Winston-Salem Senior AdvisorWhere do we file a complaint about a licensed care home in Winston-Salem?
With DHSR's Complaint Intake Unit at 1-800-624-3004 (or 919-855-4500), weekdays 9 a.m. to noon and 1 to 4 p.m., or through its online complaint form; the unit takes complaints about adult care homes, family care homes, nursing homes, home care agencies and hospices.
Have the facility name, the date and time of what happened, who was involved and what you saw. You can file without giving your name. The unit decides how urgently to investigate based on the risk described, and the investigation may be made by DHSR staff or, for adult care homes, by the county's adult home specialists. Findings appear later in the home's public file.
What does the long-term care ombudsman do?
The regional long-term care ombudsman, based at the Piedmont Triad Regional Council Area Agency on Aging in Kernersville ((336) 904-0300), advocates for residents of adult care homes, family care homes and nursing homes, helps resolve complaints and explains residents' rights, at no charge.
The ombudsman works for the resident, not the facility or the family, and keeps the resident's wishes and confidentiality at the center. That makes the ombudsman the right first call for problems like a discharge notice, a dispute over charges, a resident's choices being overridden or a grievance the home has ignored. Each county also has a community advisory committee of volunteers who visit homes regularly.
When should we call Adult Protective Services instead?
Call the county department of social services' Adult Protective Services when you suspect abuse, neglect, self-neglect or financial exploitation of an adult with a disability, whether at home or in a facility; call 911 first if someone is in immediate danger.
APS numbers for our five counties: Forsyth 336-703-3503 weekdays (911 after hours and on holidays); Davidson 336-242-2500 (after hours 336-249-0131); Davie 336-753-6250; Stokes 336-593-2861 (after hours 800-672-2851); Yadkin 336-849-7910. North Carolina law requires anyone who has reason to believe a disabled adult needs protective services to report it, and reporters acting in good faith are protected.
What happens after a complaint about a North Carolina care home?
DHSR or the county screens the complaint, investigates on site if the allegations warrant it, and cites the home if rules were broken; serious findings can lead to penalties, and the results are posted in the home's public file.
You may not hear the details of every step, especially if you filed without your name. Watch the home's DHSR record for a new complaint investigation document in the following weeks; our facility pages list those documents by date. If the problem continues, file again and call the ombudsman, who can follow up from the resident's side.
Can a resident be punished for complaining?
No. North Carolina's residents' bill of rights protects a resident's right to voice grievances without retaliation, and a discharge or change in care that follows a complaint can itself be reported to DHSR and the ombudsman.
Families sometimes hold back because they fear the home will take it out on a parent. Keep notes with dates, raise the issue in writing with the administrator first when it is safe to, and bring in the ombudsman early. Most problems are fixed at that stage; the formal complaint is there for the ones that are not.
What it is, and what it is not
| This office handles | This office does not handle | |
|---|---|---|
| DHSR Complaint Intake, 1-800-624-3004 | A licensed facility breaking care or licensing rules | Emergencies in progress |
| Regional ombudsman, (336) 904-0300 | Residents' rights, discharge disputes, ignored grievances | Fines or license actions |
| County Adult Protective Services | Abuse, neglect or exploitation of a disabled adult | Billing disputes with a home |
| 911 | Anyone in immediate danger | Routine care complaints |
Based on N.C.G.S. Chapter 131D, 10A NCAC 13F and 13G, DHSR and NCDHHS documents, NC Medicaid, CMS, the VA, CareScout and the local agencies named above; see our editorial standards for how each is checked.
