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

A wood-slice, rustic ornament with a vine, snowflakes, a cardinal, and the phrase "cardinals appear when loved ones are near."

Remembrance Tree Ceremony 2022

QUICK FACTS: What: The 2022 Remembrance Tree Ceremony When: Sunday, Dec. 4, 2:00 PM EST Where: Virtually and Live via the Hospice Care Plus Facebook Page Why? Whether your loss was recent or not, the holidays are a time when those we’ve lost are especially missed. Who? All are welcome to participate, regardless of whether…

Nat’l Hospice Month: #WeHonorLife

November is National Hospice & Palliative Care Month. Around the country, hospice and palliative care organizations use the month to raise awareness about these specialized forms of healthcare. At our hospice, we will use the month to celebrate what we believe hospice and palliative care to be about: life. With our #WeHonorLife campaign, we will…

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.