How to File a Nursing Home Complaint

A step-by-step guide to complaining about a nursing home to the state survey agency, CMS, or the ombudsman, with what to document and what happens next.

Category: resident-rights · Updated 2026

Families often hesitate to complain about a nursing home, worrying it will make things worse for the resident. Federal law prohibits retaliation, and there are several independent channels designed to investigate concerns. A well-documented complaint can trigger a state survey and lead to real changes.

This guide explains where to file, what to include, and what to expect after you submit. It is educational information, not legal advice.

Where to file

Channel	Best for
Facility administrator and director of nursing	Day-to-day concerns you want fixed quickly
State survey agency	Health, safety, and rights violations that require an investigation
Long-term care ombudsman	Advocacy, mediation, and help understanding options
1-800-MEDICARE	Routing a complaint about a Medicare- or Medicaid-certified facility
Adult protective services or 911	Immediate danger, suspected abuse, or neglect

You can file with more than one. The state survey agency is the main investigator for nursing home complaints, and the ombudsman can support you through the process.

What to document

Resident name, facility name, address, and room number
Dates, times, and locations of each incident
Names or descriptions of staff involved
What you observed, in specific terms
Who you told at the facility and what they said
Any injuries, changes in condition, or photos where appropriate
Copies of care plans, notices, or billing documents

Stick to facts you can describe. A clear timeline is more useful to an investigator than a general impression, though your concern itself is enough to report.

How the process works

Once you file, the state survey agency reviews the complaint and decides whether to investigate, often based on severity. Serious allegations, such as abuse or immediate jeopardy, are prioritized. Surveyors may make an unannounced visit, interview staff and residents, and review records. If they find a violation, the facility must submit a plan of correction, and CMS can impose enforcement. You may be contacted for more information and can ask about the outcome.

Tips that help your complaint

File as soon as possible, while details are fresh
Keep a copy of everything you submit
Report anonymously if you prefer; the agency can still investigate
Ask the ombudsman for help if the process feels unclear
Follow up if you do not hear back within a reasonable time
If the resident is in danger, call 911 first

The federal right to voice grievances without retaliation is in 42 CFR §483.10. See Nursing Home Resident Rights.

Sources: CMS Care Compare; ACL long-term care ombudsman program; 42 CFR §483.10. Informational only, not legal advice.

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Frequently asked questions

Can I file a complaint anonymously?

Yes. State survey agencies and the ombudsman accept anonymous complaints and can still investigate. Providing contact information helps if investigators need follow-up, but it is not required.

Will the facility know who complained?

Investigations are generally handled to protect confidentiality, though the facility may infer the source in a close-knit setting. Retaliation is illegal, and the ombudsman can help if it occurs.

What happens if the complaint is not substantiated?

The agency closes it without a citation. That does not mean your concern was unimportant. You may still raise it with the ombudsman or request a review of the decision.

Can I complain about staffing levels?

Yes. Staffing concerns can be reported to the state survey agency. Investigators may review staffing records and compare them with the requirements and the facility's reported data.

Is there a deadline to file?

There is generally no hard deadline, but filing promptly makes investigation easier because memories and records are fresher. Ongoing concerns should be reported as they happen.

Data sources

CMS Provider Data Catalog · CMS Care Compare. This guide is informational and is not medical advice. Processing date: 2026-10-05.

Important disclosures

Informational only, not medical advice. This directory publishes public data and general information. It does not provide medical advice, diagnosis, or treatment recommendations, and it is not a substitute for consulting a qualified health care professional or Medicare.

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