How to File a Complaint( Grievance)
How to File a Complaint( Grievance)
Senior Care Plus is here to support you. If you are unhappy with any aspect of your care or service, you have the right to file a complaint( also called a grievance).
Ways you can contact us.
You can submit your complaint in any of the following ways:
• Phone or email – Call Customer Service at 775-982-3112 or send an email to customer _ service @ hometownhealth. com.
• MyChart – Send us a secure message through your MyChart account.
• In Person – For more complex concerns, you may ask a Customer Service representative to help schedule an in-person appointment.
What to expect when you contact us.
A Customer Service representative will:
• Listen to your concerns and explain how the complaint process works.
Answer questions such as:
• How long do I have to file a complaint and what happens after I submit my complaint?
• When should I expect a resolution?
Information to have ready.
To help us understand and resolve your concern, please provide:
• Dates of service or events and a description of what happened
• Any supporting documents such as letters, billing statements, or notes What happens after you file a complaint?
Our Customer Service Department will address any immediate needs and notify you with a resolution when possible.
If your concern needs further review, your case may be sent to our Appeals and Grievances Department. The Appeals and Grievances team will:
• Complete a thorough investigation
• Coordinate with the appropriate departments, providers, or partners
• Request any additional information needed
You will receive a written response. Once the review is complete, you will receive a letter explaining the outcome of your complaint. Most decisions are sent within 30 calendar days. If more time is needed, we will contact you.
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