The Complete Senior Care team is committed to providing outstanding care for our PACE participants. We care about your health and wellness, value your independence, and want you to be treated with dignity and respect at all times. For detailed information about your rights and responsibilities as a PACE participant, please read the Complete Senior Care Participant Bill or Rights. This information is given to each new participant at the time of enrollment and upon request. If you have questions about the Complete Senior Care Bill of Rights, you can contact us at 716-285-8248 or 1-800-303-4333. For the hearing impaired, please call us at TTY 800-662-1220.
Download participant bill of rights
How to Express a Concern or Problem with Care or Service: As a participant of Complete Senior Care (CSC), it is your right to voice your concerns and file a complaint at any time, without fear of reprisal from staff. In order to better serve you, we have grouped concerns and dissatisfaction into two categories:
Compete Senior Care considers a “grievance” as any complaint, either written or oral, that expresses dissatisfaction with the care/services you receive. For information about how to file a grievance, please read the information accessed through Grievance document.
When Complete Senior Care decides not to cover or pay for a service you want, you may take action to change our decision. The action you take – whether verbally or in writing – is called an “appeal.” For information about how to file an appeal, please read the information in our Grievance document.
For your convenience, there are several ways to file a grievance or an appeal. You can complete one of the following options:
Process to submit a grievance or appeal:
After you submit a grievance or appeal, our Director of Quality will contact you for further information.
As a Medicare beneficiary, you have the right to appoint a representative if you need help filing an appeal or complaint. Your representative can be a family member, friend, advocate, attorney, doctor, or anyone else you trust to act on your behalf.
CSC created a Corporate Compliance Program to prevent and detect the occurrence of illegal or unethical behavior in the workplace. Every employee/vendor/participant has an obligation to report any suspected breach of legal or ethical behavior. Violations can be reported to the Corporate Compliance Officer at (716) 285-8248, ext. 241, or by submitting this Compliance Report Form (download below).