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: nursing facilities, inpatient and outpatient hospitals, abortion facilities, home care organizations, hospice programs, dialysis facilities, clinical laboratories, and managed care organizations.
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. Please note that OLC’s oversight authority does not extend to provider fees, charges or billing practices.
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
Whenever the OLC conducts inspections and investigations in response to complaints received from the public, the identity of the complainant and the identity of any patient who is the subject of the complaint, or identified therein, shall be treated as confidential and shall not be open to inspection by members of the public. Identities of the complainant and patient who is subject of the complaint shall be revealed only if a court order so requires. Nothing contained herein shall prevent the OLC, at its discretion, from disclosing to the facility or service provider the nature of the complaint or the identity of the patient who is the subject of the complaint. Nothing contained herein shall prevent the OLC or its employees from making reports under §63.2-1603 et. seq. of the Code of Virginia. (Ref. §32.1-127.1:03 of the Code of Virginia)
To report a complaint:
Toll Free: 1-800-955-1819
Metro Richmond area: (804) 367-2106
When filing a complaint via telephone, please be prepared to:
- Provide your name, telephone number, and address.
Anonymous reports must be made in writing.
- Identify the name and address of the medical care entity being reported
- Provide a detailed summary of concerns
- Provide additional details as requested by the Hotline staff
Messages left after normal business hours, on weekends or holidays will be returned the next business day.
To file a written complaint:
- Select from the 2 types of complaint forms:
Nursing Facility | Other Licensed Entity
- Complete the form in its entirety; be as thorough as possible.
- Attach any available copies of documents related to your concerns.
- Forward the written form and applicable documents as follows:
By US Mail:
Office of Licensure and Certification
Virginia Department of Health
9960 Mayland Drive, Suite 401
Henrico, VA 23233-1463
If you have any questions regarding this process or your complaint, feel free to contact us.