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 Hospice Volunteer Training Scheduled
Berea, Ky., 2 June 2014 We will host a training for new hospice volunteers on Saturday, June 21, from 9am to 4pm at our Compassionate Care Center in Richmond. Our volunteers do a variety of tasks to help support patients, families, and our non-profit organization. From sitting with a patient so a caregiver can have…
To be There for His 1st Day of School
Nancy and her husband Skip had nearly 40 years of history together when she learned she had lung cancer in June 2009. By Christmas, she knew curative treatments were no longer helping. Her focus became quality of life, and we were honored to be asked to care for her at home. Nancy and Skip were…
To Marry Karen
One February day in 2014, we made a special request on our Facebook page: did anyone have a sized 32-34 suit or tux we could borrow for a patient who wanted to get married? We asked our Facebook followers because the patient’s care team—the nurse, social worker, nurse aid, and chaplain—had all checked with friends and…
