Problem Solving & Complaint Procedure

We want to assist you to reach your highest level of wellness. We strive to meet your expectations, protect your rights and assist you in meeting your healthcare goals.

If you have questions or concerns or if you feel a team member has failed to follow our policies or denied your rights, we want to hear about it as soon as possible.

Please follow these steps without fear of discrimination or reprisal.

  1. Notify the nursing supervisor or on-call coordinator 24 hours a day. Call specific office numbers on front of this booklet. Most problems can be solved at this level.
  2. If this call fails to address your problem satisfactorily, call the AVP of Home Care, Monday-Friday,
    8 a.m. - 4:30 p.m., 423-431-6146 or see specific office numbers on front of this booklet.
  3. Additional recourses are available should these steps fail.

    4. In VA the contact numbers are:

  • VA Adult Protective Services to Report Abuse or Neglect: 888-832-3838
  • VA State Hotline Number: 800-955-1819
  • The Joint Commission Hotline Number: 800-994-6610 or http://www.jointcommission.org
  • VA Adult Protective Services: 888-832-3858 or http://www.dss.virginia.gov/family/as/aps.cgi
  • Child Protective Services: 800-552-7096 or http://www.dss.virginia.gov/family/cps/
  • VA Department of Social Services 888-832-3858 or http://www.dss.virginia.gov/family/cps/
  • State Department of Health, 3600 W. Broad St., Ste. 216, Richmond, VA 23230