The Board takes every complaint seriously and stands ready to address problems with licensed administrators in accordance with the regulations governing BELTSS.  The Board encourages you to attempt to resolve your complaint directly with the Administrator to give him or her a chance to address and potentially resolve your complaint.  If that is not possible or does not resolve your issue, please read the following for information on filing a complaint with the Board.

When is a complaint appropriate to make to BELTSS?

When a preponderance of the evidence demonstrates that the licensee has violated one of the provisions specified in Chapter 4751 of the Ohio Revised and Administrative Codes.

All information provided in your complaint, in any response from the licensee, and obtained in any investigation authorized by the Board will be evaluated to determine whether the matter is one which, under law, justifies the Board’s initiation of disciplinary action against the licensee.

Complainant information will be kept confidential to the extent possible while investigating the complaint.

How BELTSS handles complaints

The Board has appointed a Board liaison to review all complaints received.  The liaison first works with the Board’s Executive Director and Investigator to determine whether the matter involved in the complaint is one over which the Board has authority.  If so, the liaison and Board staff next decide whether to explore the matter further based on the complaint and whether it would require further action.  Further examination of a complaint may involve making an inquiry to the licensee, making a report to other appropriate state agencies, holding an educational conference with the licensee, or pursuing disciplinary action against the licensee’s license.  

The purpose of the review of all information received from all sources is to determine whether the licensee involved has likely violated any of the statutes or rules the Board in empowered to enforce, and if so, whether those violations warrant action by the Board.  

Possible Actions

The action to be pursued by the Board depends upon such things as the severity of the violation, the existence of mitigating or extenuating circumstances, the history of complaints, corrective actions, or previous discipline involving the licensee, and upon whether there is sufficient evidence to prove the licensee did, indeed, violate statutes or rules enforced by the Board.  The liaison will apprise the Board of matters under review as needed for additional input and direction.

The Board, in conjunction with the Board liaison and Executive Director, and following review of survey and investigative findings, may decide to take any of the following actions:

1. Dismiss the complaint with no further action;
2. Close the complaint but indicate conditions under which it could be reopened;
3. Close the complaint with a letter of caution;
4. Conduct an educational conference with the licensee, which could result in:
   1. Dismissal or closure of the complaint;
   2. A mutually signed consent agreement in which the Board agrees to dismiss the complaint contingent upon the licensee’s performance of specified actions; or
   3. A decision to proceed to issue a Notice of Opportunity for Hearing to the licensee.  A hearing takes place before a hearing officer in pursuit of disciplinary action against the licensee.

The Board investigator may be reached at 614-644-7518, or by completing and returning the complaint form.

Additional Resources

The Ohio Department of Health is the regulatory agency for nursing homes and residential care facilities (assisted living) in Ohio.  They are responsible for determining compliance with licensure and certification regulations.  Anyone may file a complaint with them by calling 800-342-0553 or by email at HCComplaints@odh.ohio.gov.  

The Office of the State Long-Term Care Ombudsman advocates for excellence in long-term services and supports wherever consumers live.  Ombudsmen seek resolution of problems and advocate for the rights of consumers with the goal of enhancing their quality of care and quality of life.  Anyone may contact the Ombudsman for help with problems by calling 800-282-1206.