You should receive professional, ethical, and competent services from your home care agency. You should never except less than this. Sometimes agencies employee staff who do not follow the agencies guidelines. When this happens it needs to be reported. Don't overlook problems. Report concerns immediately to your provider.

You may file a complaint for poor service, no service, staff abuse (verbal, physical, mental, sexual, financial), destruction of property, misappropriation of property (money, food, medications, etc.), or for other reasons that you feel strongly about.

When you are thinking of filing a complaint you should have certain information available to help the agency understand the problem or concern.

• The name of the aide or nurse

• The day and time of the occurrence (if known)

• The exact circumstances of the occurrence

• What you feel is the appropriate action to take

• Any other information that may be pertinent to the complaint

If you are having problems with a provider and would like to report your concerns, follow the guidelines below.

• File your complaint with the home care provider. Each provider has to furnish you with a number and name of the contact person who will take your complaint or concern. The provider then has 72 hours to investigate your complaint and inform you of its findings.

• The agency can not discriminate, terminate your services, or subject you to reprisal for filing a complaint.

If you have a concern about an agency that you do not feel comfortable reporting your concerns to or you have reported your concerns and have not received an answer that is satisfactory, you may file a complaint directly to the Division of Facility Services (DFS). The DFS regulates home care agencies and ensures that the agencies are in compliance with rules and regulations.

You may file a complaint for any of the reasons listed above or you may have a more serious complaint such as theft, harassment, injury to self or others, suspected employee drug or alcohol abuse, and any violation of the home care rights. You may also report agencies who are harassing you to switch your services to their agency.

• You may file your complaint with the Department of Health & Human Services. The homecare hotline number is 800-624-3004.

• When you file your complaint you may remain anonymous if you wish, however you must give enough information to justify a complaint investigation of an agency.

   

To report fraud and abuse of the Medicaid Program:

Program Integrity Section, DMA

2515 Mail Service Center

Raleigh, North Carolina 27699-2515

919-733-6681

Website: www.dhhs.state.nc.us/dma

To report Home Care, Home Health or Hospice Licensure & Certification Violations:919-733-1610