Protocol for Resolving Complaints

The patient has the right to freely voice grievances and recommend changes in care or services without fear of reprisal or unreasonable interruption of services. Services, equipment, and billing complaints will be communicated to management and upper management. These complaints will be documented in the Complaint Log in the Patients file, and completed forms will include the patient’s name, address, telephone number, and health insurance claim number, a summary of the complaint, the date it was received, the name of the person receiving the complaint, and a summary of actions taken to resolve the complaint.

All complaints will be handled in a professional manner. All logged complaints will be investigated, acted upon, and responded to in writing or by telephone within 5 business days of receipt of the complaint. If there is no satisfactory resolution of the complaint, the next level of management will be notified progressively and up to the president or owner of the company.

The patient will be informed of this complaint resolution protocol at the time of set-up service.

If J & B Medical, Inc. provided care, treatments, and/or services that were billed under your Medicare benefit and we were not able to answer all your questions and/or concerns, or we did not resolve any complaint in a manner you thought was appropriate, you have the right to contact Medicare directly at:

Cigna Government Services
PO Box 20010
Nashville, TN 37202
Phone: 866-270-4909
Website: www.cignagovernmentservices.com

• To report a complaint regarding the services you receive, please call toll-free 1-888-419-3456
• To report abuse, neglect, or exploitation, please call toll-free 1-888-962-2873
• To report suspected Medicaid fraud, please call toll-free 1-866-966-7226
• To report suspected Medicare fraud and waste, such as inappropriate payments and over use of services in nursing homes, please call toll-free 1-800-447-8477

You may also report complaints to our Accrediting Company listed below:

Accreditation Commission for Health Care, Inc.
4700 Falls of the Neuse Road, Suite 280
Raleigh, NC 27609
919-785-1214