Everwell Home Care Complaints Procedure

Introduction

Everwell Home Care is committed to providing high-quality care services. We understand that concerns or complaints may arise, and we value your feedback. This Complaints Procedure outlines the steps to address and resolve complaints in a fair, timely, and transparent manner.

How to Make a Complaint

Step 1: Informal Resolution

1.1. Speak with Your Care Provider: If you have a concern, communicate with your assigned care provider first. They will listen to your concerns and work towards an informal resolution.

1.2. Supervisor or Manager Involvement: If the issue is not resolved informally, you may escalate the matter to a supervisor or manager within Everwell Home Care.

Step 2: Formal Complaint

2.1. Submit a Written Complaint: If the concern remains unresolved, you may submit a formal written complaint to the Everwell Home Care Complaints Department. Include details such as the nature of the complaint, individuals involved, dates, and any supporting documents.

2.2. Contact Information: Complaints can be submitted via email to [email protected] or in writing to 15150 W. Park Place, 2nd Floor, Goodyear, Arizona 85395

Complaints Handling Process

Step 3: Acknowledgment

3.1. Acknowledgment of Complaint: Upon receipt of a formal complaint, Everwell Home Care will acknowledge the complaint within 24 hours and provide a reference number for tracking.

Step 4: Investigation

4.1. Assigned Investigator: A designated investigator will be assigned to thoroughly investigate the complaint. This may involve gathering additional information, interviewing relevant parties, and reviewing records.

4.2. Timeline for Investigation: Everwell Home Care aims to complete the investigation within 24 hours. However, more complex cases may require additional time.

Step 5: Resolution

5.1. Resolution Proposal: The investigator will propose a resolution based on the findings of the investigation. This may involve corrective actions, changes in procedures, or other measures.

5.2. Communication of Resolution: Everwell Home Care will communicate the resolution to the complainant in writing, including details of any actions taken.

Step 6: Appeal

6.1. Appeal Process: If the complainant is dissatisfied with the resolution, they may appeal the decision. The appeal process will involve a review by a different authority within Everwell Home Care.

6.2. Final Decision: The final decision following the appeal process will be communicated to the complainant.

Monitoring and Improvement

Everwell Home Care is committed to continuously improving our services. All complaints will be monitored, and trends will be analyzed to implement improvements in our care delivery.