{"id":52,"date":"2016-07-20T20:26:05","date_gmt":"2016-07-21T01:26:05","guid":{"rendered":"https:\/\/www.vdh.virginia.gov\/licensure-and-certification\/?page_id=52"},"modified":"2026-03-05T10:52:55","modified_gmt":"2026-03-05T15:52:55","slug":"file-a-complaint","status":"publish","type":"page","link":"https:\/\/www.vdh.virginia.gov\/licensure-and-certification\/file-a-complaint\/","title":{"rendered":"File a Complaint"},"content":{"rendered":"<div id=\"pl-52\"  class=\"panel-layout\" ><div id=\"pg-52-0\"  class=\"panel-grid panel-has-style\" ><div id=\"complaint-portal\" class=\"panel-row-style panel-row-style-for-52-0\" ><div id=\"pgc-52-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-52-0-0-0\" class=\"so-panel widget widget_siteorigin-panels-builder panel-first-child panel-last-child\" data-index=\"0\" ><div id=\"pl-w6952f7f109e16\"  class=\"panel-layout\" ><div id=\"pg-w6952f7f109e16-0\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w6952f7f109e16-0-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w6952f7f109e16-0-0-0\" class=\"so-panel widget widget_sow-editor panel-first-child panel-last-child\" data-index=\"0\" ><div class=\"panel-widget-style panel-widget-style-for-w6952f7f109e16-0-0-0\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-editor so-widget-sow-editor-base\"\n\t\t\t\n\t\t>\n<div class=\"siteorigin-widget-tinymce textwidget\">\n\t<h2>File a complaint online via the OLC\u2019s complaint portal:<\/h2>\n<\/div>\n<\/div><\/div><\/div><\/div><div id=\"pgc-w6952f7f109e16-0-1\"  class=\"panel-grid-cell\" ><div id=\"panel-w6952f7f109e16-0-1-0\" class=\"so-panel widget widget_sow-button panel-first-child panel-last-child\" data-index=\"1\" ><div class=\"faqs panel-widget-style panel-widget-style-for-w6952f7f109e16-0-1-0\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-button so-widget-sow-button-flat-761b5d00f584\"\n\t\t\t\n\t\t><div class=\"ow-button-base ow-button-align-right\"\n>\n\t\t\t<a\n\t\t\t\t\thref=\"https:\/\/www.vdh.virginia.gov\/licensure-and-certification\/file-a-complaint\/complaint-portal-frequently-asked-questions\/\"\n\t\t\t\t\tclass=\"sowb-button ow-icon-placement-right ow-button-hover\" \t>\n\t\t<span>\n\t\t\t<span class=\"sow-icon-fontawesome sow-fas\" data-sow-icon=\"&#xf059;\"\n\t\tstyle=\"\" \n\t\taria-hidden=\"true\"><\/span>\n\t\t\tFAQs\t\t<\/span>\n\t\t\t<\/a>\n\t<\/div>\n<\/div><\/div><\/div><\/div><\/div><div id=\"pg-w6952f7f109e16-1\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-w6952f7f109e16-1-0\"  class=\"panel-grid-cell\" ><div id=\"panel-w6952f7f109e16-1-0-0\" class=\"so-panel widget widget_sow-button panel-first-child panel-last-child\" data-index=\"2\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-button so-widget-sow-button-flat-29af3f0ca769\"\n\t\t\t\n\t\t><div class=\"ow-button-base ow-button-align-center\"\n>\n\t\t\t<a\n\t\t\t\t\thref=\"https:\/\/vdhprod.servicenowservices.com\/olc?id=olc_public_catalog_item&#038;sys_id=e7393c2097b83e10ab873aa8c253afe3\"\n\t\t\t\t\tclass=\"sowb-button ow-icon-placement-left ow-button-hover\" \t>\n\t\t<span>\n\t\t\t\n\t\t\tComplaint Submission\t\t<\/span>\n\t\t\t<\/a>\n\t<\/div>\n<\/div><\/div><\/div><div id=\"pgc-w6952f7f109e16-1-1\"  class=\"panel-grid-cell\" ><div id=\"panel-w6952f7f109e16-1-1-0\" class=\"so-panel widget widget_sow-editor panel-first-child panel-last-child\" data-index=\"3\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-editor so-widget-sow-editor-base\"\n\t\t\t\n\t\t><h3 class=\"widget-title\">Public Users<\/h3>\n<div class=\"siteorigin-widget-tinymce textwidget\">\n\t<p>If you are a member of the public who wishes to file a complaint about a healthcare facility or service, please click here to submit your concern.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div id=\"pg-52-1\"  class=\"panel-grid panel-no-style\" ><div id=\"pgc-52-1-0\"  class=\"panel-grid-cell\" ><div id=\"panel-52-1-0-0\" class=\"so-panel widget widget_sow-editor panel-first-child\" data-index=\"1\" ><div class=\"highlight panel-widget-style panel-widget-style-for-52-1-0-0\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-editor so-widget-sow-editor-base\"\n\t\t\t\n\t\t>\n<div class=\"siteorigin-widget-tinymce textwidget\">\n\t<h3 style=\"text-align: center;\">Make sure you're filing the complaint with the right state agency!