Complaints and Concerns

NOTICE

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

Isn’t it expensive?

NO. The cost of care is covered by Medicare, Medicaid, and private insurance. We also provide a free Grief & Loss Support program for anyone in the community who may need this service.

We provide care for all, even those who may be underinsured.

News & Events

One More Family Christmas

Rob Riddell, a cancer survivor, had a good life: a job he loved, faith and optimism in spades, and a large, happy family.

A Special UK Wildcat Surprises Young Patient

We have the honor of caring for Hunter. He’s 19, lives in Madison County, and has spent most of his life loving UK Men’s Basketball. When we learned what a Wildcat fan he is, we wanted to do something special for him.

The Best Biscuit Breakfast

Harold Eversole is cared for by our home hospice program. He enjoys entertaining our team with interesting stories about his life.
One humorous story was about the long-running debate between him and his brother over which restaurant made the best biscuits and gravy.

The Hospice Care Plus Berea office building, shown with cars in the lot and the Hospice Care Plus sign in front.

Central Office to Relocate to Richmond

There are exciting changes ahead for Hospice Care Plus. When the COVID pandemic began, many organizations, including Hospice Care Plus, had to make changes to adapt to new circumstances. Hospice found that many employees in the central office in Berea could work hybrid-remote or fully remote. This dramatically downsized the office space needed to run…