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
P.O. Box 30664
Lansing, MI 48909
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
- The Complaint Unit receives an oral or written complaint.
- A complaint number is assigned, priority determined, and an acknowledgment mailed to the complainant.
- The complaint is assigned to an investigator.
- An investigator contacts the complainant to discuss the allegations.
- The investigator conducts an investigation.
- The investigator contacts the complainant to discuss the findings.
- A written report explaining the findings is sent to the complainant with instructions on how to request a review if dissatisfied with the findings.
- 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 firstname.lastname@example.org 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