Rochester Senior AdvisorHow do I file a complaint about an assisted living residence in New York?
Call the Department of Health's Adult Care Facility complaint line, 1-866-893-6772, weekdays 8:30 a.m. to 4:45 p.m., or use the online complaint form; you may remain anonymous.
Give as many specifics as you can.
How do I file a complaint about a nursing home?
Call the Nursing Home Complaint and Discharge Appeal Hotline, 1-888-201-4563, available 24 hours a day, or use the Department of Health's online form.
The same line handles nursing home discharge appeals.
Who is the long-term care ombudsman for Rochester?
Lifespan of Greater Rochester runs the ombudsman program for Monroe, Ontario, Wayne, Livingston, Orleans and four other counties, at 585-244-8400 ext. 114.
The service is free and confidential.
Can an adult home evict a resident?
Only for reasons the regulations allow, with written notice, usually at least 30 days, and if the resident does not leave, the operator generally must go to court.
The ombudsman can help a resident respond.
Who handles elder abuse in the community in Monroe County?
Monroe County Adult Protective Services at (585) 753-6532, with 911 for emergencies; Lifespan's elder abuse program at (585) 244-8400 also helps.
Other counties' APS units are part of their Departments of Social Services.
Do residents control their own money?
Yes, unless they choose to have the residence manage it or a legal representative is appointed; residences that hold resident funds must account for them.
Ask for a statement of any personal needs allowance account.
Can a resident have visitors at any time?
New York adult care facility residents have the right to receive visitors, and residences may set reasonable rules for safety but may not cut residents off from family.
Ask about evening and weekend visiting before admission.
Can I complain anonymously?
Yes; the Department of Health accepts anonymous complaints about adult care facilities and nursing homes, but the more detail you give, the easier it is to investigate.
Retaliation against a resident for a complaint is prohibited.
What is a residents' council?
A residents' council is a group of residents who meet regularly to raise concerns and suggestions with management; New York adult care facility and nursing home residents have the right to form and join one.
Families can ask whether a council meets and request its recent minutes.
At a glance
| Residents can | Residences cannot | |
|---|---|---|
| Complain | Call the DOH hotlines or ombudsman | Retaliate for complaints |
| Leave | Contest a discharge notice | Evict without notice and process |
