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

For women like Mrs. Brown, self-reliance is everything.

To be Self-Reliant

Mrs. Brown taught us that we have to balance the need for self-reliance with the need for safety–and that creative solutions are always at-hand.

To See My Granddaughter Again

We ask “what’s most important to you today?” at every visit with patients and families. Last week, the answer was simple, beautiful, and led to an emotional reunion.

Gala on Derby Eve Raises $29K

On Thursday, May 28, the hardworking members of the Gala on Derby Eve Committee presented Hospice Care Plus with the proceeds from this year’s event. In total, the event raised $29,797.38. The total includes $4,050 raised by the Berea Younger Woman’s Club at the live and silent auctions it hosted at this year’s Gala. “It…

Calling All Bikers!

Thanks to Kentucky Motorsports & Outdoors (KYMO) in Richmond, this year’s Ride Pink for the Cure will designate all proceeds to Hospice Care Plus. The event will be held on Saturday, June 13 at KYMO, just behind Cracker Barrel in Richmond. Ride registration begins at 10am with kick-stands up at 11:30am. Coffee and doughnuts will…