Participant Grievance Procedure
We want to be sure that you are satisfied with the care that you receive from us. Please let us know right away if there is a problem or concern about any aspect of the program.
As an AllCARE for Seniors participant you have the right to file a grievance about anything you are not satisfied with regarding our program.
- Here are a few examples:
- The quality of services you receive in the home, at the PACE center, or in any inpatient stay (hospital, skilled nursing facility, or nursing facility).
- Mistakes you feel have been made.
- Waiting times on the phone or in the waiting/exam room.
- Behavior of any of your care providers or program stuff.
- Adequacy of center facilities.
- Quality of food provided.
- Transportation services.
Information on how to file a grievance will be reviewed with you at least annually and anytime you or your family requests it.
If you file a grievance, you will continue to receive health services the same as before you filed the grievance. AllCARE for Seniors employees will not discuss your grievance with other participants or anyone else not involved with investigating your grievance. AllCARE for Seniors will discuss with and provide to the participant in writing the specific steps, including timeframes for response, that will be taken to resolve the participant’s grievance.
You may file a grievance with any staff member, either verbally or in writing, at any time. You or your family member can telephone the center during business hours 8:00 am to 4:30 pm or call the Administrator On-call after hours at (276) 964-7176 or Toll Free at (866) 828-7723.
Once you or your family member have filed a grievance, AllCARE for Seniors will discuss it with you or your representative and provide you with the specific steps, including the time frames for response, that will be taken to resolve the grievance, which includes a written notification of the grievance process. We will continue to furnish you with all services at the frequency provided in the current plan of care during the grievance process.
It is the responsibility of the Interdisciplinary Team Members to investigate and seek a resolution of the grievance, as soon as possible, but no later than 30 business days. Our goal is to resolve participant grievances within one (1) day. The grievance and the resolution will be discussed by your Interdisciplinary Team during our morning staff meetings.
All efforts will be made by the team to pursue a resolution to its utmost ability, so that problems with service delivery do not go unresolved. If you or your family member is still not satisfied with the resolution proposed by the team, you will be informed, either orally or in writing, of what action you may take.
All efforts will be made by the AllCARE for Seniors Interdisciplinary Team to resolve the ongoing grievance within 30 days by using the resources of the program, including the Medical Advisory Committee, Ethics Committee, and/or the Quality Assurance Committee.
You will never be discriminated against for filing a grievance.