<\/h3>\n<ul>\n<li>Assisted living facility - please contact the <a href=\"https:\/\/www.dss.virginia.gov\/about\/email_licensing_complaint.cgi\">Department of Social Services (DSS)<\/a>. Not sure whether the facility you're complaining about is a nursing home or an assisted living facility? You can use DSS's <a href=\"https:\/\/www.dss.virginia.gov\/facility\/search\/alf.cgi\">assisted living facility search<\/a>.<\/li>\n<li>Urgent care center - these facilities are not licensed; please contact the <a href=\"https:\/\/www.dhp.virginia.gov\/PractitionerResources\/Enforcement\/FileaComplaint\/\">Department of Health Professions (DHP)<\/a> to file a complaint against the individual health provider at the center.<\/li>\n<li>Individual health care provider (e.g., physician, nurse, etc.) - please contact <a href=\"https:\/\/www.dhp.virginia.gov\/PractitionerResources\/Enforcement\/FileaComplaint\/\">DHP<\/a>.<\/li>\n<li>Psychiatric hospital - please contact <em>both<\/em> the <a href=\"https:\/\/dbhds.virginia.gov\/licensing-complaints\/\">Department of Behavioral Health and Developmental Services (DBHDS)<\/a> and VDH OLC. DBHDS is responsible for state licensure and VDH OLC is responsible for federal certification.<\/li>\n<li>Intermediate care facility for individuals with intellectual disabilities (ICF\/IID) - please contact <em>both<\/em> <a href=\"https:\/\/dbhds.virginia.gov\/licensing-complaints\/\">DBHDS<\/a> and VDH OLC. DBHDS is responsible for state licensure and VDH OLC is responsible for federal certification.<\/li>\n<\/ul>\n<\/div>\n<\/div><\/div><\/div><div id=\"panel-52-1-0-1\" class=\"so-panel widget widget_sow-editor\" data-index=\"2\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-editor so-widget-sow-editor-base\"\n\t\t\t\n\t\t>\n<div class=\"siteorigin-widget-tinymce textwidget\">\n\t<p>In addition to regulatory compliance inspections, the OLC investigates consumer complaints regarding the health care services received at the facilities and services it licenses or certifies:<\/p>\n<\/div>\n<\/div><\/div><div id=\"panel-52-1-0-2\" class=\"so-panel widget widget_sow-accordion\" data-index=\"3\" ><div class=\"list-with-columns panel-widget-style panel-widget-style-for-52-1-0-2\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-accordion so-widget-sow-accordion-default-1093c852c5aa-52\"\n\t\t\t\n\t\t><div>\n\t<div class=\"sow-accordion\">\n\t\t\t<div class=\"sow-accordion-panel\n\t\t\t\t\t\"\n\t\t\t\tdata-anchor-id=\"other-consumer-complaints\">\n\t\t\t\t\t<div class=\"sow-accordion-panel-header-container\" role=\"heading\" aria-level=\"2\">\n\t\t\t\t\t<div class=\"sow-accordion-panel-header\" tabindex=\"0\" role=\"button\" id=\"accordion-label-other-consumer-complaints\" aria-controls=\"accordion-content-other-consumer-complaints\" aria-expanded=\"false\">\n\t\t\t\t\t\t<div class=\"sow-accordion-title sow-accordion-title-icon-left\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tOther consumer complaints: \t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"sow-accordion-open-close-button\">\n\t\t\t\t\t\t\t<div class=\"sow-accordion-open-button\">\n\t\t\t\t\t\t\t\t<span class=\"sow-icon-ionicons\" data-sow-icon=\"&#xf218;\"\n\t\t \n\t\taria-hidden=\"true\"><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"sow-accordion-close-button\">\n\t\t\t\t\t\t\t\t<span class=\"sow-icon-ionicons\" data-sow-icon=\"&#xf209;\"\n\t\t \n\t\taria-hidden=\"true\"><\/span>\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t\t<div\n\t\t\t\tclass=\"sow-accordion-panel-content\"\n\t\t\t\trole=\"region\"\n\t\t\t\taria-labelledby=\"accordion-label-other-consumer-complaints\"\n\t\t\t\tid=\"accordion-content-other-consumer-complaints\"\n\t\t\t\tstyle=\"display: none;\"\t\t\t>\n\t\t\t\t<div class=\"sow-accordion-panel-border\">\n\t\t\t\t\t<ul>\n<li>Hospital (inpatient, outpatient, psychiatric, and ambulatory surgery center)<\/li>\n<li>Nursing home (also known as nursing facility or skilled nursing facility)<\/li>\n<li>End stage renal disease facility<\/li>\n<li>Home care organization<\/li>\n<li>Home health agency<\/li>\n<li>Hospice<\/li>\n<li>Organ transplant program<\/li>\n<li>Laboratory and diagnostic testing<\/li>\n<li>Managed care health insurance plan carrierPsychiatric residential treatment