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
News & Events
To Have Mom at My Wedding
We met Nancy through her mother who was in our care at the Compassionate Care Center. During a conversation with Nancy, one of our nurses, Teresa Dickson, learned that she felt sad that her mother wouldn’t be with her for her wedding in June.
To See a Movie in the Theater
Elizabeth, 27 years old, felt a strong connection with Joey Feek and very much wanted to see the movie, “To Joey, with Love.” But our medical team was concerned that Elizabeth might not be with us by October 6, when the movie was to be shown for the last time.
To Be Thanked for His Service
Honoring those who have served our country is one of our greatest joys. Not everyone understands how important it can be for a veteran to be formally recognized for their service, especially as the end of life nears.
To Have Coffee with an Old Friend
When we ask our patients what’s most important to them or what’s on their minds, what we are trying to do is learn. We can’t meet a need that we haven’t learned about. Many needs are relatively obvious and easy to meet: a walker for support, a new medication to treat a new symptom, for instance. Other needs take time to reveal themselves, but they are no less important.
