N.Y. Social Services Law § 461-o: Complaint investigation procedures

§ 461-o. Complaint investigation procedures. The department shall

establish procedures governing the receipt and investigation of

complaints regarding the care afforded to residents of adult care

facilities consistent with article eleven of this chapter, as

applicable. Such procedures shall assure the confidentiality of the

complainant. Such procedures shall include but not be limited to the

procedures for reporting complaints, either in writing or orally to the

department, and the time frames governing the investigation of any such

complaints submitted to the department. Provided however, if any

complaint alleges the abuse or neglect of a resident or involves an

incident that exposes a resident to cruel or unsafe care or otherwise

represents a serious resident care issue, the department shall ensure

that an investigation of any such complaint is initiated immediately and

in no event commenced less than seventy-two hours from the time such

complaint is received by the department. Upon the conclusion of the

investigation by the department the operator and the complainant shall

be notified in writing of the results of such investigation or, as

applicable, pursuant to article eleven of this chapter.