Policy
Complaints & grievance procedure
You can raise a concern at any time. You will not lose services or be treated differently for making a complaint.
How to file a complaint with us
- Call our Administrator at (855) 902-2273 (24/7)
- Email info@bigheartshomehealth.com
- Tell any staff member, who will pass it to the Administrator
What happens next
- We acknowledge your complaint within 2 business days
- We investigate and contact you about what we found
- We send you a written response, usually within 10 business days
State agencies
You may also contact the state directly at any time:
- Texas: Texas Health and Human Services Commission (HHSC) Complaint and Incident Intake, 1-800-458-9858
- Illinois: Illinois Department of Public Health (IDPH) Home Health Complaint Hotline, 1-800-252-4343
- Michigan: Michigan does not license home care agencies. Concerns about abuse, neglect or exploitation can be reported to Michigan Adult Protective Services at 1-855-444-3911.
To report abuse, neglect or exploitation in Texas, call the Texas Abuse Hotline at 1-800-252-5400. In an emergency, call 911.