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Complaints About Home Care Agencies and Hospices

The New York State Department of Health, Division of Home and Community Based Care is responsible for investigating complaints and incidents for home care agencies and hospices in New York State. The federally mandated Home Health Hotline (1-800-628-5972) can be called 24 hours per day, seven days per week. The hotline is manned by Division of Home and Community Based Care staff from 10 a.m. to 4 p.m. Monday through Friday. Complaints and incidents may also be submitted by fax (518-408-5309) or by mail to:

Division of Home & Community-Based Services

875 Central Avenue

Albany, New York 12206

Alternatively, you may send an e-mail to homecare@health.state.ny.us with the nature of the complaint. We also would appreciate if you would optionally provide us with your e-mail address, contact number, and name, so that we may contact you promptly regarding the complaint.

Home Care Agency/Hospice Complaint Investigations

All complaints received about home care agencies/hospices are reviewed by the Department's Regional Office with jurisdiction over the provider with appropriate action taken. The most serious complaints require Department investigators to conduct interviews, review clinical/patient care records and other provider documentation, and perform other activities during the onsite visit to the agency.

Some complaints and incidents contain more than one allegation. If an investigation determines that any of the allegations did occur, then the complaint is sustained. Further, the investigation will determine whether a provider has failed to meet federal and/or state requirements. In cases where the Department determines the agency violated regulation, the Department will issue a citation to the home care agency. The agency then must submit a plan of correction that is acceptable to the Department and correct the deficient practice.

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