Lakeland Health Care

File a Complaint

Michigan Department of Community Health Bureau of Health Systems
A Citizen's Guide to Filing a Complaint Against a Licensed Health Care Facility

The Michigan Department of Community Health (MDCH) investigates complaints against health care facilities that fail to deliver services as required by federal and state laws. Examples of allegations investigated include physical, mental, or sexual abuse of a resident or patient; neglect of a resident or patient; misappropriation of property; failure to provide adequate care or in accordance with a physician's orders; unsanitary conditions; inadequate staffi ng to meet resident or patient care needs.

All nursing homes are required to post the name, title, location, and telephone number of an individual in the nursing home who is responsible for receiving complaints and conducting complaint investigations. Someone in the nursing home should be on duty 24 hours a day, 7 days a week to respond to complaints.

You may wish to contact the facility representative or administrator before filing this complaint. Lakeland encourages you to submit your concerns or complaints directly to them bycalling (269) 983-8624. Efforts will be made to resolve your concerns promptly or within seven(7) days, if possible.

Filing a Complaint

The Bureau of Health Systems (BHS) must have the following minimum information to open a complaint:

  • Complainant's name, address, and telephone number
  • Facility's name and location
  • Resident/patient name and location
  • Nature of complaint
  • Date of incident

Anyone may file a complaint against a licensed or certifi ed health care facility by:

  • Submitting the BHS Online Complaint Form on the internet at http://www.michigan.gov/ bhs by clicking "Health Systems & Licensing" (button in left-hand column), "Featured Services", form title (in center of page)
  • Completing and mailing a Nursing Home Complaint Form (BHS-OPS-361a) - for nursing homes only
  • Completing and mailing a Health Facility Complaint Form (BHS-OPS-361) - for health facilities otherthan nursing homes (see Facility Types Investigated by MDCH, BHS)
  • Submitting a letter with at least the required complaint information shown above
  • Calling the toll-free Complaint Hotline at 1-800-882-6006 to file an oral complaint or with questions.

Mail written complaints to:

Michigan Department of Community Health
Bureau of Health Systems, Complaint
Investigation Unit
P.O. Box 30664
Lansing, MI 48909
Fax: 517-241-0093

NOTE: The name of a complainant and a resident named in a complaint are not disclosed to a nursing home during an investigation unless the complainant or resident consent in writing. However, the investigation can proceed more quickly if the complaint can be discussed at the time of the investigation. For other health care facilities, the name of the complainant and the charges contained in the complaint are a matter of public record. Health care facilities are not informed of the date and time an investigation will be conducted.

What Happens When a Complaint is Filed

  1. The Complaint Unit receives an oral or written complaint.
  2. A complaint number is assigned, priority determined, and an acknowledgment mailed to the complainant.
  3. The complaint is assigned to an investigator.
  4. An investigator contacts the complainant to discuss the allegations.
  5. The investigator conducts an investigation.
  6. The investigator contacts the complainant to discuss the findings.
  7. A written report explaining the findings is sent to the complainant with instructions on how to request a review if dissatisfied with the findings.
  8. Findings are sent to the facility. If the complaint is substantiated, the facility is informed of any penalties that apply and the requirement to take corrective action.

Other Agencies That Help Citizens With Health Facility Complaints

Citizens for Better Care (CBC)
CBC is an advocacy group for nursing home residents and families. Detroit 1-800-833-9548/313-832-6387 Website: http://www.cbcmi.org

Centers for Medicare & Medicaid Services (CMS)
The offi cial U.S. government site for people with Medicare which includes nursing home comparisons and nursing home inspection reports and other information. Website: http://www.medicare.gov/

Department of Attorney General (AG)
The Attorney General investigates elder abuse and Medicaid fraud. Toll-free number: 1-800-242-2873 Website: http://www.michigan.gov/ag/ (to file an online complaint with A.G.)

Michigan Department of Labor & Economic Growth, Bureau of Construction Codes, Offi ce of Fire Safety
Investigates complaints concerning health care facility physical plant problems. (517) 322-1162

Department of Human Services (DHS) formerly FIA
Investigates complaints against Homes for the Aged and Adult Foster Care Facilities. Toll free: 1-866-856-0126 Website: Adult Foster Care and Homes for the Aged

Michigan Department of Community Health, Bureau of Health Professions (BHP)
Receives complaints against individual health care professionals, such as doctors, nurses, social workers and nursing home administrators. Forms can be requested at: (517) 373-9196; by e-mail at bhpinfo@michigan.gov and BHP Complaint & Allegation website: http://www.michigan.gov/healthlicense (click on "file a complaint")

Michigan Protection & Advocacy Service (MPAS)
MPAS can tell you who you should call to report abuse/neglect, help you file a complaint, investigate an abuse/neglect allegation. Toll-free number: 1-800-288-5923 Website: http://www.mpas.org/ 

State Long Term Care Ombudsman
State long term care ombudsman will help identify, investigate and help resolve complaints of residents of licensed longterm care facilities through its network of local ombudsmen. Toll-free number: 1-800-485-9393

Patients & Visitors

For Patients
Maps & Directions
For Visitors
Phone Numbers

Online Tools

For Visitors
For Physicians
For Associates
Find Education
Laboratory Test Catalog
Community Health
Needs Assessment
Pay Your Bill Online
Refer a Patient
View the Nursery

Quality & Safety

Awards & Recognition
It's Okay to Ask
Quality Care
 
Connect with us on:
                  Bookmark and Share

 

 

Locations

 

 

            
    Lakeland Medical Center, St. Joseph  
    Lakeland Hospital, Niles  
    Lakeland Hospital, Watervliet  
    Center for Outpatient Services, St. Joseph  
     
     
 
       
         
   

Your generosity can make a difference in the lives of others.
Donate now.

© 2014   Lakeland HealthCare   1234 Napier Avenue   St. Joseph, Michigan 49085   1-800-968-0115
Contact Us   |   Notice of Patient Privacy Practices   |   Sitemap