Complaints

  • The Bureau of Community and Health Systems (BCHS) accepts and processes complaints against various state licensed and federally certified health facilities, agencies, and programs.

    To file a complaint against a state licensed or federally certified health facility, including nursing home, hospitals, home health agencies, hospices, surgery centers, dialysis centers, and other providers, see information below.

Three Methods for Filing a Complaint

    1. Submit a complaint using the online form.
    2. Submit a complaint using the complaint form (BCHS-361) by mail, fax, or email.
    3. Call the toll-free Complaint Hotline at 800-882-6006.

The Complaint Process

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    The goal of the complaint and investigation process is to protect the health, safety and welfare of residents, patients, and clients receiving care and services from state licensed and federally certified providers.  BCHS will only investigate allegations where a provider may be violating state licensing or federal certification requirements.  If an allegation is substantiated, the goal is to bring that provider back into compliance when possible.  

    If a provider is both state licensed and federally certified, BCHS will first investigate any allegation under its federal authority unless the allegation is specific solely to a state regulation requirement.  As for off-site locations that might be affiliated with a federally certified provider, BCHS can only investigate an off-site location that has been formally approved by the Centers for Medicare and Medicaid Services (CMS) as a provider-based location of the certified provider.  CMS approved provider-based locations may include other hospitals, surgery centers, or hospices operating under a federally certified provider’s CMS Certification Number (CCN).  All other off-site locations, such as group practices or physician offices, would not be under the authority of BCHS to investigate.

    If you provide your contact information, you will receive a confirmation via mail or e-mail that your complaint has been received within 30 days from the date your complaint is received by the bureau.  If your allegation(s)  warrant an investigation, your complaint will be assigned to a state surveyor who may attempt to contact you by phone if more information is needed.  An unannounced on-site visit at the facility will likely be conducted and a follow up notice will be sent outlining our investigation findings.  Please note that the actual investigation and final findings can take several weeks, if not longer, to complete and process.

For More Information, Contact

  • Department of Licensing & Regulatory Affairs
    Bureau of Community and Health Systems - Health Facility Complaints
    PO Box 30664
    Lansing, MI 48909

    Phone: 800-882-6006 
    Fax: 517-335-7167
    Email: BCHS-Complaints@michigan.gov

    Michigan Long Term Care Ombudsman Program (advocates for residents in nursing homes, adult foster care homes, and homes for the aged) – Call 866-485-9393 or email MLTCOP@meji.org.