How a Director of Nursing Handled a Complaint Visit With Zero Citations

A couple hours into my workday, I received a message from one of my Directors of Nursing:

“Omg I have a question. Can I call you?”

Within seconds she called and said the words no DON ever wants to hear unexpectedly:

“State is in the building for a complaint visit.”

She hadn’t even arrived to work yet. She was sick. She had already taken the day off.

But the moment she heard what was happening, she got up, got dressed, and went in anyway — because that’s what leaders do. And she didn’t just show up physically. She showed up as a Director of Nursing.

When we walked through the situation together, I gave her a few high-level reminders to focus on for the resident involved, but deep down, I already knew she had this.

Because she had done the work.

She documented every conversation. She completed the grievance form. She followed the concern all the way through — start to finish.

That is what separates a DON who is surviving from a DON who is leading.

And when surveyors reviewed everything?

They exited with zero citations.

No mentions.

No deficiencies.

No corrections.

Just preparation, follow-through, and leadership done right.

Here’s the truth every Director of Nursing needs to hear:

You will never satisfy every resident or every family member. That is not the goal. The goal is to ensure every concern is addressed, documented, and resolved with integrity, compassion, and consistency.

This DON did exactly that — even on a day she wasn’t feeling her best. And she came out on top.

As a long-term care nurse leader and DON coach, I help nurse leaders navigate survey readiness, documentation, and leadership challenges with confidence — especially when the stakes are high and the pressure is real.

What To Do When State Walks In for a Complaint Visit (5 Steps Every DON Should Know)

1. Stay calm and gather facts Anxiety causes mistakes. Clarity leads to confidence.

2. Pull all documentation immediately, Progress notes, grievance forms, care plans, interventions, follow-up — surveyors want the full story.

3. Confirm conversations and interventions If conversations happened, they must be documented. If interventions were implemented, they must be visible.

4. Address gaps, not with panic, but with action If something is missing, fill it in factually and truthfully. Transparency builds trust.

5. Support your team in real time. They look to you for confidence. Your steady presence sets the tone for the entire visit.

   
   

For more guidance, check out my blog How to Sleep as a Director of Nursing — because peaceful sleep comes from preparation, not fear.

Sometimes, all a DON needs is support. A calm voice. A reminder that they’re doing a great job. Someone in their corner when leadership feels heavy.

That’s why I built this platform. Not for likes. Not for views. But for moments like this — when leadership gets tested and you need someone who truly understands what it takes.

To every Director of Nursing reading this:

You are doing better than you think. You are leading stronger than you realize. And you are not alone.

If you need help navigating leadership, documentation, or survey prep, I’m here. Send me a message — and we’ll walk through it together.

Lead with Love,

YourFavNurseLeader

Bilquis Ali