To report a complaint:
Toll Free: 1-800-955-1819 or
Metro Richmond area: (804) 367-2106
In addition to regulatory compliance inspections, the Office of Licensure and Certification (OLC) investigates consumer complaints regarding the quality of health care services received. This includes complaints received against: nursing facilities, inpatient and outpatient hospitals, home care organizations, hospice programs, dialysis facilities, and clinical laboratories. The OLC does not have jurisdiction over provider fees or charges or provider billing practices. Complaints that do not fall within the OLC’s jurisdiction are referred to the appropriate agency and complainants are notified of that action. If the concerns are not found to be a violation of applicable law or regulation, you will be informed of the options available to you. If your concerns are related to the provision of health care, an investigation will be conducted and you will receive the results of our findings.
Consumers are encouraged to address their concerns directly with the
medical care entity whenever possible, as most want to be informed if
there is dissatisfaction with the care delivered.
Do not hesitate, however, to contact the OLC with complaints that may seriously jeopardize patient health and safety. The earlier an incident is reported, the better opportunity of a thorough investigation of your concerns.
Statement Regarding Confidentiality
OLC treats the identity of the complainant and patient as confidential
during the course of its investigation pursuant to § 32.1-138.5 of the
Code of Virginia. However, the OLC reserves the right to disclose to the
nursing facility the nature of the complaint or the identity of the patient
who is the subject of the complaint as permitted by § 32.1-138.5 of the
Code of Virginia.
Section 32.1-138.5 authorizes the disclosure of “the nature of the
complaint or the identity of the patient” to the nursing facility. It only
permits the disclosure of the complainant’s identity in advance of an
administrative hearing in which the Department “intends to rely, in
whole or in part, on any statements made by the complainant.
To file a complaint via telephone:
Messages left after normal business hours, on weekends or holidays will be returned the next business day.
If you have any questions regarding this process or your complaint, feel free to contact us.
To file a written complaint:
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