Colorado Springs Senior AdvisorHow do I file a complaint about a Colorado Springs assisted living residence?
Call CDPHE's assisted living complaint line at 303-691-4045 (toll-free 1-800-886-7689, then 4045), use the online complaint intake form, or email cdphe.hfdintake@state.co.us with the facility type and “Complaint Intake” in the subject line.
Nursing home complaints go to 303-692-2442 (toll-free 1-800-886-7689, extension 2442). Give the facility's name and address, dates, what happened and who was involved; CDPHE decides whether to investigate on site. Complaint investigations then appear in the facility's inspection history, which is one reason we show that history on every facility page.
What does the long-term care ombudsman do in the Pikes Peak region?
Ombudsmen are advocates for residents of nursing homes and assisted living residences; in El Paso, Park and Teller counties the program runs through the Pikes Peak Area Agency on Aging, (719) 471-2096, and the state office is at the Colorado Department of Human Services, 303-862-3524.
An ombudsman works for the resident, not the family or the facility, and needs the resident's permission to act on a complaint. Typical issues are discharge notices, missing belongings, call lights, food, roommates and care plan disputes. The service is free and confidential, and ombudsmen visit facilities regularly, so they often know a building's history.
Who investigates abuse or neglect of an older adult living at home in El Paso County?
El Paso County Department of Human Services Adult Protective Services takes reports at (719) 444-5755 on weekdays from 8 a.m. to 5 p.m.; in an emergency call 911, and Teller County residents report to the Teller County Department of Human Services.
Colorado law (C.R.S. 18-6.5-108) also makes many professionals, including clergy, bank staff, health workers and care providers, mandatory reporters of abuse or exploitation of an at-risk elder, meaning someone 70 or older; their reports go to law enforcement within 24 hours. Family members are not mandatory reporters but can and should report.
Which problem goes to which office in Colorado Springs?
Care or safety problems inside a licensed facility go to CDPHE; residents' rights, discharges and day-to-day disputes go to the ombudsman; abuse, neglect or exploitation of someone living in the community goes to Adult Protective Services or the police.
When in doubt, call the ombudsman first; they can route the problem. Keep a dated log of what you saw and whom you told, photograph injuries or conditions with permission, and keep copies of every notice the facility gives you.
Side by side
| Each office handles | Each office does not handle | |
|---|---|---|
| CDPHE | Licensing complaints and investigations at licensed facilities | Billing disputes or contract terms |
| Ombudsman | Residents' rights, discharges and care disputes, with consent | Abuse at a private home |
| Adult Protective Services | Abuse, neglect and exploitation of at-risk adults in the community | Routine care quality in a licensed facility |
| Police (911) | Emergencies and crimes, including elder abuse | Choosing a facility |
Drawn from 6 CCR 1011-1 Chapter 7, CDPHE and HCPF publications, CareScout, CMS, the VA and the Pikes Peak Area Agency on Aging; our editorial standards explain how we check them.
