Knoxville Senior AdvisorWhere do I file a complaint about a Knoxville assisted living facility or nursing home?
File licensing complaints with the Tennessee Health Facilities Commission's complaint intake line at 1-877-287-0010 (Monday through Friday, 8:00 a.m. to 4:30 p.m.) or through HFC's Public Records and Complaints portal, which has been live since July 15, 2025.
HFC investigates whether a licensed facility broke the rules: care problems, unsafe buildings, staffing failures, improper admissions or discharges. Give dates, names and what you saw. Complaints can lead to an unannounced visit, deficiencies and penalties. Written complaints can also go to the Health Facilities Commission, Andrew Jackson State Building, 502 Deaderick Street, 9th Floor, Nashville, TN 37243.
Who do I call about suspected elder abuse or neglect in Knox County?
Call Tennessee Adult Protective Services at 1-888-APS-TENN (1-888-277-8366), 24 hours a day, seven days a week, for suspected abuse, neglect or financial exploitation of a vulnerable adult, whether the person lives at home or in a facility; call 911 first if someone is in immediate danger.
APS is part of the Tennessee Department of Human Services. It investigates and arranges protective services; it does not license facilities, so a report about a facility may also go to HFC. Tennessee law expects anyone with knowledge of adult abuse to report it, and every ACLF must post the APS contact at its main entrance.
What does the long-term care ombudsman do for Knoxville residents?
The East Tennessee District Long-Term Care Ombudsman, based at the East Tennessee Human Resource Agency (ETHRA), 9111 Cross Park Drive, Suite D-100, Knoxville, phone 865-691-2551 ext. 4223, advocates free of charge for residents of nursing homes, assisted care living facilities, homes for the aged and adult care homes in 16 counties.
The district covers Anderson, Blount, Campbell, Claiborne, Cocke, Grainger, Hamblen, Jefferson, Knox, Loudon, Monroe, Morgan, Roane, Scott, Sevier and Union counties. An ombudsman works for the resident, not the facility or the state: helping with discharge notices, care-plan disputes, rights violations, lost belongings and billing confusion, and keeping the resident's wishes at the center. The statewide ombudsman line is 877-236-0013.
Which office should I call first?
Call 911 for an emergency, APS for abuse, neglect or exploitation, HFC for a licensing violation, and the ombudsman when you want an advocate to help resolve a problem with the facility directly.
Overlap is fine. A fall that went unreported to the family might be a licensing matter for HFC and, if it reflects neglect, an APS report as well, while the ombudsman helps you meet with the administrator. Keep notes with dates, names and copies of any letters. If a discharge notice arrives, contact the ombudsman the same day.
Can a facility retaliate against a Knoxville resident for complaining?
Residents' rights in Tennessee facilities and federal nursing home rules protect residents from retaliation for voicing grievances, and the ombudsman can help if a family fears it.
In practice, families worry about this more than it happens, but the worry is reasonable. Raise issues in writing, keep copies, and include the ombudsman when the problem is serious. If you are worried about how a complaint will be received, ask the ombudsman to join the first conversation with the administrator.
Side by side
| This office handles | This office does not handle | |
|---|---|---|
| HFC complaint intake | Licensing violations at licensed facilities | Criminal investigations |
| Adult Protective Services | Abuse, neglect and exploitation anywhere | Facility licensing decisions |
| Long-term care ombudsman | Free resident advocacy and problem-solving | Fines or license actions |
| 911 | Immediate danger | Ongoing care-quality disputes |
Sources: Tenn. Comp. R. & Regs. chapters 0720-26, 0720-21 and 0720-18; Health Facilities Commission, TennCare and Department of Disability and Aging pages; CareScout and VA rate tables, as cited above. See our editorial standards.
