.htm
Timestamp: 2016-09-26 17:16:45
Document Index: 393600919

Matched Legal Cases: ['§1420', '§1432', '§1432', '§1419', '§1420', '§1420']

How to File a Complaint Against a Nursing Home – CANHR
Licensing & Certification District Offices
Sample Nursing Home Complaint Form*
Click here for a PDF of this fact sheet with the complaint form
* This is for Nursing Home complaints only.
To file a complaint against an RCFE/Assisted Living Facility, click here.
Stage 1 - Filing the Complaint
Any person (not just residents or their family members) or organization can file a complaint about a nursing home with the Licensing and Certification Division of the California Department of Public Health (DPH). DPH is the state agency that enforces nursing home laws and regulations through regular inspections and complaint investigations. File a complaint with DPH when problems are serious and/or other steps to resolve your concerns have not been effective.
You can file a complaint about abuse, neglect and any other matter protected by law. For example, you can file a complaint about violations of your rights, poor care, lack of staffing, unsafe conditions, mistreatment, improper charges, transfer and discharge concerns, and a failure to readmit you after a hospital stay.
In Addition to Filing a Complain with DPH
Although you are not required to try other dispute remedies first, it is usually best to do so.
Start by communicating with staff of the facility or a family council if one exists. Another option is contacting the long term care ombudsman office in your county for assistance (http://www.aging.ca.gov/Programs/LTCOP/Contacts/). The ombudsman program helps residents resolve concerns about their care and rights. The ombudsman does not have any powers or direct authority over the nursing home, however, it can try to resolve the complaint with the nursing home, express concerns with outside officials and help you file a formal complaint with DPH.
If your concerns are not resolved, file a complaint with DPH.
See the list of DPH Licensing and Certification district offices below to find the district office for your area.
Complaints may be made orally or in writing. If you phone in a complaint, follow up with a written complaint to ensure that there is a paper trail. Attached is a form you may use to file a complaint. What Information Should I Include in My Complaint?
Taking notes or keeping a written log will enable you to retrieve specifics later. When writing a complaint, be brief, concise, and complete. No investigator wants to read a long letter to figure out what's going on. Stick with the facts ("the nurse hit my mother"), and avoid stating generalities or making legal conclusions such as (the facility is guilty of elder abuse).
Your name, address, phone number, and relation to the resident
Name of the resident on whose behalf the complaint is made
Date(s) and time(s) of incidents
Names of witnesses (including other health care providers, such as hospital personnel or paramedics)
Names of staff, if relevant to the complaint
Records that should be examined
Stage 2 - Notifying Other Authorities of Your Complaint
Should I Notify Other Agencies or People About My Complaint?
Yes, other organizations may have authority to investigate your complaint or be able to give you advocacy support or information. Also, DPH may give your complaint better attention if it knows you have alerted other authorities. Send a copy of your complaint to CANHR, the local ombudsman office, and to:
Your California Assembly Member and Senator: Your elected officials need to know what is happening in California's licensed facilities. They make the laws governing nursing homes and DPH. If DPH does not respond properly to your complaint, tell your legislators about your experience and urge them to take action. You can identify the Assembly Member and Senator for your district at: www.leginfo.ca.gov/yourleg.html
The Bureau of Medi-Cal Fraud & Elder Abuse (BMFEA): Send BMFEA a copy of your complaint if it involves serious neglect, abuse or Medi-Cal fraud. The BMFEA is a division of the California Attorney General's office and it investigates and prosecutes those who abuse and neglect nursing home residents. There are three ways to file your complaint: (1) Call it at 800-722-0432; (2) File your complaint on-line at www.ag.ca.gov/bmfea; or (3) Mail a copy of your complaint to the California Department of Justice, Office of the Attorney General, Bureau of Medi-Cal Fraud and Elder Abuse, P.O. Box 944255, Sacramento, CA, 94244-2550.
Stage 3 - Investigation
After You Have Made a Complaint - What Happens Next?
DPH must notify you of the name of the assigned investigator within two (2) working days of your complaint. It is a good idea to call the assigned investigator prior to the onsite investigation to ensure the investigator is familiar with the details of your complaint and to discuss the planned investigation.
Under California law, DPH must begin an onsite investigation of your complaint within ten (10) working days of receipt. If the complaint involves a threat of imminent danger of death or serious bodily harm, DPH must investigate onsite within 24 hours of receipt of the complaint. As a result of a CANHR lawsuit, DPH is under court order to comply with the investigation timelines. CANHR is carefully monitoring its compliance with the court order. Please notify us if your complaint is not investigated within the above timelines.
