Is it appropriate to put what family members say in a progress note? Such as that they are not happy with the facility and that they were accusing staff of keeping a patient awake.

I wouldn't include anything negative about the facility but you could put something like "Patient's family expresses concern that patient isn't getting adequate sleep. Will monitor for sleep disturbances."

I'm going to go the exact opposite, I would document verbatim what was said both by nursing staff and family. When complaints come in it is nice to have contemporaneous notes.

If a patient family is saying they aren't happy with the facility, I am going to get a charge nurse or even house supervisor involved so they can file a formal complaint. I would not just place it in the progress note.