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 Give Back
Don Ray loved music. Specifically, he loved to collect it, sing it, and entertain with it. By the time he chose hospice care, he had thousands of CDs that made up an impressive collection for one of his favorite hobbies: karaoke.
To Make a Joyful Noise
Marlene Payne had a very specific wish. Granting that wish would involve getting her up five flights of stairs into a bell tower, so she could play the instrument she loved one more time.
To Leave a Special Legacy
Jeannie Strong is a talented and creative woman with a heart for service. She helped her husband, former Richmond, Ky., Mayor Bill Strong, serve his community for decades as a city commissioner, a magistrate, and mayor. In her life away from public service, she put her creativity to work.
To Celebrate My Birthday
John Shelton may have come to Hospice Care Plus with advanced heart disease, but, to us, his heart was perfect. He loved life. He loved his wife. He even loved his hospice care team. He also loved celebrating his birthday. “As soon as one birthday passed, he would start reminding you that he had another…
