Complaint Hotline
Definition: The state-operated telephone line through which anyone can file a complaint about a nursing home anonymously. Each state survey agency maintains a complaint intake system.
In Practice
Nursing homes must post the complaint hotline number prominently in the facility. All complaints are triaged by the survey agency based on the severity of the allegation. Serious complaints may trigger an unannounced complaint investigation within days. Facilities should not attempt to interfere with or discourage complaint filing.