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 Elderhaus PACE 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 Day Health Center, or in any inpatient stay (hospital or skilled nursing facility)
- Mistakes you feel have been made
- Waiting times on the phone or in a waiting/exam room
- Behavior of any of your care providers or program staff
- 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 enter a grievance.
If you file a grievance, you will continue to receive health services the same as before you filed the grievance. Elderhaus PACE employees will not discuss your grievance with other Participants or anyone else not involved with investigating your grievance.
You may file a grievance with any staff member, either verbally or in writing, at any time. You or your family member can call the center during the hours of 7:30 a.m. – 5:30 p.m. or call the On-call system at 910-343-8209 after hours.
Once you or your family member have filed a grievance, Elderhaus PACE will provide you the Grievance Procedure letter that outlines the specific steps, including the time frames for response that will be taken to resolve the grievance. This will either be hand delivered or mailed to you.
It is the responsibility of our Adult Day Health Program Director to investigate and seek a resolution of the grievance, as soon as possible, but no later than 30 business days. Participants and/or caregivers will be notified in writing of the resolution of their grievance.
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 are still not satisfied with the resolution proposed by the team, you may speak with the Adult Day Health Program Director who can help to resolve the situation in a manner that will satisfy you.
