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. Our grief care program is donor supported and you are not invoiced for care.

We provide care for all, regardless of insurance status or ability to pay.

News & Events

To Taste Home Once More

It’s not surprising many hospice patients turn their thoughts to family, family traditions, and even childhood.

To Find a Home for A Navy Veteran

One afternoon, our hospice, Hospice Care Plus, was called to see if we could help a young Navy veteran, Mr. Jones (name changed), who was essentially homeless.

To Visit My Favorite Fishing Hole

Mr. Smith (name changed) loved to fish. Every weekend for most of his life, he managed to fit in a time to fish for a while at his favorite fishing hole. His wife, Mary, often told us that his fishing spot was like his second home.

A Last Christmas with Sara

This bucket-list story is about sweet young Sara (name changed). We had the honor of caring for Sara, and of working with her family to help prepare them for life without her.