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77 Ill. Adm. Code Part 245 - Home Health, Home Services, and Home Nursing Agency Code (Complaints: §§ 245.30(b)(3), 245.115, 245.220(i))

IllinoisregulationIllinois Department of Public Health (IDPH)

What this rule requires your agency to do

  • 1The agency must develop and implement written policies for complaint resolution between the agency and its patients or clients and patient or client advocates in regard to services being provided. (77 Ill. Adm. Code 245.30(b)(3))(77 Ill. Adm. Code Part 245 - Home Health, Home Services, and Home Nursing Agency Code (Complaints: §§ 245.30(b)(3), 245.115, 245.220(i)))
  • 2The agency must be subject to IDPH investigation of all complaints received, which may include record reviews, telephone interviews, and/or on-site surveys, and must cooperate accordingly. (77 Ill. Adm. Code 245.115(b))(77 Ill. Adm. Code Part 245 - Home Health, Home Services, and Home Nursing Agency Code (Complaints: §§ 245.30(b)(3), 245.115, 245.220(i)))
  • 3The agency must allow complaints about the agency to be submitted in writing, by telephone, or by other electronic means to the IDPH Central Complaint Registry, and cannot restrict clients to internal channels only. (77 Ill. Adm. Code 245.115(a))(77 Ill. Adm. Code Part 245 - Home Health, Home Services, and Home Nursing Agency Code (Complaints: §§ 245.30(b)(3), 245.115, 245.220(i)))
  • 4The agency must include a description of the agency complaint resolution process in the client service contract. (77 Ill. Adm. Code 245.220(i))(77 Ill. Adm. Code Part 245 - Home Health, Home Services, and Home Nursing Agency Code (Complaints: §§ 245.30(b)(3), 245.115, 245.220(i)))

Applies to: home care; home services; home nursing; home health agencies licensed in Illinois

Illinois home care, home services, home nursing, and home health agencies licensed under 77 Ill. Adm. Code Part 245 must maintain written complaint-resolution policies, describe the complaint process to clients in their service contracts, and allow clients to complain directly to the IDPH Central Complaint Registry, which investigates all complaints received.

Regulatory information, not legal advice — always confirm against the cited official source. Verification reduces error; it does not certify compliance.