Operations · 6 min read
How to Handle a Client Complaint Without Losing the Family
A simple framework for resolving home care complaints that protects your reputation and your license.
Complaints are inevitable. How you handle them defines your brand.
Acknowledge in 24 hours Even if the answer is "we are looking into it," call back within a day.
Investigate Talk to the caregiver, check the visit notes and EVV, and document everything in the complaint log.
Resolve and follow up Close the loop with the family. Tell them what changed.
Track patterns If the same complaint repeats, it is a system problem, not a caregiver problem.
State complaint hotlines investigate every report. A documented resolution often closes the case before a survey is triggered.
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