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 appropriate staff member 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 Compassionate Care Plus responds to concerns and uses them as opportunities to examine our process, policy, practice, and staff education needs.

Compassionate Care Plus
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

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…

Anthony’s Christmas with Santa

Anthony is a young man under our care. His home-hospice team worked to manage pain and symptoms and to support him and his family. As they got to know him, they were reminded that, even in the midst of crisis, children want to feel “normal.”

To Preserve & Share a Song

All her life, Lois Harrison used the gift of her voice to express and share her faith. Singing was very important to her. But, now in the advanced stages of Parkinson’s disease, Lois could no longer speak.

Joy Makes Home Visit

Our stories about meaningful experiences are written as they unfold. Therefore, most stories are in the present tense. Some of the patients in these stories are no longer with us. They, and their families, gave us permission to share their experience with you. For those who have since passed, we share these in their memories…