Know who to contact – and what to ask – when a nursing-home concern arises

Moving a loved one into a nursing home can leave families with dozens of questions. Who handles medication concerns? Who should you call about missing laundry? What does the business office manage? When should a concern go to the Director of Nursing or the administrator?

This 14-page family navigation guide turns confusion into a clear, documented next step. It explains the roles of 19 nursing-home professionals and includes 71 digitally fillable fields so families can build a personalized contact map, prepare for care-plan meetings, and track follow-up.

What you receive

14-page printable and digitally fillable PDF
Plain-language guide to 19 nursing-home roles
Family contact map for facility leaders and department contacts
Clinical and daily-life contact worksheet
Concern-routing and escalation tracker
Routine, time-sensitive, and urgent concern checkboxes
Care-plan meeting preparation worksheet
Follow-up notes and accountability pages
Quick-reference routing guide

Who is included?

Administrator, Director of Nursing, Assistant Director of Nursing, unit manager, charge nurse, CNA, treatment or wound nurse, physician, advanced-practice provider, social services, admissions, activities, dietary manager, registered dietitian, business office, rehabilitation director, physical therapy, occupational therapy, speech therapy, and restorative nursing.

Financial and coverage questions made clearer

The guide introduces private pay, Medicare, Medicaid, Medicaid pending, managed care, resident trust accounts, and Miller or qualified-income trusts. It helps families identify the right contact and the questions to bring to the business office, payer, agency, or qualified adviser.

How to use it

Match: Start with the person or department closest to the concern.
Document: Record observable facts, contacts, promised actions, and follow-up dates.
Escalate: Move to the responsible leader when a concern is serious, recurring, cross-departmental, or unresolved.

Frequently asked questions

Is this a physical product?

No. This is a digital PDF. Nothing will be mailed.

Can I type directly into the PDF?

Yes. The PDF contains 71 interactive fields and can also be printed for handwriting.

Will every nursing home use these exact titles?

No. Titles and responsibilities vary. Use the guide to confirm each facility’s names, roles, contact methods, grievance process, and escalation pathway.

Does this provide medical, legal, Medicaid, or insurance advice?

No. It is an educational navigation tool and does not replace individualized guidance from clinical, legal, financial, insurance, regulatory, or benefits professionals.

Continue your care-planning process

For broader decision support, explore the Care Transition Roadmap or the Complete Senior Care & Caregiver Toolkit Bundle.

Important notice

This resource provides general education. Report urgent symptoms, immediate danger, suspected abuse or neglect, or sudden changes in condition to appropriate nursing staff or emergency services immediately. Coverage, eligibility, resident rights, grievance procedures, and facility roles vary by jurisdiction and individual circumstances.

care plan

Who Do I Call at the Nursing Home? Family Guide & Fillable Contact Map