Complaint & Grievance Policy
Our Commitment to You
KindQuest Support LLC values your feedback and is committed to maintaining high-quality, compassionate care. We encourage consumers, family members, and representatives to voice concerns and file complaints if they believe our services do not meet expectations or standards. We take all complaints seriously and have implemented a formal process to investigate and resolve issues promptly.
What Can Be Complained About?
You may file a complaint about any aspect of our services, including:
- Quality, safety, or adequacy of care provided
- Staff conduct or professionalism
- Violations of your rights or dignity
- Suspected abuse, neglect, exploitation, or mistreatment
- Discrimination or violations of non-discrimination policies
- Billing or payment issues
- Access to services or auxiliary aids
- Communication or responsiveness of staff
- Violations of policies or procedures
- Any other concern about services or treatment
How to File a Complaint
Complaints may be submitted in person, by telephone, by email, or by mail. We accept complaints from you, your family members, your representative, or any person on your behalf. We encourage immediate verbal reporting for urgent concerns followed by written documentation.
Contact Information for Complaints:
KindQuest Support LLC
660 Boas Street, Suite 315
Harrisburg, PA 17102
Phone: 724-422-0020
Email: info@thekindquest.com
Fax: [Fax number if available]
What to Include in Your Complaint
When possible, please provide the following information:
- Your name and contact information
- Name of individual receiving services (if different)
- Date and time of the incident or issue
- Description of the complaint and what occurred
- Name(s) of staff or others involved
- How the issue has affected you
- Desired outcome or resolution
- Any supporting documents or evidence
Complaint Investigation Process
Step 1: Acknowledgment (Within 2 Business Days)
Upon receipt of your complaint, we will send you written acknowledgment that includes the date received, a summary of the complaint, and the name of the person investigating.
Step 2: Investigation (Within 15 Calendar Days)
Our Compliance Officer or designee will conduct a thorough, impartial investigation. This may include interviews with staff, individuals receiving services, family members, and review of relevant records and documentation.
Step 3: Written Resolution (Within 20 Calendar Days)
We will provide you with a written response that includes:
- Summary of the investigation findings
- Actions taken to resolve the complaint
- Explanation of decisions made
- How to appeal if you disagree with the resolution
Step 4: Appeal (Optional)
If you believe the resolution is inadequate, you may appeal in writing within 10 days of receiving the resolution. An independent reviewer will conduct a secondary review.
Urgent or Critical Complaints
If your complaint involves immediate safety concerns, abuse, neglect, or threats to health and well-being, we will conduct an immediate investigation within 24 hours and take emergency protective actions as necessary. Critical complaints are reported to appropriate authorities as required by law.
No Retaliation Policy
We strictly prohibit retaliation against anyone who files a complaint in good faith. You will not be denied services, discriminated against, or treated differently because you filed a complaint. Retaliation is grounds for disciplinary action up to and including termination of employment.
Confidentiality
We maintain confidentiality throughout the complaint process to the extent possible. Only personnel necessary for investigation and resolution will have access to complaint information. Your complaint will be documented in a confidential file separate from service records.
External Complaint Options
If you are unsatisfied with our response or prefer to file a complaint outside of KindQuest Support LLC, you may contact:
Pennsylvania Department of Health
Division of Home Health
Phone: (717) 783-1379
Website: www.health.pa.gov
U.S. Department of Health and Human Services
Office for Civil Rights (For discrimination complaints)
Phone: 1-800-368-1019
Website: www.hhs.gov/ocr
Adult Protective Services
For complaints involving suspected abuse or neglect
Phone: 1-800-490-8505 (Pennsylvania Hotline)
Record Keeping
All complaints and their resolutions are documented and maintained in a complaint register. This information is used for quality improvement, identifying patterns, and ensuring systemic issues are addressed. Complaints and resolutions are reported to our Board and management regularly.
Accommodation for Complaints
We accommodate individuals with disabilities in filing complaints. If you need assistance with communication, interpretation services, or other accommodations to file a complaint, please let us know and we will provide them at no cost.
Effective Date: January 1, 2025
This policy complies with Pennsylvania Department of Health Chapter 611 requirements. For the complete Complaint & Grievance Policy, including specific investigation procedures and documentation requirements, please request the full policy document.