Residents in New Holland, PA have the right to raise concerns about care, safety, privacy, services, meals, medications, finances, or living conditions. Pennsylvania rules require assisted living residences to accept and respond to oral and written complaints without intimidation, retaliation, or threats of discharge. Residents may also ask for help putting a complaint in writing. ([pacodeandbulletin.gov](https://www.pacodeandbulletin.gov/display/pacode?file=%2Fsecure%2Fpacode%2Fdata%2F055%2Fchapter2800%2Fchap2800toc.html&utm_source=openai))
What kinds of concerns can a resident report?
A concern does not have to involve an emergency or obvious abuse. Residents may speak up about any matter affecting their rights, care, dignity, or quality of life, including:
- Missed medications or delays in receiving prescribed care
- Not getting help with bathing, dressing, eating, walking, or toileting as agreed
- Unsafe temperatures, poor lighting, fall hazards, or building maintenance problems
- Repeatedly missed meals, unsuitable food, or inadequate access to drinking water
- Unexplained charges or concerns about personal money and belongings
- Lack of privacy during bathing, dressing, or medical care
- Disrespectful language, intimidation, isolation, or unwanted treatment
- Problems with transportation, activities, visitation, or communication
- Changes in services that do not match the resident’s contract or support plan
Pennsylvania residents have the right to receive services promised in the resident-residence contract and to recommend changes to policies, rules, and services. They also have the right to file complaints or grievances with an individual or agency without intimidation or retaliation. ([pacodeandbulletin.gov](https://www.pacodeandbulletin.gov/display/pacode?file=%2Fsecure%2Fpacode%2Fdata%2F055%2Fchapter2800%2Fchap2800toc.html&utm_source=openai))
Who should hear the concern first?
For a routine issue, the first step is usually to tell the staff member responsible for the service or the residence administrator. An administrator is responsible for operating the residence and must have a system for receiving and addressing concerns. ([pa.gov](https://www.pa.gov/agencies/dhs/resources/aging-physical-disabilities/personal-care-homes/personal-care-home-complaints?utm_source=openai))
A resident can ask:
- “Who is responsible for handling resident complaints?”
- “When should I expect an answer?”
- “Can I have the complaint procedure in writing?”
- “Can someone help me write this down?”
- “Who should I speak with if the first response does not resolve the problem?”
A verbal report may be appropriate for a simple issue, such as a missed laundry pickup. A written complaint is usually more useful when the concern is serious, repeated, or unresolved.
How can a resident make a complaint easier to investigate?
A clear complaint identifies what happened, when it happened, and what response is being requested. It does not need to use legal language.
A resident may include:
- The date, approximate time, and location
- Names or descriptions of people involved
- What was observed or what service was missed
- How the event affected health, safety, privacy, property, or dignity
- Whether the issue has happened before
- What action would address the concern
- The resident’s preferred way to receive a response
Keeping a private copy is helpful. A trusted family member, designated person, advocate, or staff member may also help maintain a dated record. Notes should be factual and specific rather than based on assumptions about someone’s motives.
For example, “My evening medication was not available at 8:00 p.m. on three occasions this week” is easier to investigate than “Medication is always handled badly.”
Pennsylvania regulations require a residence to investigate and resolve complaints, designate someone to receive complaints and determine outcomes, and maintain a complaint log. For a written complaint, the residence must provide a status report within two business days. ([pa.gov](https://www.pa.gov/content/dam/copapwp-pagov/en/dhs/documents/licensing/bhsl-licensing/documents/Assisted_Living_Residences-2800_Regulatory_Compliance_Guide_RCG.pdf?utm_source=openai))
What if the resident has trouble speaking, writing, hearing, or remembering details?
A resident may ask for communication in a way that is easier to understand or use. Rights and complaint procedures must be communicated in a language and manner the resident can understand. If a resident wants to make a written complaint but needs assistance writing it, the residence must provide help. ([pacodeandbulletin.gov](https://www.pacodeandbulletin.gov/display/pacode?file=%2Fsecure%2Fpacode%2Fdata%2F055%2Fchapter2800%2Fchap2800toc.html&utm_source=openai))
Possible supports include:
- Dictating the complaint to a staff member or trusted person
- Using large print, a hearing support device, or another communication method
- Asking for a private meeting
- Having a designated person participate
- Writing a short timeline instead of a long narrative
- Asking the residence to read the written response aloud
A cognitive or physical disability does not eliminate the right to complain. Assistance with communication should support the resident’s wishes rather than replace them.
What protections apply if a resident fears retaliation?
Pennsylvania rules prohibit intimidation, retaliation, or threats of retaliation against a resident who reports a concern. Retaliation can include threats of transfer or discharge. A residence also may not discriminate against a resident because of disability, age, religion, sex, national origin, or other protected characteristics. Residents must be free from abuse, neglect, exploitation, and involuntary seclusion. ([pacodeandbulletin.gov](https://www.pacodeandbulletin.gov/display/pacode?file=%2Fsecure%2Fpacode%2Fdata%2F055%2Fchapter2800%2Fchap2800toc.html&utm_source=openai))
If a resident notices a negative change after complaining, document it promptly. The record might include a sudden restriction on visitors, unexplained changes in services, threats, hostile comments, or pressure to withdraw the complaint.
A resident does not have to wait for the facility’s process if there is an immediate threat to safety, suspected abuse, financial exploitation, or a medical emergency. Emergency situations should be reported to emergency services or law enforcement as appropriate.
When should a concern be taken outside the residence?
External help may be appropriate when:
- The residence does not respond
- The problem continues after a response
- The concern involves abuse, neglect, exploitation, or serious safety risks
- The resident fears retaliation
- The issue involves an involuntary discharge or transfer
- The response conflicts with the resident’s rights or contract
Pennsylvania’s Bureau of Human Services Licensing accepts complaints about personal care homes and assisted living residences. A complaint may be submitted through the state’s complaint process, by calling 1-877-401-8835, or by emailing ra-pwarlcomplaints@pa.gov. The state evaluates complaints according to the reported health or safety risk, the residence’s history, and other compliance information. ([pa.gov](https://www.pa.gov/agencies/dhs/resources/aging-physical-disabilities/personal-care-homes/personal-care-home-complaints?utm_source=openai))
Residents may also request help from the local Area Agency on Aging or the Long-Term Care Ombudsman Program. Ombudsmen advocate for people living in assisted living residences and personal care homes and may help residents understand options or work toward resolving a dispute. ([pa.gov](https://www.pa.gov/services/aging/request-assistance-from-a-long-term-care-ombudsman?utm_source=openai))
What information should be kept after reporting?
Keep copies of written complaints, responses, care-plan updates, bills, medication records, photographs when appropriate, and notes from meetings. Record the date of each conversation and the name or role of the person spoken with.
If the issue concerns care promised in the resident-residence contract or assessment and support plan, compare the actual service with those documents. Pennsylvania requires assisted living residences to provide information about resident rights and complaint procedures at admission, and rights materials should be available in the residence. ([pacodeandbulletin.gov](https://www.pacodeandbulletin.gov/display/pacode?file=%2Fsecure%2Fpacode%2Fdata%2F055%2Fchapter2800%2Fchap2800toc.html&utm_source=openai))
Speaking up does not require confrontation. A resident can begin with a calm request for clarification, document the response, and move to outside oversight when the concern is serious or remains unresolved. In a community where winter weather, transportation delays, and seasonal staffing pressures can affect routines, timely reporting can help distinguish a short-term disruption from a recurring care problem.