As of July 1, 2016, DPH is also subject to timelines for completing complaint investigations. The following timelines are being phased in over a three year period.
Investigations of complaints filed from July 1, 2016 through June 30, 2018 involving a threat of imminent danger of death or serious bodily harm must be completed within 90 days of receipt. In extenuating circumstances, the deadline can be extended by up to 60 days upon written notification to the complainant and facility.
Investigations of complaints filed from July 1, 2017, through June 30, 2018 that do not involve threats of imminent danger of death or serious bodily harm must be completed within 90 days of receipt. In extenuating circumstances, the deadline can be extended by up to 90 days upon written notification to the complainant and facility.
Investigations of all types of complaints filed on or after July 1, 2018 must be completed within 60 days of receipt. In extenuating circumstances, the deadline can be extended by up to 60 days upon written notification to the complainant and facility. For complaints subject to the new completion deadlines, DPH must issue any citations resulting from its investigative findings within 30 days of completion of the complaint investigation. Citations are state fines that DPH can impose for certain types of violations. What Are My Rights as a Complainant?
You must be notified of the name of the assigned investigator within two working days of your complaint. California Health & Safety Code §1420(a)(1).
You have the right to be free from retaliation for a complaint. California law prohibits a facility from discriminating or retaliating against a resident or employee who cooperates in an investigation. Any type of discriminatory treatment within 180 days after a complaint is filed is presumed to be retaliatory and is punishable by a civil fine of up to $10,000. California Health & Safety Code §1432.
You have the right to remain anonymous. California Health & Safety Code §1432(h). California law requires that DPH keep your identity (and that of any other person named in the complaint) anonymous to the facility. California Health & Safety Code §1419(e). In your complaint, you can also specifically request to remain anonymous. Please note that anonymity can sometimes make it difficult to substantiate a complaint.
You have the right to accompany the investigator to the facility. If you wish to do so, include this request in your complaint. DPH should give you up to one-half working day notice of their scheduled, unannounced visit to the facility. Requests to accompany the investigator may not be granted if DPH determines that doing so would violate residents’ privacy. California Health & Safety Code §1420(a).
You have the right to a response. At the completion of its investigation, DPH must notify you in writing of its findings and of your right to appeal. California Health & Safety Code §1420(a)&(b).
Stage 4 - The Appeals Process
What If I'm Dissatisfied with DPH's Findings?
If you are dissatisfied with DPH's findings, you have the right to an informal conference. To request the informal conference, write to the DPH district office manager within 5 business days of receipt of the findings. The conference should be scheduled within 30 days of your appeal; you will meet with the DPH district manager (or designee) and possibly the nursing home administrator. Within 10 working days after the informal conference, DPH should notify both you and the facility of its determinations. You have the right to have an attorney with you.
What If I'm Dissatisfied with the Results of the Informal Conference?
If you are dissatisfied with the results of the informal conference, you may appeal to the Deputy Director at: California Department of Public Health, Center for Healthcare Quality, P.O. Box 997377, Sacramento, CA 95899–7377. To file this appeal, you have 15 days from receipt of the findings of the informal conference. A representative from the Complainant Appeals Unit will review the findings from the initial investigation and the informal conference. You have the right to request an interview with this representative. Based on the Appeals Unit review, the Deputy Director must make a final determination and notify you and the facility within 30 days. No further appeals are available through DPH.
Despite your legal right to appeal, DPH often ignores complainant appeals. If it does not respond to your appeal in a timely manner, call CANHR for advice.
Stage 5 - Ensuring Proper Investigation
Help! DPH Hasn't Gotten Back to Me in a While - What Do I Do?
If DPH does not keep you notified as detailed above, contact it to check on the status of your complaint. Know your complaint number, as well as the name and direct phone number of the investigator. Keep a timeline of all correspondence and communications with DPH. If the assigned investigator is not responsive, work the DPH chain of command. Contact the investigator's supervisor, then the district manager if necessary. Advise the legislators for your district and the ombudsman office if they do not take appropriate action to address your concerns.
Call CANHR at 800-474-1116 to discuss additional advocacy steps if your complaint is not addressed to your satisfaction.
