The right to voice concerns about care, treatment, services, and safety and are encouraged to do so by contacting HPCI Executive Director.
The right to express complaints about the care and services provided and to have the program investigate such complaints. The expression of such complaints by the patient or his/her designee shall be free from restraint, interference, coercion, discrimination or reprisal. A written response shall be made to each written complaint and, where requested, oral complaints, explaining the investigation, findings and decision rendered to date by the program within 15 days of such complaint. If the patient or family requests an appeal of the decision, the Executive Director shall arrange for appropriate individual and/or committee to review the complaint within 30 days of receipt of the appeal. Final appeal may be made to the Office of Health Systems Management. The hospice program is responsible for notifying the patient or his/her designee that if the patient is not satisfied by the response, the patient may file a complaint with the New York State Department of Health's Office of Health Systems Management, 1-800-628-5972; or write to the New York State Department of Health, Attention: 4th Floor—Hospice, 217 South Salina Street, Syracuse, NY 13202.
