Who can the client and/or family members call with questions or complaints? How does the agency follow up on complaints and resolve problems?
We want to always be here to answer any questions you or your loved ones may have. We are available 24 hours a day, seven days a week via a pager, for any urgent situations that may arise, and are available during office hours of 8:30-5:30 Monday-Friday for non-urgent questions/requests for information. If a family member who is not a contact has a very specific question or comment regarding the client, he/she is asked to have the designated contact person get in touch with us. Other family members or friends are welcome to call with general questions. Of course, any family member/friend is encouraged to page us directly in the case of an urgent situation. Any complaints or problems that arise are handled as quickly as possible. Each situation is different, of course, but clients and family members can be assured that all concerns are taken seriously and any necessary action will be taken, whether it involves a change to the care plan or a request for a different caregiver. Problems ar
