Policies

Complaints & Concerns

Patients and families are informed upon admission of their rights and the procedure to file a concern or complaint. Concerns are responded to as soon as possible for any emergent concerns and resolved through the Customer Service Recovery Process within five business days or sooner if possible.

All concerns are documented on a Concern Recovery Form and forwarded to the Business Development Coordinator, who will promptly share them with relevant supervisors and or the Chief Executive Officer and ensure tracking is completed for Performance Improvement. Performance Improvement data will be shared with the Board of Directors during quarterly meetings.

The Customer Service Recovery Process is how Hospice Care Plus responds to concerns and uses them as opportunities to examine our process, policy, practice, and staff education needs.

Business Development Coordinator
Hospice Care Plus & Compassionate Care Center
350 Isaacs Lane
Richmond, KY 40475
859-986-1500

If concerns are not resolved satisfactorily through our organization, a grievance may be filed with the Kentucky Cabinet for Health and Family Services.

Cabinet for Health and Family Services
275 E. Main Street
Frankfort, KY 40621
800-372-2973
800-627-4702 (TTY for the Hearing Impaired)
chfs.listens@ky.gov
Online: https://www.chfs.ky.gov/Pages/contact.aspx

Compliance

Hospice Care Plus (HCP) is committed to ensuring that all activity conducted by its employees and volunteers be of the highest ethical standards and be free of any fraud and abuse.

HCP is committed to operating in a fiscally responsible manner. HCP will not tolerate any incidents of fraud, waste, or abuse in conducting its business or delivering services to patients and their families. All federal and state laws and regulations will be followed. All employees and volunteers are responsible for acting in a way that upholds the law and adheres to high ethical standards and are expected to report any activity they become aware of that violates law or regulation.

Anyone can report unlawful activity to the Corporate Compliance Officer at HCP without fear of retribution. All reports will be kept confidential. The CEO is HCP’s Corporate Compliance Officer.

Hospice Care Plus Corporate Compliance Officer (CEO)
859-986-1500

Anyone may also report unlawful activity to the U.S. Department of Health and Human Services Office of Inspector General.

U.S. Department of Health and Human Services
Office of Inspector General

ATTN: OIG HOTLINE OPERATIONS
P.O. Box 23489
Washington, DC 20026

Online: https://oig.hhs.gov/fraud/report-fraud/
Phone: 1-800-HHS-TIPS (1-800-447-8477)
Fax: (800) 223-8164
TTY: 1-800-377-4950

Privacy Practices

Daily Rates

The Center for Medicare Services (CMS) requires providers to publish their rates. As a non-profit hospice, our mission is to provide care and core services to all, regardless of insurance status or ability to pay. These rates are not invoiced to patients and families; these are the rates of reimbursement CMS will pay to our organization when a patient’s care is covered by Medicare.

These rates only apply to our Home Hospice Care and Compassionate Care Center programs.

Routine Home Care (1-60 Days): $197.22 per day
Routine Home Care (61+ Days): $155.34 per day
Respite Care: $460.29 per day
General Inpatient Care: $1032.73 per day
Continuous Care: $1393.65 per day

Non-Discrimination

Hospice Care Plus (HCP) provides care and services without discrimination as to race, color, creed, sex, handicap, sexual orientation, veteran status, diagnosis, or national origin.

HCP makes arrangements for care of patients/caregivers with special needs. Special needs are any psychosocial, emotional, spiritual, or cultural needs that require special arrangements. Special needs include but are not limited to physical impairment such as deafness and blindness or cultural diversity needs related to language, religion, and inability to read. Any special needs will be incorporated into the plan of care. A resource list is maintained in the Resources for Disability and Diversity policy for staff reference when a plan of care involves special needs.

Federal and state anti-discrimination and fair employment laws, as well as the federal and Kentucky Civil Rights Acts, prohibit employment practices that discriminate on the basis of age, race, color, sex, national origin, religion, disability, smoking, ethnicity, ethnic origin, veteran status, and sexual orientation. HCP will abide by these rules and regulations with regard to all HCP employees.

