Problem Resolution
Family & Resident Councils
A Family Council consists of family members who meet quarterly to discuss topics of concern and/or interest. The Social Services Director of the home publicly announces meeting times and dates, takes minutes and arranges for presentations and speakers, as requested. If the Family Council chooses, it may meet without a staff member present and with a council member recording the minutes. If any issues are discussed that involve complaints or concerns, the Family Council completes a form that is passed on to the Administrator for resolution.
A Resident Council is a group of interested residents who get together at any time in a private meeting area to discuss facility issues. The Resident Council may choose to invite staff members to participate and may request that the Activity Director take minutes. If the Resident Council meeting results in any complaints or concerns, they are forwarded to the Administrator who has the appropriate Department Manager handle them with written follow-up at the next meeting.
Grievance Resolution
We want to ensure that any complaints or concerns are thoroughly investigated and resolved. If a resident or the resident’s family has any reason to be dissatisfied, we want to know immediately.
How to Report a Grievance Using the Resident/Family Concern Form
We have two ways to report a concern using the Resident/Family Concern Form:
- Use the printable form.
Click here to download and print out the form (
). Complete the top half and be sure to include your name and a phone number where you can be reached. Send the form to the appropriate facility by mail or fax number indicated on page 3. - While at the nursing home:
Ask for a Resident/Family Concern form. These are kept at the nurse’s station or in the Social Services office.
Any staff member may assist a resident or family member with completing the form which is then given to the Administrator or, if not available, to a staff member who will immediately let the Administrator know.
The Administrator will direct a key staff member to complete a thorough investigation. Follow-up will be documented on the form and advice on the resolution of the problem or the status of follow-up will be passed on to the resident or family within 48 hours.
How to Report a Grievance Using our Hotline
While we recommend contacting the Administrator first for faster resolution, a resident or family member may prefer to report the grievance by phone. If so, please call our Hickory Creek Healthcare Foundation compliance hotline at 1-888-467-5682. You will be asked to leave your name and telephone number, along with a summary of your concern. A Hickory Creek compliance representative will return your call within three business days.
How to Report a Grievance by Writing to Our Home Office
Please address your letter to: Compliance Officer, Hickory Creek Healthcare Foundation, Inc., P.O. Box 50363, Indianapolis, IN 46250.
Fraud and Abuse Reporting
If anyone sees or knows of violations of Hickory Creek Healthcare Foundation’s Standards of Conduct policies, a report should be made immediately to our Hickory Creek compliance hotline at 1-888-467-5682 or by writing to Compliance Officer, Hickory Creek Healthcare Foundation, Inc., P.O. Box 50363, Indianapolis, IN 46250. All reports will be treated as confidential.
Our Standards of Conduct cover:
- Integrity of Business Practices – covering ethical practices, employee conduct, and integrity of financial reporting.
- Quality of Care – covering the residents and the communities we serve, the responsibilities we share, control of funds, and protection of confidential information and documents.
- Conflicts of Interest – covering acceptance of gifts and entertainment and outside business activities.
- Compliance with Laws and Regulations – covering general compliance with all government regulations, environmental laws, anti-trust laws and political contributions.
- Employment Policies – covering the work environment, equal employment opportunity and safety.
Hickory Creek Healthcare Foundation Policy and Procedure for Detecting Fraud, Waste and Abuse
Hickory Creek Healthcare Foundation is committed to maintaining the highest level of professional and ethical standards in delivering quality health care services to its customers. These standards can only be achieved and sustained through the actions and conduct of all Hickory Creek personnel. Hickory Creek employees have an obligation to familiarize themselves with, and adhere to, all applicable federal and state laws and regulations that apply to the delivery and reimbursement of services provided by Hickory Creek for Medicare and Medicaid.
As part of this effort, Hickory Creek has developed initiatives to prevent potential fraud, waste and abuse in programs funded by Medicare and Medicaid and/or other government programs. One specific initiative adopted by Hickory Creek is consistent with recommendations by the U.S. Department of Health and Human Services to create a voluntary “corporate compliance” program. We have established the Hickory Creek Corporate and Nursing Home Compliance Program to provide guidance to employees on their responsibilities and to help them determine appropriate conduct in performing their duties. Our company has established a corporate office management team to oversee and monitor the implementation of the Corporate and Nursing Home Compliance Program.
While all Hickory Creek employees/agents are obligated to follow the compliance policies and procedures, management will provide access to the information, training and resources needed by staff to comply with applicable federal and state laws, including ethics laws, regulations and policies. All employees/agents must help create a culture within Hickory Creek that promotes the highest standards of ethics and compliance and which encourages everyone in Hickory Creek to address concerns, when they arise, consistent with policy and procedure. Where any question of uncertainty regarding such requirements exists, each affected employee/agent is required to seek guidance from his or her supervisor.
Each Hickory Creek employee/agent is obligated to conduct himself/herself in a manner to assure the maintenance of the established standards. Hickory Creek prohibits any employee, contractor or agent from knowingly presenting any claim for payment or approval that is inaccurate, false, fictitious or fraudulent. Compliance within these standards will be an important factor in evaluating an employee’s performance. Compliance oversight will also be an important element in the evaluation of Hickory Creek supervisory employees responsible for the provision of services or for preparation of bills to seek reimbursement from Medicare, Medicaid and/or other federal programs. Employees who fail to comply with the Corporate and Nursing Home Compliance Program will be subject to additional training, direct supervision and/or appropriate disciplinary action.
For more information about our resident programs, contact the Hickory Creek Home in your area.