How to Report Nursing Home Abuse in Louisiana

You notice a new bruise on your mother's arm. Or unexplained weight loss. Or a sudden change in behavior — she flinches when a particular aide walks in. These may be signs of abuse or neglect, and Louisiana has specific channels for reporting them.

The system has three distinct pathways depending on the severity and type of concern. Knowing which one to use — and how they interact — ensures your complaint reaches the right office and triggers the right level of investigation.

For Immediate Safety Threats: Elderly Protective Services

If your parent is in immediate danger — active physical abuse, abandonment, starvation, denial of medical treatment — contact Elderly Protective Services (EPS) at 1-833-577-6532. EPS operates under the Governor's Office of Elderly Affairs (GOEA) and investigates allegations of abuse, neglect, exploitation, and extortion involving adults aged 60 and older.

You can also submit a non-emergency report through the GOEA's online portal. But for anything involving imminent harm, call the hotline.

EPS investigations are separate from facility licensing actions. An EPS finding of abuse or neglect can result in criminal referrals, protective orders, and intervention — regardless of whether the facility itself faces regulatory consequences.

For Regulatory Violations: LDH Health Standards Section

If the concern is about facility-level care quality — chronic understaffing, unsanitary conditions, medication errors, failure to follow care plans, improper use of restraints — file a complaint with the LDH Health Standards Section (HSS).

The formal mechanism is Form HSS-ALL-39 (Health Standards Section Complaint Form). You can submit it by:

• Email: [email protected]
• Fax or mail: contact information is on the form
• Phone: HSS Complaint Desk at 1-888-810-1819

When you file, be as specific as possible:

• Facility name and address
• Date(s) of the incident or pattern
• Names of staff involved (if known)
• What you observed, including any physical evidence (photos of injuries, unsanitary conditions, or medication packaging)
• Names of witnesses

HSS complaints trigger unannounced complaint investigations. If the investigator substantiates the complaint, the facility receives deficiency citations that become part of its permanent public record — visible on Medicare Care Compare and the LDH provider directory.

Severe or repeated violations can escalate to:

• Civil monetary penalties
• Directed plans of correction
• Temporary management appointees
• License revocation

For Advocacy and Mediation: The Long-Term Care Ombudsman

The State Long-Term Care Ombudsman (1-866-632-0922) serves as a free, confidential advocate for residents of nursing homes and assisted living facilities. The ombudsman program operates through regional coordinators covering Alexandria, Baton Rouge, Lafayette, Lake Charles, Monroe, New Orleans, and Shreveport.

Use the ombudsman when:

• Quality of life complaints — cold food, restricted visitation, loss of personal belongings, lack of activities, roommate conflicts
• Resident rights violations — involuntary room transfers, unauthorized access to personal funds, retaliation against residents or families who complain
• Involuntary discharge threats — a facility cannot discharge a resident without proper notice (30 days minimum) and a documented clinical or safety justification. The ombudsman can intervene and help families appeal.
• Billing disputes — unexplained charges, failure to apply Medicaid coverage correctly, or private-pay-to-Medicaid transition problems

The ombudsman investigates, mediates, and advocates — but does not have regulatory enforcement power. For issues that require enforcement action, the ombudsman can refer your case to HSS or EPS.

What Happens After You Report

EPS: Investigates within mandated timelines (24 hours for emergencies). Findings can lead to protective interventions, criminal referrals, or court orders.

HSS: Conducts an unannounced complaint survey. Deficiencies are cited, corrective action plans are required, and follow-up surveys verify compliance. Substantiated complaints become permanent public record.

Ombudsman: Contacts the facility, investigates the resident's concerns, and works toward resolution. If the issue requires regulatory action, refers to HSS. All communications are confidential unless the resident authorizes disclosure.

You can (and should) use multiple pathways simultaneously for serious concerns. File with EPS for immediate safety, HSS for regulatory accountability, and the ombudsman for ongoing resident advocacy. They operate independently.

Document Everything

Before and after filing any complaint:

• Keep a log of every visit — dates, times, what you observed, who was on duty
• Photograph injuries, unsanitary conditions, or anything that contradicts the facility's care plan
• Save copies of all correspondence with the facility
• Request copies of your parent's medical records and care plan at least quarterly
• Note the names of any staff members who provide care or are present during incidents

The Louisiana care decision toolkit includes a facility quality monitoring guide and pre-formatted complaint documentation — so you have an organized record if you ever need to escalate.

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