Any employee who believes he or she has been unlawfully discriminated against, including sexual harassment, by a coworker, supervisor, manager, physician, or agent of HCP, should report the facts of the incident and the names of the persons involved as soon as possible (preferably within 24 hours) to his/her supervisor or the CEO. Supervisors will promptly report such incidents to the CEO. All claims of unlawful discrimination will be investigated promptly, and appropriate corrective action will be taken. Corrective action may include disciplinary action up to and including discharge.

Chief Executive Officer
Hospice Care Plus
859-986-1500

A civil rights complaint can be filed with the U.S. Department of Health and Human Services Office for Civil Rights.

Office for Civil Rights Complaint Portal: https://ocrportal.hhs.gov/ocr/portal/lobby.jsf

By mail to:

U.S. Department of Health and Human Services
200 Independence Avenue, SW
Room 509F, HHH Building
Washington, D.C. 20201

By phone:
or 1-800-368-1019, 800-537-7697 (TDD).

Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html

Terms and Conditions

By using this site, you are agreeing to the following terms and conditions.

Privacy: Hospice Care Plus (HCP) respects the privacy of its visitors. We do not collect data on visitors to our website, except when web forms are voluntarily completed by visitors who wish to share their information for the purpose of receiving communications from HCP, donating to HCP, registering or signing up for an event, or requesting contact by HCP.

Copyright: All content on this site is the property of HCP and is protected by applicable copyright laws. Without the prior express written consent of HCP, reprinting, republishing, modification, reproduction and redistribution of content from this website is prohibited.

Links to Our Website: Linking to our site is permitted and encouraged with the stipulation that (i) all HCP trademarks, logos, trademark and copyright symbols and attribution must remain in place, (ii) it must be clear that the information originates with HCP, and (iii) it must not depict HCP or its services in a false, misleading, derogatory, disparaging or otherwise offensive manner. You may not use any HCP logo or other proprietary graphic or trademark as part of the link on your website without the prior written permission of HCP. For permission or inquiries, please contact HCP at (859) 986-1500.

Disclaimers: The content of the HCP website is presented for educational purposes only and is not intended as medical or legal advice or to substitute for the recommendations of your physician, other healthcare provider, or attorney. Every case is different, and only your own physician and/or attorney can advise you regarding your particular situation. Although HCP has attempted to provide accurate information on this website as a service to its users, HCP assumes no responsibility for and makes no representations with respect to the accuracy of the information.

HOSPICE CARE PLUS IS NOT RESPONSIBLE OR LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, PUNITIVE OR OTHER DAMAGES ARISING OUT OF OR RELATING IN ANY WAY TO THIS WEBSITE OR ITS CONTENT OR INFORMATION CONTAINED HEREIN OR ANY LINKS FROM THIS WEBSITE.

Links to Third-Party Websites: Links to websites not affiliated with HCP are provided as a convenience for users for educational, informational or entertainment purposes only. The use of a link does not constitute an endorsement of a company, product, or opinion expressed on that site. Linked sites are not under the control of HCP. HCP does not monitor or review the content of linked sites, and HCP is not responsible for the accuracy of information on such sites. HCP advises you that your access by link to third-party sites is at your own risk.

Miscellaneous: These terms and conditions contain the entire agreement between the parties relating to use of the HCP website and supersede all prior agreements, oral or in writing. HCP may revise these terms and conditions at any time. Revisions will be posted on this page, and users are responsible for reviewing the page from time to time to ensure compliance. This agreement is governed by and construed in accordance with Kentucky law.

Questions: Questions concerning these terms and conditions should be emailed to Hospice Care Plus at hospice@hospicecp.org. This email should contain a valid address and first and last name. If you desire to receive a return phone call, please include your telephone number and the best times to reach you.

Licensing, Accreditation, and Membership (Credentials)

Isn’t it expensive?

NO. The cost of care is covered by Medicare, Medicaid, and private insurance. Our palliative and grief care programs are donor supported and you are not invoiced for care.

Policies

Isn’t it expensive?

NO. The cost of care is covered by Medicare, Medicaid, and private insurance. Our palliative and grief care programs are donor supported and you are not invoiced for care.

We provide care for all, regardless of insurance status or ability to pay.