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How LTCs, hospices, and home health providers report abuse or neglect to the Department of Public Health

To report abuse, neglect, mistreatment or misappropriation of property:

1. Immediately

Call DPH at 1-800-462-5540.

2. Within 48 Hours

Submit an electronic report using the Virtual Gateway - Healthcare Facility Reporting System (HCFRS). (If the incident occurred at another facility, use this form to report via fax, rather than through HCFRS.)

NOTE: If you are reporting for a nursing home and the incident you reported to DPH involved a physician’s failure to adequately treat the resident, you may need to file a copy of that report with the Board of Registration in Medicine (BORIM). Click here for more information.

Tips:

  • You must also 1) conduct an internal investigation, which includes interviewing all witnesses and taking written statements, and 2) take appropriate protective and remedial actions to protect the resident and all other residents, as applicable. You should have written policies and procedures that address this process.
  • If you received a report from an employee or other individual regarding misappropriation of property (other than a controlled substance), but do not yet have reasonable cause to believe it is true, you have a 48-hour window to complete an internal investigation. However, if you find reasonable cause to suspect misappropriation within the 48-hour period, immediately report the event to DPH.
  • If the incident also qualifies as a "serious incident," only one report through HCFRS is necessary.
  • Not familiar with DPH’s online report-ing system? You can get enrollment help, training materials, and more from DPH.

Resources:


Contact:

Department of Public Health, Bureau of Health Care Safety and Quality

Business hours:
617-753-8150

Non-business hours:
617-363-0755 or 617-469-1111

Fax: 617-753-8165

www.mass.gov/dph/bhcsq


We hope these instructions helped you meet this reporting requirement. Be aware that this action may not fulfill all applicable reporting requirements associated with the event.

This document is intended for informational purposes only and does not constitute regulatory guidance or legal advice. Links and information in this document may be outdated. The Betsy Lehman Center does not represent or warrant that this information is accurate, complete, or current. For further terms and conditions, see the Terms of Use.