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
New Volunteer Training July 24
Hospice Care Plus is hosting a training for new volunteers on Saturday, July 24. Though originally the plan was to hold this as an in-person training, we have chosen to meet via Zoom due to the recent escalation of COVID-19 cases locally. The training is for individuals who would like to help provide care and…
Grief & Bereavement in the Age of COVID-19
The Kentucky Hospice Network (KHN) is proud to host this virtual inservice on Thursday, May 17, from 9 a.m. to 10:30 a.m. EST. Registration is available online. Joelle Osterhaus, LCSW, LICSW, ACHP-SW, and Karen Monts will lead an important and timely discussion on how the COVID-19 pandemic affects grief and bereavement and how organizations can…
National Healthcare Decisions Day
National Healthcare Decisions Day (NHDD) is April 16. This is the thirteenth year the country has observed NHDD, but the pandemic has made it more relevant than ever. Hospice Care Plus is honoring the day by offering free resources to help individuals make and document their healthcare decisions. Lisa Knicely, the Director of Outreach Programs…
Give a “Heart for Hospice” in February
For the entire month of February, several local banks are hosting the annual “Hearts for Hospice” fundraising event. When you visit a participating bank in the lobby or at the drive-through, you will have the opportunity to request a memorial heart for a donation of at least one dollar. Donors write their name or the…