You can find your complaint and appeal rights in the California Health & Safety Code, Sections 1419 and 1420. The California Health & Safety Codes are available online at: http://leginfo.legislature.ca.gov/faces/codes.xhtml
Key, by County, to Licensing and Certification District Offices
Find the county where the nursing home is and use the corresponding number to send the complaint to the appropriate Licensing and Certification District Office Location address below. The corresponding hyperlinks will show the appropriate office information.
Alameda-01 Kings-05 Placer-10 Shasta-03
Alpine-10 Lake-07 Plumas-03 Sierra-03
Amador-10 Lassen-03 Riverside-09 Siskiyou-03
Butte-03 Los Angeles-06 Sacramento-10 Solano-07
Calaveras-10 Madera-05 San Benito-14 Sonoma-07
Colusa-03 Marin-07 San Bernardino-11 Stanislaus-10
Contra Costa-01 Mariposa-05 San Diego-12/13 Sutter-03
Del Norte-07 Mendocino-07 San Francisco-04 Tehama-03
El Dorado-10 Merced-05 San Joaquin-10 Trinity-03
Fresno-05 Modoc-03 San Luis Obispo-15 Tulare-02
Glenn-03 Mono-11 San Mateo-04 Tuolumne-10
Humboldt-07 Monterey-14 Santa Barbara-15
No. Santa Clara-04
Licensing and Certification District (LCD) Office Addresses
Find the county office for a particular facility by using the table above.
850 Marina Bay Parkway, Bldg. P, 1st Fl, Richmond, CA 94804-6403
(510) 620-3900 Toll Free (866) 247-9100
Fax: (510) 620-3924, (510) 620-5820 Bakersfield Office
4540 California Avenue, Suite 200 Bakersfield, CA 93309
(661) 336-0543 Toll Free (866) 222-1903 Fax: (661) 336-0529
126 Mission Ranch Blvd., Chico, CA 95926
(530) 895-6711 / (800) 554-0350 Fax: (530) 895-6723
150 North Hill Drive, Suite 22, Brisbane, CA 94005
(415) 330-6353 / (800) 554-0353 Fax: (415) 330-6350 Fresno Office
285 W. Bullard, Suite 101, Fresno, CA 93704
(559) 437-1500 / (800) 554-0351 Fax: (559) 437-1555
12440 E. Imperial Highway, Room 522
Norwalk, CA 90650 (562) 345-6884 / (800) 228-1019 Fax: (562) 409-5096
Santa Rosa/ Redwood Coast District Office
2170 Northpoint Parkway, Santa Rosa, CA 95407
(707) 576-6775 / Toll Free: (866) 784-0703 Fax: (707) 576-2037 Orange County Office
681 S. Parker Street, Ste. 200, Orange, CA 92868 (714) 567-2906 / (800) 228-5234 Fax: (714) 567-2815 Riverside Office
625 East Carnegie Dr., Ste. 280
(909) 388-7170 Toll Free: (888) 354-9203 Fax: (909) 388-7174 Sacramento Office
3901 Lennane Dr., Ste. 210, Sacramento, CA 95834
(916) 263-5800 / (800) 554-0354 Fax: (916) 263-5840 San Bernardino Office
464 West Fourth St., Ste. 529,
(909) 383-4777 / (800) 344-2896 Fax: (909) 888-2315 San DiegoNorth
7575 Metropolitan Dr., Ste 104, San Diego, CA 92108 (619) 278-3700 / (800) 824-0613 Fax: (619) 278-3725 San DiegoSouth
7575 Metropolitan Dr., Ste. 211, San Diego, CA 92108 (619) 688-6190 / Toll Free (866) 706-0759 Fax: (619) 688-6444 San Jose Office
100 Paseo de San Antonio, Ste. 235,
(408) 277-1784 / (800) 554-0348 Fax: (408) 277-1032 Ventura Office
1889 N. Rice Avenue, Ste. 200, Oxnard, CA 93030
(805) 604-2926 / (800) 547-8267 Fax: (805) 604-2997 back to top
Sample Nursing Home Complaint Form The form below may be used as a guide for what to include when filing a complaint.
Download a printable complaint form here (pdf).
Date Completed: _______________ Name of person filing complaint: _________________________________
City: __________________________ State: _______ Zip: ____________ Daytime phone: ___________________ Evening: ____________________
I have sent a copy of my complaint to the appropriate Licensing and Certification district office of the California Department of Public Health.
I am sending a copy to the Attorney General. I want to know the name of the investigator assigned to this complaint.
Page Last Modified: July 20, 2016 Certified Community