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How Do I Make a Complaint Against a Nursing Home?

Consumer Rights and Services takes complaints about the care, treatment or services received by people who live in nursing homes.

After a complaint is received, Regulatory Services conducts an on-site investigation according to state and federal rules and regulations. Investigations are unannounced. An investigation may consist of: observations, records reviews, and interviews with the person making the complaint, residents, staff, family members or others.

When the investigation is done, Regulatory Services notifies the person who made the complaint of their findings. This is done in writing or over the phone. But you should always requests the findings in writing.

You can make a complaint in one of these ways:

By Phone

Call toll-free 1-800-458-9858.

After selecting your language, select option 2 to report a complaint.

Then select :

  • Option 1 to report a complaint about a home health or hospice agency
  • Option 2 to report a complaint about a nursing home
  • Option 3 to report a complaint about an assisted living or adult day care facility
  • Option 4 to report a complaint about a HCS or Texas Home Living Program provider
  • Option 5 to report a complaint about a state supported living center or ICF/ID.

When leaving a voice mail, please:

  • state and spell your name;
  • provide a daytime phone number, with area code; and
  • leave a brief message.

Email

You can email complaints to CRSComplaints@dads.state.tx.us. Please make sure to include:

  • your name, address and daytime phone number;
  • your relationship to the person;
  • the names of person(s) involved;
  • name and address of the facility, home health agency, hospice or DADS program provider; and
  • brief narrative of your complaint.

DADS requests that you not send them any documents, pictures or video tapes, but you should let them know if you have them.

In Writing

DADS prefers that people call so they can get all the information right away to investigate and resolve a complaint but they will accept complaints by mail or fax. You can contact Consumer Rights and Services by mail or fax at the following address/fax:

Texas Department of Aging and Disability Services

Consumer Rights and Services — Complaint Intake Unit

Mail Code E-249

P.O. Box 149030

Austin, TX 78714-9030

Fax: 512-438-2724 or 512-438-2722

Please make sure to include:

  • your name, address and daytime phone number;
  • your relationship to the person;
  • the names of person(s) involved;
  • name and address of the nursing home; and
  • brief narrative of your complaint.

Again, DADS requests that you not send them any documents, pictures or video tapes, but you should let them know if you have them.

What information do I need to have when making a complaint?

If possible, please have the following information ready when making a complaint:

  • Your name, address and daytime phone number.
  • Your relationship to the person on whose behalf you are making the complaint.
  • Name and address of the facility, home health agency or hospice agency that the complaint is against.
  • How you became aware of the complaint, including if you witnessed the event or if you heard about it from another person.
  • The person’s name and how he or she was affected.

You will also need this information:

  • The level of care or service he or she is supposed to get;
  • Date of birth;
  • Social Security number;
  • How he or she is paying for the service;
  • Unit, room or floor number; and
  • Pertinent medical history.
  • Any injuries or negative outcomes affecting his or her physical or mental well-being.

Specifics of the complaint including:

  • Date, time and location of the alleged incident; and
  • The names of witnesses, the alleged perpetrator and anyone else you think may have relevant information.
  • Your belief about the scope of the incident; for example have any other consumers had the same or similar problems?

Is the identity of the person making the complaint kept confidential?

Yes. DADS keeps your name and that of the consumer confidential unless required to release it by law. However, if you choose to remain anonymous, DADS has no way to let you know the results of the investigation.