How do I file a complaint about an Alabama assisted living facility?
Call ADPH's assisted living complaint hotline at 1-866-873-0366, or write to the ALF Complaint Unit, Bureau of Health Provider Standards, 201 Monroe Street, Suite 700, Montgomery, AL 36130-3017.
ADPH lists abuse, neglect, poor care, insufficient staff, unsafe or unsanitary conditions, dietary problems and mistreatment as reasons to complain. Give dates, names of staff if known, the resident's room, and what you saw. Complaint investigations show up in the initial comments of later statements of deficiencies, with whether each complaint was substantiated.
How do I file a nursing home complaint in Alabama?
Use ADPH's online Nursing Home Complaint Form or call the ElderCare Hotline at 1-800-356-9596; complaints can also be mailed to ADPH's Complaint Unit at the Montgomery address.
Because nursing homes are federally certified, findings from a complaint survey also flow into CMS Care Compare, where they count toward the home's health inspection rating. Our nursing home pages show the complaint-related deficiency count from CMS's newest cycle.
Who investigates elder abuse in Jefferson and Shelby counties?
The Alabama Department of Human Resources' Adult Protective Services investigates abuse, neglect and exploitation of adults who cannot protect themselves, under the Adult Protective Services Act of 1976; call the Adult Abuse Hotline at 1-800-458-7214, or 911 in an emergency.
APS is run through each county DHR office, so a report about a parent in Hoover reaches the Jefferson or Shelby office depending on where the parent lives. DHR reports 9,912 adult abuse, neglect and exploitation reports statewide in fiscal 2023. Financial exploitation, such as a caregiver draining an account, belongs here too.
What does the long-term care ombudsman do in the Birmingham area?
The ombudsman is a free, confidential advocate for residents of nursing homes and assisted living who resolves complaints with the facility, explains rights and can attend care-plan or discharge meetings; it is run locally by the area agencies on aging.
| Area agency on aging | Counties (of our seven) | Main phone | Toll-free / ADRC |
|---|---|---|---|
| United Way Area Agency on Aging of Jefferson County (UWAAA) | Jefferson | (205) 458-3330 | 1-800-AGE-LINE (1-800-243-5463) |
| Middle Alabama Area Agency on Aging (M4A) | Shelby, St. Clair, Blount, Walker, Chilton | 205-670-5770 | 1-866-570-2998 |
| West Alabama Regional Commission Area Agency on Aging (WARC) | Bibb | 205-333-2990 | 1-800-432-5030 |
The ombudsman works for the resident, not the facility or the family, so it will follow the resident's wishes when they conflict with a relative's.
At a glance
| Call ADPH when | Call APS or 911 when | |
|---|---|---|
| Care quality | Staffing, medication or cleanliness problems | A resident is in immediate danger |
| Records | Missing postings or paperwork | Money is being taken or misused |
| Outcome | You want an inspection of the facility | You want an investigation of a person |
| Advocacy | Pair with the ombudsman for ongoing help | Pair with law enforcement for crimes |
Sources: Ala. Admin. Code chapters 420-5-4, 420-5-10 and 420-5-20; ADPH Bureau of Health Provider Standards; ADPH Health Care Facilities Directory and Deficiencies applications; Alabama DHR Adult Protective Services. See our editorial standards.
