Consumer Complaint Policy 

 

Policy

The agency will investigate complaints made by consumers or others, including complaints about services or that is or is not furnished, or about the lack of respect for the consumer’s person or property by anyone furnishing services on behalf of the home care agency.

 

The agency will record the consumer complaint receivedon the Consumer Complaint Form and track progress onthe Consumer Complaint Log.  The appropriate staff member will conduct an investigation, document the complaint, investigation and resolution of the complaint.  The agency will notify the complainant of the results of the investigation and the agency’s plan to resolve any issue identified. If a resolution is not reached, the Agency Manager will meet with the consumer to reach a resolution.  The consumer is always able to make a complaint to the Colorado Department of Public Health and Environment. 

 

The agency will incorporate the appropriate substantiated findings into the Quality Assurance Program to evaluate and implement system changes were needed. 

 

The agency will maintain a separate consumer complaint log detailing all activity regarding complaints received, and their investigation and resolution.  The record shall be maintained for at least a two-year period of time and is available for audit and inspection purposes.

 

The agency does not discriminate or retaliate against a consumer for expressing a complaint or multiple complaints.