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You have the right to bring complaints or recommendations related to safety, staff performance, quality of service and other concerns to our attention without fear of reprisal and without affecting your right to receive services from us.
You may submit your complaint verbally, in writing, or electronically:
- Phone - 610-868-1801
- Text - 610-868-1801
- Fax - 610-954-9367
- Email - support@carespherehc.com
- Webform - www.carespherehc.com
Your complaint will be taken seriously and will be investigated immediately by our Supervisor or Administrator. It will be reviewed in a fair, consistent and timely manner and, wherever possible, we will resolve it to your satisfaction. The details of your complaint and our findings, resolutions and designated follow-up actions will be documented and handled with the strictest of confidence. You will receive a response as soon as possible. On occasion, we may need additional time to thoroughly investigate and resolve the issue, but we will continue to keep you updated throughout the process.
We keep a log of all complaints received and maintain detailed records to support our internal complaint investigations. If for some reason ( (e.g., complaint is withdrawn) prior to our investigation, the complaint and reason for non-investigation is also documented in our records.
Where You Can Submit a Complaint
Should you have a complaint, with your Direct Care Worker, we encourage the two of you to discuss the issue and, if possible, come to an agreeable resolution. However, if you and the Direct Care Worker are not able to successfully resolve the problem; and/or if you would be more comfortable submitting your complaint directly to our Supervisor or Administrator, you can contact them at 610-868-1801
If you prefer to submit your initial complaint to an authority other than our Agency, or if you feel we have not resolved your complaint to your satisfaction, you can contact:
| Agency | Contact Information |
|---|---|
| Pennsylvania Department of Health | 800-254-5164 |
| Office of Equal Opportunity | 717-772-9197, 800-622-5422 |
| Pennsylvania Human Relations Commission | 717-787-4410, TTY: 717-787-7279 |
| Pennsylvania Department of Health Quality Assurance Complaint Hotline | 800-757-5042 |
| Philadelphia Regional Office | 215-560-2496, TTY: 215-560-3599 |
| Department of Human Services Bureau of Equal Opportunity | 717-787-1127, TTY: 800-654-5484 |
| Department of Labor & Industry Office of Equal Opportunity | 717-772-9197 Or 1-800-622-542, TTY: 800-654-5984 |
| Pennsylvania Human Relations Commission | 717-787-4410, TTY: 717-787-7279, TTY users only |
If you feel your Privacy Rights have been violated, you can submit a written complaint to:
U.S. Department of Health and Human Services
Office for Civil Rights
200 Independence Avenue, S.W.
Washington, D.C. 20201
1-877-696-6775
If you feel your Civil Rights have been violated, you can submit a written complaint to:
U.S. Department of Health and Human Services
Office of Civil Rights
Centralized Case Management Operations
U.S. Department of Health and Human Services
200 Independence Avenue, S.W.
Room 509F HHH Bldg.
Washington, D.C. 20201
Email: OCRComplaint@hhs.gov