Back to Basics: What You Need to Know About Complaints

The Heart of Hospice Podcast

We’re getting back to the basics of hospice care, sharing information about complaints, when to make them, and what should happen when you do. Hospice Social Worker Lisa Pahl (creator of The Death Deck and End of Life Deck) helps drive this discussion. Here are a few highlights from our discussion: •Patients and/or caregivers have a right to make a complaint. •There are numerous reasons a complaint might be needed: visits aren’t being made, symptoms aren’t being managed, response time is slow, or the care is out of alignment with the beliefs or needs of the patient. •Care of a hospice patient should never be rough or insensitive - this is always a reason to make a complaint. •If delivery of medications or medical equipment (DME) is very late or doesn’t happen, a complaint should be made. •A complaint can be given directly to the case manager or director/administrator of the agency. •The hospice agency should immediately investigate, talk to everyone involved, and work to resolve the issue to the satisfaction of the patient or caregiver. •If the hospice agency doesn’t resolve the complaint in a timely manner or to the point the patient/caregiver is satisfied, the complaint can be elevated to the state organization that provides licensure to hospice agencies. It might be the Health and Human Services Department for the state. •The hospice agency is required to furnish the patient/caregiver with contact information about making complaints, including the information for their accrediting organization. (This could be Joint Commission, CHAP, or ACHC).

Connect with Lisa Pahl, owner/creator (thedeathdeck.com) The Death Deck and End of Life Deck Find The Death Deck on social media: Facebook IG LinkedIn

You can find the Approaching Death Support Kit at bkbooks.com.

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Hospice Navigation Services understands that you need unbiased, expert support to have the best end of life experience possible. If you have questions about hospice care for yourself or someone you care about, Hospice Navigation Services can help. Whether you want to connect by phone or video, you can book a FREE 30-Minute Hospice Navigation Session, or a more in-depth 60-Minute Navigation Session for $95. If you need to troubleshoot the care you’re already receiving, we’re here to answer your questions. A 60-Minute Navigation Session by video call allows up to 3 family members to get the same expert information at the same time. We believe you deserve to have good hospice care. Book your session with an expert Hospice Navigator at theheartofhospice.com.

Connect with The Heart of Hospice Podcast and host Helen Bauer

Website: theheartofhospice.com

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