Complaint & Grievance Policy
Last Updated: May 2024
NuLook Home Care Agency is committed to providing high-quality care and support. We welcome feedback and take all complaints and grievances seriously. This policy outlines how to report concerns and how they will be addressed.
Reporting Concerns
Clients, family members, guardians, or representatives have the right to report concerns or file a complaint without fear of retaliation, discrimination, or interruption of services.
Complaint Procedures
You may file a complaint verbally or in writing. Please provide as much detail as possible, including dates, individuals involved, and the nature of your concern.
Investigation Process
Upon receiving a complaint, NuLook management will initiate an investigation. This may involve interviewing the individuals involved, reviewing records, and assessing compliance with our policies and state regulations.
Non-Retaliation Statement
NuLook strictly prohibits any form of retaliation against anyone who files a complaint or participates in an investigation in good faith. Your services will not be negatively impacted by raising a concern.
Resolution Process
We aim to resolve all complaints promptly. You will be notified of the outcome of the investigation and any corrective actions taken. If you are not satisfied with the resolution, you have the right to escalate the matter.
Escalation Options
If your concern is not resolved to your satisfaction internally, you may contact the appropriate state regulatory agencies or oversight bodies.
How to File a Complaint
To file a complaint or report a grievance, please contact us using one of the following methods:
- Phone: (919) 747-9491
- Written: NuLook Home Care Agency, 2949 New Bern Ave Suite 108B, Raleigh, NC 27610
- Online: Use our secure Contact Form located in the Legal & Compliance Center.