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Quality of Care

If you are concerned about the care of yourself or a loved one, we encourage you to speak out. Whenever possible, it is advisable to have a calm discussion with the person or provider of services to see if a positive outcome can be achieved. If however, circumstances do not allow for this or you have tried with no resolution, here are some other avenues for you to explore. 

Long Term Care Ombudsman Program

Phone Number: 1-855-582-6769

"Educating, empowering and advocating for long-term care residents. The Ombudsman Program is an effective advocate and resource for older adults and persons with disabilities who live in nursing homes, assisted living and other licensed adult care homes. Ombudsmen help residents understand and exercise their rights to good care in an environment that promotes and protects their dignity and quality of life. 

The Ombudsman Program advocates for residents by investigating and resolving complaints made by or on behalf of residents; promoting the development of resident and family councils; and informing government agencies, providers and the general public about issues and concerns impacting residents of long-term care facilities." 

Ombudsman Coordinator through Catholic Charities:

Hamilton County - Erin Plonka PH#(518)372-5667, ext. 206 

Warren County - same as above

Link to Page:

Link to Our Nursing Home Complaint Form

New York State Department of Health (NYSDOH)

"The New York State Department of Health, Division of Nursing Home and ICF/IID Surveillance is responsible for investigating complaints about resident abuse, neglect, mistreatment and incidents occurring in nursing homes in New York State that are related to a State and/or Federal regulatory violation.

Anyone can file a complaint against a Nursing Home. All complaints are confidential and can be made anonymously. Due to HIPPA regulations, the department is restricted from releasing patient protected information regarding a complaint case. It is advisable to have one designated representative when filing a complaint on behalf of the family or a group of individuals since only the person who files the complaint will receive correspondences from the Nursing Home Complaint Program."

Nursing Home Complaint Hotline - PH#1-888-201-4563

Link to Fill Out a Nursing Home Complaint Form:


PH#1-855-373-2122; NYS Relay: Dial 7-1-1

"The Justice Center operates a toll-free hotline for receiving reports of allegations of abuse, neglect and significant incidents 24 hours a day, seven days a week. Anyone who witnesses or suspects the abuse or neglect of a person with special needs can make a report. Mandated reporters who have reasonable cause to suspect that a reportable incident has occurred by staff must report it to the Justice Center immediately upon discovery. The caller is instructed to hang up and dial 9-1-1 if a report involves an emergency situation.

The Justice Center is authorized to investigate all reports of abuse and neglect, pursue administrative sanctions against staff found responsible for misconduct and its Special Prosecutor/Inspector General shares jurisdiction with local district attorneys to prosecute criminal offense allegations. The Justice Center notifies local district attorneys of all potential criminal cases.

Justice Center Individual and Family Support advocates provide guidance and information to victims, their families, personal representatives, and guardians about the reporting and investigation process, offer support during criminal court proceedings, and are available to accompany victims during interviews and court appearances.

This Justice Center video features a number of individuals discussing the important work and mission of the Justice Center. They include family members of two individuals receiving care, Governor Cuomo when he announced the formation of the Justice Center, Joe Macbeth of the National Alliance for Direct Support Professionals, and Bill Gettman, chair of the Justice Center's Advisory Committee."

Link to page:

Adult Protective Services (NYS Help Line)


"APS is a mandated service provided by local social services districts. It involves intake, investigation and assessment of referrals of abuse, neglect, and financial exploitation of impaired vulnerable adults who live in the community. APS workers develop services plans for eligible clients to remedy physical abuse, sexual abuse, emotional abuse, neglect, financial exploitation, or to address unmet, essential needs of adults."

Link to Page: