How should I handle a complaint from a client or family?
In Georgia, a licensed private home care agency needs a written complaint process. Give each client a written notice of rights, name who handles complaints, give a direct phone number and the state licensing contact, and resolve complaints in a timely way without retaliation.
Georgia’s rule for private home care agencies (Rule 111-8-65-.12) says what you must have in place. Treat it as the floor, not the goal.
What the rule says:
- Give each client, or the person who speaks for them, a written notice of rights and responsibilities when the service agreement is completed.
- The notice must say the client can make complaints without fear of discrimination or retaliation.
- The complaint procedure must name the person who handles complaints, with a business address and phone number.
- The notice must include the address and phone of the state licensing authority, which investigates complaints that appear to break licensing rules.
- Clients can complain by mouth or in writing.
- You must investigate within a reasonable time and resolve complaints in a timely way.
A good habit on top of the rule: write down every complaint, what you did, and when you called back. Families mostly want to be heard and to see change.
This rule covers licensed private home care agencies. Your Medicaid program manual may add more, so check it too.
Sources
- Ga. Comp. R. & Regs. 111-8-65-.12, Client Rights, Responsibilities, and Complaints · Georgia Department of Community Health (rule text via Cornell LII)
- Top 10 Complaints About Home Care Agencies from Clients · Activated Insights (HomeCare Pulse), vendor survey article
Reviewed by Beth Bledsoe, Care Business Advisor®, 28 Oct 2026. Rules change. Confirm with your state Medicaid agency before you act.
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