If a Resident Wants to Make a Complaint of Abuse, What Must a Nursing Assistant Do?
Updated October 6, 2026
When a resident tells you they want to make a complaint of abuse, you must take it seriously and act immediately. Your role as a nursing assistant is to listen, protect, and report, not to investigate or judge. Follow these steps:
1. Listen and Stay Calm
Let the resident speak without interruption. Use a calm, reassuring tone. Do not ask leading questions or promise confidentiality, you cannot keep this secret. Simply say, “Thank you for telling me. I’m going to get you help right away.”
2. Ensure Immediate Safety
If the resident is in immediate danger, remove them from the situation if it is safe to do so. Otherwise, stay with them and call for help. Never leave a resident alone if they fear further harm.
3. Report to the Nurse in Charge Immediately
Notify your supervising nurse or charge nurse right away, do not wait until the end of your shift. Provide only the facts: what the resident said, when, and where. Do not discuss the allegation with other staff or the accused person.
4. Document Objectively
Write down the resident’s exact words in quotes, along with the date, time, and your name. Avoid opinions or conclusions. This documentation may become part of a formal investigation.
5. Know Your Legal Duty
CNAs are mandatory reporters in every U.S. state. You must report suspected abuse to your supervisor and, in many states, to the state nurse aide registry or adult protective services. Failure to report can lead to loss of certification and legal penalties. For a clear overview of your professional boundaries, see CNA scope of practice.
6. Follow Facility Policy
Your employer will have specific procedures. Cooperate fully with any investigation. Retaliation against a resident or reporter is illegal.
For more real-world CNA scenarios and answers, explore common CNA exam mistakes to avoid pitfalls on test day and on the job.
Remember: your priority is the resident’s safety and dignity. When in doubt, report. The CDC provides additional elder abuse resources.