Quick Reference for Long-Term Care
Problem Resolution in NC
Differences of opinion, misunderstandings, cultural differences - all these and more have the potential to escalate into a "problem". Often, these issues can be resolved by the parties communicating effectively. Sometimes, that communication is best facilitated through a third party, like a long-term care Ombudsman.
When you can, try to resolve any miscommunications and/or disagreements through talking with the facility representatives, administrator, and/or nurses.
If that doesn't prove to be satisfactory, contact your local long-term care Ombudsman for assistance.
If that doesn't prove to resolve the issue, there are more formal avenues to try. Remember, it is in the best interests of the long-term care resident to have the dispute/concern/problem/ disagreement/miscommunication resolved informally through reasoned and calm discussions.
Complaint and Question Toll-Free Hotline
Continuing Care Retirement Communities (CCRCs)
If You Suspect Abuse, Neglect, and/or Exploitation...
Nursing Homes
Quick Reference for State Level Contacts
NC Complaint and Question Toll-Free Hotline
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The NC Division of Health Service Regulation operates a Complaint and Question Toll-Free Hotline at 1-800-624-3004. The hotline is designed to provide a central resource for citizens to ask questions and raise concerns or complaints regarding care and services provided by facilities and agencies licensed by the Division. |
These facilities include:
- nursing homes
- assisted living homes (including adult care homes)
- group care homes
- hospitals
- hospice
- home health agencies
The hotline is staffed workdays from 8:00 a.m. until 5:00 p.m. Incoming calls received after hours will be directed to leave a message which will be answered the next working day.
The primary focus of the hotline is to provide assistance to callers so that problems involving care, resident rights or quality of life issues for facility residents can be resolved.
Questions not involving care, such as billing and reimbursement issues, may be addressed by calling CARELINE at 1-800-662-7030 for information and referral.
Abuse, Neglect, and Exploitation
Any suspicion of the occurrence of Elder Abuse must be reported, according to North Carolina law.
| Complaints of immediate life-threatening conditions as well as abuse, neglect and misappropriation in adult care homes are referred to Adult Protective Services within each county Department of Social Service. |  |
You may make a confidential and anonymous report if you wish. Remember,
the resident being abused needs your help.
Adult Care Homes
Should you decide to file a formal complaint related to an Adult Care Home, the first step is to lodge your complaint with the local Department of Social Services' (DSS) Adult Home Specialist. When you call the local DSS, ask specifically for an Adult Home Specialist. Make sure the DSS you call is in the county where the resident lives (i.e. the county in which the facility is located).
Each county Department of Social Services answers to the NC Division of Health Services Regulation Group Care Branch. If you have lodged a complaint with an Adult Home Specialist at the county, and wish to lodge a formal complaint with the state Division of Health Services Regulation, contact them at (919) 733-6650 or 1-800-624-3004.
courtesy Division of Health Service Regulation
Continuing Care Retirement Communities
CCRCs are regulated by the NC Department of Insurance (800-546-5664) and are licensed by the state Division of Health Service Regulation (800-624-3004) for the adult care home and/or nursing home level of care they provide.
The NC Division of Health Service Regulation, therefore, handles all grievances and quality issues for both the adult care home and the nursing home levels of care. Please note that will probably refer any complaints for adult care home beds to the county Department of Social Services for investigation.
The Department of Insurance handles grievances and quality issues pertaining to contractual issues and/or independent living.
| Adult Care Home | local DSS Adult Care Home Specialist |
| Nursing Home | NC Division of Health Service Regulation |
| Independent Living | NC Department of Insurance |
NC Department of Insurance
NC Division of Health Service Regulation
Nursing Homes
If you decide to file a formal complaint related to nursing home care, contact the NC Division of Health Services Regulation at (919) 733-8499 or 1-800-624-3004.
The local long-term care Ombudsman will be able to guide you through the process.
North Carolina State Level Contacts
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| Agency | Phone # | Contact Them! |
| NC Long-Term Care Ombudsman | 919-733-8395 | Contact Them! |
| NC Division of Health Service Regulation Adult Care Homes |
919-733-6650 | Contact Them! |
| NC Division of Health Service Regulation Nursing Homes |
919-733-8499 | Contact Them! |
| NC Division of Health Service Regulation Complaint & Question Hotline |
800-624-3004 | Contact for Issues of Care, Rights, or Quality of Life |
| NC CARELINE Information Hotline |
800-662-7030 | Contact for Issues of Billing, Reimbursement, & Miscellaneous Contact Them! |
| NC Long-Term Care Ombudsman Program List With Contact Information for all NC Programs | 919-733-8395 | Connect! |
