Arizona Department of Health Services

Health and Wellness for All Arizonans
Division of Licensing Services

Health Complaints FAQs

WHAT CONSTITUTES A COMPLAINT?
Complaints are related to quality of life and quality of care, including residents’ rights, abuse, neglect, dietary problems, staffing and environmental concerns.
WHO CAN FILE A COMPLAINT?
Anyone with knowledge or concerns about an assisted living, behavioral health, long term care or medical facility may file a complaint in writing. Most complaints are filed by residents, family members, concerned friends, a guardian of resident, facility staff members, other health professionals and ombudsman. It is most important that the complainant provide as much specific information as possible including the name and address of the facility, date and time of events indicated in the complaint. It is imperative that complaints be reported timely since it is difficult to effectively gather information surrounding an incident that occurred months before.
WHY REPORT IN WRITING?
The complaint form is available 24 hours a day, seven days a week. There is no time spent on the telephone. It ensures that the information you give about your complaint will be more accurate and complete.
HOW ARE COMPLAINTS INVESTIGATED?
Complaints are assigned to a surveyor and investigated. The investigation may include a review of records, interviews with staff and residents, and observation of the care of the residents. If names have been provided in the complaint, those persons will be contacted. An investigation of a complaint may result in a complete compliance survey being conducted.
HOW WILL I KNOW THE RESULTS OF MY COMPLAINT?
Complainants and the facility are notified of the findings of each investigation. The name of the complainant is not shared with the facility so confidentiality is protected.
HOW DO I FILE A COMPLAINT?
Go to the next page and complete all the information that the form asks for that you are able to provide. Please remember the more information that you can provide only helps the surveyor investigate your complaint in a timely manner.