Complaint Resolution Policy

Purpose

Archer's Total Home Healthcare is committed to providing quality products and services. We encourage patients, caregivers, referral sources, and customers to communicate concerns, complaints, or suggestions so that we may continually improve our services.

Filing a Complaint

Complaints may be submitted verbally or in writing by:

• Patients
• Family members
• Caregivers
• Referral sources
• Employees
• Physicians
• Other interested parties

Complaints may be submitted by:

Investigation Process

Upon receipt of a complaint:

1. 1The complaint will be documented and assigned for review.
2. 2Management will investigate the concern promptly.
3. 3Additional information may be requested from the complainant if necessary.
4. 4Corrective action will be implemented when appropriate.
5. 5Findings and resolution efforts will be documented.

Resolution Timeline

• Routine complaints will generally receive a response within five (5) business days.
• Complex complaints requiring additional investigation may require additional time.
• Complainants will be informed regarding the status of unresolved matters when appropriate.

Non-Retaliation

No patient, caregiver, employee, or other individual will be subject to retaliation, discrimination, or adverse treatment for filing a complaint or grievance in good faith.

Regulatory Complaints

Patients may file complaints directly with Medicare, state regulatory agencies, accreditation organizations, or other governmental authorities without first using this process.

Medicare Beneficiary Complaints will be handled according to our Medicare Complaint Policy. You may request a copy of this policy.

Quality Improvement

Complaint information is reviewed periodically by management as part of our quality improvement program to identify opportunities for service enhancement and patient satisfaction improvements.