Greensboro Senior AdvisorWhere do we file a complaint about a licensed care home in North Carolina?
With DHSR's Complaint Intake Unit at 1-800-624-3004 (919-855-4500 from outside the state), weekdays 9 a.m. to noon and 1 to 4 p.m., or through the online complaint form on DHSR's website.
The unit takes complaints about adult care homes, family care homes, nursing homes, home care agencies and hospices. Complaints about adult care homes are often investigated by the county department of social services' adult home specialists, and the results appear among the home's inspection documents as a DSS complaint investigation. Give dates, names and what happened; anonymous complaints are accepted.
What does the long-term care ombudsman do for Triad residents?
The regional long-term care ombudsmen at the Piedmont Triad Regional Council Area Agency on Aging (336-904-0300) advocate for residents of adult care homes, family care homes and nursing homes in all three counties, helping resolve complaints and explaining residents' rights, at no cost.
The ombudsman works for the resident, not the facility or the state licensing agency, and keeps what residents say confidential unless they agree otherwise. They are especially useful with discharge notices, billing disputes, problems with personal funds and situations where a family wants an outside voice in a care-plan meeting. Each county also has community advisory committees of volunteers who visit homes.
Who investigates abuse, neglect or exploitation of an older adult?
Adult Protective Services at the county department of social services: in Guilford County call 336-641-3137 (after hours 800-378-5315), in Randolph County 336-683-8300, and in Rockingham County 336-342-1394.
North Carolina's APS is run county by county, so reports go to the county where the adult lives. Anyone who suspects that a disabled or older adult is being abused, neglected or exploited has a duty to report under state law. If someone is in immediate danger, call 911 first.
What about a problem with a nursing home in Greensboro?
The same DHSR Complaint Intake Unit takes nursing home complaints, and its Nursing Home Licensure and Certification Section investigates them for both state licensure and federal certification; the ombudsman can help too.
Substantiated complaint findings in certified homes show up in CMS Care Compare as complaint deficiencies, which our nursing home pages list separately from routine survey findings. A home with many complaint deficiencies relative to its size deserves a closer look.
Can a home retaliate against a resident who complains?
No. North Carolina's Declaration of Residents' Rights protects a resident's right to present grievances and recommend changes without fear of reprisal, and discharge for complaining is not a permitted reason.
If you fear retaliation, say so to the ombudsman, who can raise the issue without naming the resident when appropriate. Keep a simple log of dates, conversations and who you spoke with; it makes any investigation faster.
Side by side
| Call this office | for this problem | |
|---|---|---|
| DHSR Complaint Intake (1-800-624-3004) | Care or rule problems in a licensed home or agency | Not for emergencies |
| Ombudsman (336-904-0300) | Residents' rights, discharge notices, disputes | Not a licensing enforcer |
| County APS | Abuse, neglect or exploitation of an adult | Not for billing disputes |
| 911 | Immediate danger | Not for routine complaints |
Drawn from G.S. Chapter 131D, 10A NCAC 13F and 13G, DHSR and NCDHHS publications, NC Medicaid, CareScout, CMS, the VA and the Piedmont Triad aging agency cited in the text; our editorial standards explain how we check them.
