Omaha Senior AdvisorHow do I file a complaint about an Omaha assisted living facility or nursing home?
File it with the Nebraska DHHS Licensure Unit's Health Facility Investigations section: online through the DHHS complaint form, by calling the complaint intake line at (402) 471-0316 (Monday through Friday, 8 a.m. to 5 p.m. Central), by fax to (402) 742-2389, or by mail to Health Facility Investigations, Licensure Unit, DHHS, PO Box 94669, Lincoln, NE 68509-4669.
DHHS asks families to raise the concern with the administrator first and allow time for a response. Complaints are kept confidential, and investigations are unannounced; they may include record reviews, interviews with residents, staff and family, and observation of care. Give dates, names and witnesses. A complaint alleging a violation of the Assisted-Living Facility Act or 175 NAC 4 is itself grounds for a focused inspection of an ALF.
Where do I report abuse, neglect or financial exploitation of an older adult in Nebraska?
Call Nebraska Adult Protective Services at (800) 652-1999 or report online; APS investigates abuse, neglect, self-neglect and exploitation of vulnerable adults, and reports can also be made to law enforcement, especially when someone is in immediate danger.
APS keeps the reporter's name confidential, sharing it only with law enforcement, the county attorney and the DHHS Licensure Unit when appropriate. Owners, operators and employees of any DHHS-licensed facility are mandatory reporters, as are doctors, nurses and other caregivers. Signs worth reporting include unexplained injuries, sudden changes in behavior around certain people, unpaid bills despite enough money, missing medications, poor hygiene and untreated pressure sores. If someone is in danger now, call 911 first.
What does the Long-Term Care Ombudsman do for Omaha residents?
The Nebraska Long-Term Care Ombudsman, reachable at (800) 942-7830 or DHHS.LTCOmbudsman@nebraska.gov, is a free, confidential advocate for residents of nursing homes and assisted-living facilities who helps resolve complaints, explains residents' rights and pushes for changes that affect many residents.
Unlike the Licensure Unit, the ombudsman does not inspect or cite facilities; it works for the resident, with the resident's permission, and can join a care conference, help respond to a discharge notice, or sort out a billing dispute. The program also trains volunteer ombudsman advocates who visit facilities in the Omaha area. It publishes guides on selecting a nursing home, the facts about assisted living, and surrogate decision making.
Which office should we call first?
Call 911 for immediate danger, APS for suspected abuse, neglect or exploitation, the ombudsman when you want an advocate to help resolve a problem with the facility, and the DHHS Licensure Unit when you believe the facility is breaking licensing rules and want it investigated.
The offices refer cases to one another, so you will not be turned away for calling the “wrong” one, but the right first call is faster. Many families do two things at once: file a licensing complaint and ask the ombudsman to help the resident through the process. For concerns about a nurse or medication aide as an individual, the Licensure Unit's complaint process covers medication aides and nurse aides, while other licensed professionals go through the Professions and Occupations Investigations unit.
What happens after a complaint about a Nebraska facility?
DHHS decides whether to investigate, and an investigation is unannounced; if it finds violations that do not create imminent danger, DHHS may request a statement of compliance, and if it finds serious violations it can impose discipline under 175 NAC 4-008, up to suspension or revocation of an ALF license.
Investigation results become part of the facility's record that appears in the LIS lookup. The person who complained may be contacted with questions. If the problem continues while the process runs, keep documenting it and stay in touch with the ombudsman, who can follow up with the facility on the resident's behalf.
At a glance
| Licensure Unit (402) 471-0316 | Ombudsman (800) 942-7830 | |
|---|---|---|
| Role | Investigates and enforces licensing rules | Advocates for the resident |
| Starts with | A complaint about the facility | A resident's concern, with consent |
| Outcome | Statements of compliance, discipline | Resolution, rights education, system change |
| Abuse | Refers and investigates facility issues | Refers to APS at (800) 652-1999 |
Sources include 175 NAC 4 (assisted-living facilities), the Nebraska Revised Statutes cited above, Nebraska DHHS program and licensure pages, CMS, CareScout and VA rate tables; see our editorial standards.
