No retaliation, ever. Filing a complaint will not slow your service, cancel your visits, change your rate, or get you talked about. That is a promise, and it is also the rule.
How it works
Step 1
Tell me, however is easiest
Call or text 912-230-2885, use the contact form, or hand me a piece of paper. You may have someone speak for you. You may file it without giving your name, though that limits what I can fix for you personally.
Step 2
I write it down the same day
Every complaint gets logged with the date, what happened, and what you are asking for. Logging it is not optional and it is not conditional on me agreeing with you.
Step 3
I answer within five business days
You get a real answer, in writing if you want one: what I found, what I am changing, and what I cannot change and why. If it needs longer, I tell you that within five days along with the new date.
Step 4
If my answer is not good enough
Say so and I will review it again, and I will help you take it to an outside agency. Asking for outside review is your right and it will not cost you your service.
What is useful to include
- The date and roughly what time it happened.
- Who was there.
- What was said or done, in your own words.
- How it affected you.
- What you would like to see happen now.
You do not have to write it well. You do not have to be calm. Say it however it comes out and I will sort the details with you.
Taking it outside Heart of Care
If a complaint involves suspected abuse, neglect, or exploitation, or you simply want someone other than me to look at it, these are the places to go. I will help you make the call and I will not be offended.
- Georgia Adult Protective Services — 1-866-552-4464 (elder and at-risk-adult abuse, neglect, or exploitation).
- Georgia Division of Family & Children Services — 1-855-422-4453 (child abuse and neglect).
- Georgia Department of Community Health, Healthcare Facility Regulation — for complaints about a licensed home care or facility provider.
- Georgia Mental Health Consumer Network — for concerns about certified peer specialist conduct.
- 988 Suicide & Crisis Lifeline — call or text 988 if the situation is a crisis rather than a complaint.
Phone numbers change from time to time. If one does not connect, tell me and I will find the current one with you.
File it now
Call or text 912-230-2885, or use the contact form and write the word Grievance at the top of your message so it gets flagged immediately.