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 Nov. 7
Hospice Care Plus is hosting a new volunteer training on Sat., Nov. 7, from 9am to 4pm at the Compassionate Care Center in Richmond. The training is for those who would like to help provide care and support to individuals, caregivers, and families. Tina Hesketh, Hospice’s volunteer coordinator, says volunteers can fill many roles. “We…
“Save A Seat” Coming Oct. 17
A group of Bereans are once again holding their own special event to raise funds for Hospice Care Plus. “Save a Seat,” a dinner and show, is scheduled for Sat., Oct. 17, 6PM, at the Rock House, located behind Church on the Rock in Berea. Created by Donna Angel, the event will raise funds for…
Kilted Classic Coming Sept. 17
The first annual Kilted Classic is coming to Richmond on Thursday, Sept. 17. The University Club at Arlington will play host to the new event, created and organized by local attorney, golfer, and Celtic enthusiast, Jud Patterson. The fun begins Wednesday night, Sept. 16, at the Mule Barn at Arlington with a pre-party featuring singer-songwriter Ashley…
To Get Back Home
Nancy Isaacs, a Hospice Care Plus nurse, now retired but with 20-plus years under her belt, will never forget one patient’s bucket-list story. “He hadn’t lived in our county very long,” remembers Nancy. “He was from a small town in eastern Kentucky, and his greatest wish was to have his body taken back there to be…
