Complaints or Grievances

Appoint a representative​

If you need to appoint a representative to make a request, claim, grievance or appeal on your behalf, beneficiaries must complete form CMS1696.​
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Complaints or Grievances​

All team members at Bluegrass PACE Care share responsibility for your care and your satisfaction with the services you receive. Our grievance procedures are designed to enable you and your family to express concerns or dissatisfaction so that we address them. At any time, should you wish to file a grievance, we will assist you or your representative. PACE services will continue during the grievance process.​

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A grievance is defined as a complaint or concern, which you or your representative can make either written or verbally expressing dissatisfaction with the delivery of services or the quality of care. You may also file a grievance if you believe your member rights have been violated. If your grievance cannot be resolved satisfactorily, grievance options can be pursued.​

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How to file a grievance:​

Grievances can be filed in person, by phone, in a written letter, or online.​

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You may discuss your grievance with any team member at Bluegrass PACE Care. The team member will make sure you receive written information on the grievance process and that your grievance is documented. Be sure to give complete information so they can help you resolve your grievance quickly.​

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You may file a grievance by phone by calling 859.687.9410, 866.422.6722, TTY 800.648.6056. You may also use these phone numbers to ask questions or follow up on the status of your complaint.​

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If you wish to register a written grievance, please send a letter to:​

PACE Compliance​
2409 Members Way​
Lexington, KY 40504​