facility<\/li>\n<li>Intermediate care facility for individuals with intellectual disabilities<\/li>\n<li>Community mental health center<\/li>\n<li>Inpatient rehabilitation facility<\/li>\n<li>Outpatient rehabilitation providers<\/li>\n<li>Comprehensive outpatient rehabilitation facility<\/li>\n<li>Rural health clinic<\/li>\n<li>Portable X-ray<\/li>\n<li>Private review agent<\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<\/div>\n<\/div>\n<\/div><\/div><\/div><div id=\"panel-52-1-0-3\" class=\"so-panel widget widget_sow-editor panel-last-child\" data-index=\"4\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-editor so-widget-sow-editor-base\"\n\t\t\t\n\t\t>\n<div class=\"siteorigin-widget-tinymce textwidget\">\n\t<p>If the concerns relate to the provision of health care services, an investigation is conducted and complainants receive notice of the results of that investigation. If the concerns are not found to be a violation of applicable law or regulation, complainants are informed of available options.<\/p>\n<p align=\"center\"><em>Consumers are encouraged to address their concerns directly with the <\/em><em>medical care entity whenever possible, as most want to be informed if <\/em><em>there is dissatisfaction with the care delivered.<\/em><\/p>\n<p>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.<\/p>\n<p>If you have any questions regarding this process or your complaint, feel free to contact us.<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><div id=\"pg-52-2\"  class=\"panel-grid panel-has-style\" ><div class=\"panel-row-style panel-row-style-for-52-2\" ><div id=\"pgc-52-2-0\"  class=\"panel-grid-cell\" ><div id=\"panel-52-2-0-0\" class=\"so-panel widget widget_sow-editor panel-first-child panel-last-child\" data-index=\"5\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-editor so-widget-sow-editor-base\"\n\t\t\t\n\t\t><h3 class=\"widget-title\">File by Phone<\/h3>\n<div class=\"siteorigin-widget-tinymce textwidget\">\n\t<ol>\n<li>Provide your name, telephone number, and address; <span style=\"text-decoration: underline;\"><strong>anonymous reports must be made in writing<\/strong><\/span>.<\/li>\n<li>Identify the name and address of the medical care entity being reported.<\/li>\n<li>Provide a detailed summary of concerns.<\/li>\n<li>Provide additional details as requested by the hotline staff.<\/li>\n<\/ol>\n<p><strong>Toll Free:<\/strong> 1-800-955-1819<br \/>\n<strong>Metro Richmond area:<\/strong> (804) 367-2106<\/p>\n<p>Messages left after normal business hours, on weekends or holidays will be returned the next business day.<\/p>\n<\/div>\n<\/div><\/div><\/div><div id=\"pgc-52-2-1\"  class=\"panel-grid-cell\" ><div id=\"panel-52-2-1-0\" class=\"so-panel widget widget_sow-editor panel-first-child panel-last-child\" data-index=\"6\" ><div class=\"header-spacing panel-widget-style panel-widget-style-for-52-2-1-0\" ><div\n\t\t\t\n\t\t\tclass=\"so-widget-sow-editor so-widget-sow-editor-base\"\n\t\t\t\n\t\t><h3 class=\"widget-title\">By US Mail<\/h3>\n<div class=\"siteorigin-widget-tinymce textwidget\">\n\t<p>VDH Office of Licensure and Certification<br \/>\nATTN: Complaint Unit<br \/>\n9960 Mayland Drive, Suite 401<br \/>\nHenrico, VA 23233-1463<\/p>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Make sure you&#8217;re filing the complaint with the right state agency! Assisted living facility &#8211; please contact the Department of Social Services (DSS). Not sure whether the facility you&#8217;re complaining about is a nursing home or an assisted living facility? You can use DSS&#8217;s assisted living facility search. Urgent care center &#8211; these facilities are [&hellip;]<\/p>\n","protected":false},"author":637,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"tags":[],"class_list":["post-52","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>File a Complaint - Licensure And Certification<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.vdh.virginia.gov\/licensure-and-certification\/file-a-complaint\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"File a Complaint - Licensure And Certification\" \/>\n<meta property=\"og:description\" content=\"Make sure you&#039;re filing the complaint with the right state agency! 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