New York nursing home complaint guide
How to report neglect or abuse in a New York nursing home
Follow these steps to protect the resident, preserve the facts and get the complaint to the agency that investigates it.
- 01
Make sure the resident is safe
If the resident is in immediate danger, needs urgent medical care, or you suspect active abuse, call 911 first. Then tell the facility administrator and the director of nursing in writing, and ask what they will do and by when.
- 02
Document what you see
Write down dates, times and exactly what happened. Photograph injuries, bedsores and living conditions where appropriate. Note the names and titles of staff involved and anyone who saw it. Keep copies of every message to and from the facility.
- 03
Report it to the New York State Department of Health
The DOH investigates nursing home complaints. Call the Nursing Home Complaint Hotline at 1-888-201-4563 (it accepts calls 24 hours a day; staff answer 8:30 a.m. to 4:45 p.m. on weekdays), use the online complaint form, or email nhintake@health.ny.gov. Give the facts plainly and ask for an investigation.
- 04
Contact the Long Term Care Ombudsman
Ombudsmen are free, independent advocates for residents. Reach the New York State Long Term Care Ombudsman Program at 1-855-582-6769.
- 05
Get legal advice about serious harm
Falls with fractures, pressure injuries, infections that turn septic, malnutrition, dehydration, medication errors and unexplained injuries can be signs of neglect that give the resident or family legal claims. Deadlines apply, so ask early.