Compliments & Complaints
Complaints
Overview: Accredited providers are required by the Standards of Excellence to provide the CHAP toll free phone number to all of its clients with information on how and when to contact CHAP if they wish to file a complaint against the organization. CHAP investigates all complaints. Some complaints require a verbal response from the organization, others a written response, and others still a site visit. Participation and cooperation in complaint investigation and resolution is required. The results of a complaint investigation may adversely affect an organization’s accreditation.
Who can report a Complaint?
Anyone may file a formal Complaint against a CHAP accredited organization.
Who should I contact first regarding my complaint?
CHAP encourages complainants to seek a resolution through the organization before submitting a complaint through CHAP.
What if the concern is life threatening or immediate danger to the patient?
Contact 911 immediately.
How to report a Complaint?
By Phone: (800) 656-9656
By Fax: (202) 862-3419
By E-Mail: info@chapinc.org
By Mail: 1275 K Street, NW, Washington, DC 20005
What information is required to file a formal Complaint?
CHAP encourages complainants to complete the CHAP Complaint Intake Form, otherwise please provide the following:
- Complainants Name & Contact Information (Address, City, State, Phone)
- Patient Name and Date of Birth
- Anonymous or Not Anonymous
- Service Line (Home Health, Hospice, HME, etc.)
- Organization Name & Contact Information(Address, City, State, Phone)
- Date of the Incident
- Description of the Incident (Who, what, when, where, how, dates, times, etc.)
Is there a statue of limitation to file a formal complaint?
Yes, the statute of limitation to report a complaint to CHAP is 90 days from the date of the incident.
What is the investigation process for a Complaint?
All complaints are investigated. An assessment of non-compliance with the CHAP Standards of Excellence and regulatory conditions will guide the decision making process to determine the appropriate investigation. As a result, some complaints require a verbal response from the organization, others require a written response, and others still a site visit. The results of a complaint investigation may adversely affect an organization’s accreditation. If the allegations cannot be confirmed, CHAP has no authority to take further action. The complainant will be notified that the investigation is closed.
Can I be retaliated against by the organization for filing a formal complaint?
No, CHAP accredited organizations are required to offer the right to file a formal grievance without fear of retaliation.
What jurisdictions or authority does CHAP hold regarding investigations?
CHAP does not have jurisdiction or authority over Non-CHAP accredited organizations, labor relations.
How do I submit a compliment or Complaint About CHAP?
CHAP also encourages compliments and complaints about our process and people. Serving our accredited organizations is very important and we take both types of feedback very seriously.
Compliments are publicized to communicate and encourage repetition; complaints are analyzed to create better solutions and responses. Please let us know how we are doing!
By Phone: (800) 656-9656
By Fax: (202) 862-3419
By E-Mail: info@chapinc.org
By Mail: 1275 K Street, NW, Washington, DC 20005