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The Local Ombudsman and Filing Complaints

Two different systems: the free, independent long-term care ombudsman, and the state health department complaint line. Here is when to use each.

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The local long-term care ombudsman

Long Island is split across two separate Long-Term Care Ombudsman Program (LTCOP) regions, and which one covers a facility depends on the county it sits in, not the county the family lives in.

  • Suffolk County — Family Service League, Coordinator Elizabeth Maxim, 631-470-6755.
  • Nassau County — Family and Children's Association, Coordinator Mary Clare Campion, 516-466-9718.

If you are not sure which region covers a specific community, the statewide Ombudsman hotline, 1-855-582-6769, can route you. The ombudsman is free, independent of any facility or agency, and acts only with the resident's (or their legal representative's) consent.

Reporting abuse or neglect on Long Island

New York's Adult Protective Services (APS) is run county-by-county through each county's Department of Social Services, not a single statewide hotline.

  • Nassau County APS — 516-227-8395 (Nassau County Department of Social Services, Office of Adult Services).
  • Suffolk County APS — 631-854-3232 (Suffolk County Department of Social Services).

If you are unsure which county line applies, New York's statewide adult services information line, 1-844-697-3505, can direct you. For a concern about care inside a licensed facility specifically, also contact the Long-Term Care Ombudsman and NYSDOH's Metropolitan Area Regional Office – Long Island at 631-851-3098. Call 911 if someone is in immediate danger.

Which one to call

The long-term care ombudsman and the state health regulator do different jobs, and using one does not preclude the other. The ombudsman advocates for a resident and can attend a care conference with you, but does not license, inspect or fine a facility. The state regulator investigates regulatory complaints and can take enforcement action, but is not an advocate for an individual resident's preferences the way an ombudsman is.

The consent rule

An ombudsman acts only with the consent of the resident or their legal representative. This surprises adult children. If a parent has capacity and does not want a complaint pursued, that decision stands, even where family disagrees with it.

Questions families ask

What happens after I make an Adult Protective Services report in Suffolk County?

Suffolk County APS caseworkers investigate allegations of abuse or neglect of impaired adults living in the community who depend on others for basic needs, and per the county's own published FAQ, caseworkers have 60 days to complete an assessment after intake. The investigation determines whether the person meets APS criteria and what services or protective interventions may be needed.

Is there a statewide phone number for adult protective services if I'm not sure whether to call Nassau or Suffolk directly?

Yes - New York maintains a statewide OCFS/HSCC number for adult services information and APS routing: 1-844-697-3505. This can help route a call correctly if you're unsure whether Nassau County Adult Protective Services (516-227-8395) or Suffolk County Adult Protective Services (631-854-3232) is the right direct line for your situation.

My parent is being discharged from a Northwell Health hospital on Long Island - who helps plan next steps?

Northwell Health is the largest healthcare system in New York State, with Long Island hospitals including North Shore University Hospital (Manhasset), Long Island Jewish Medical Center (New Hyde Park), Huntington Hospital, Glen Cove Hospital, Mather Hospital (Port Jefferson), South Shore University Hospital (Bay Shore), LIJ Valley Stream, and Peconic Bay Medical Center (Riverhead). Each hospital has its own discharge planning staff who coordinate a patient's transition to home care, rehabilitation, or a skilled nursing facility.

What's the difference between being under observation and being formally admitted to the hospital, and why does it matter afterward?

Observation status and inpatient admission are different Medicare billing classifications that a hospital assigns based on a physician's assessment of the patient's condition, and the distinction significantly affects what Medicare covers afterward. Specifically, Medicare's skilled nursing facility benefit generally requires a prior 3-day qualifying inpatient hospital stay, and time spent under observation does not count toward that requirement. Families should ask hospital staff directly and explicitly which status their parent has been assigned, since it isn't always obvious from where the patient is physically located in the hospital.

Which Long Island hospital system likely serves my area - Northwell, Catholic Health, Stony Brook Medicine, or NYU Langone?

Coverage overlaps, but broadly: Northwell dominates central and western Nassau and much of Suffolk, plus the North Fork via Peconic Bay Medical Center in Riverhead. Catholic Health covers central Nassau and western-central Suffolk, including Rockville Centre, Roslyn, West Islip, Smithtown, Port Jefferson, and Bethpage. Stony Brook Medicine covers central and eastern Suffolk plus the South and North Forks. NYU Langone covers Mineola and central Nassau, with a Suffolk presence as well.

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