Problem Solving Procedure
We are committed to ensuring that your rights are protected. If you feel that our staff has failed to follow our policies or has in any way denied you your rights, please follow these steps without fear of discrimination or reprisal:
1. Notify the Director of Nursing or the Administrator by phone at 815-513-8056, 24 hours, 7 days a week. You may also submit your complaint via email to firstname.lastname@example.org.
2. You may also contact the state’s toll-free home care hotline at 1-800-252-4343, which operates from 8:30 am to 4:30 pm, Monday through Friday (except on holidays). After normal business hours, you can leave a message with the answering service. The purpose of the hotline is to receive complaints or questions about local home care agencies and to lodge complaints concerning the implementation of advance directive requirements. Complaints may also be submitted by other electronic means or in writing to the:
Illinois Department of Public Health
Office of Health Care Regulations,
Central Complaint Registry
525 W. Jefferson St., Ground Floor
Springfield, IL 62761-0001
Under Illinois law, we have an obligation to report any reasonable suspicion of client abuse, neglect or financial exploitation to the appropriate investigative and regulatory agencies.
Possible health care fraud-should be reported to the Attorney General’s
Health Care Fraud Unit toll free at
3. You may also contact The Joint Commission’s Office of Quality and Patient Safety to report any concerns or register complaints about a Joint Commission-accredited health care
organization by calling 1-800-994-6610, emailing email@example.com or writing