At Care Guide Partners PACE, we are always working to enhance our services. Our PACE care team is here to discuss your care, provide information, and address any questions or concerns you may have. If you are not satisfied, we encourage you to let us know right away.
Please take a moment to review your PACE Participant Rights by clicking the link below.
If you need to appoint a representative to make a request, claim, grievance or appeal on your behalf, beneficiaries must complete form CMS1696.
Please note that clicking on the form link will take you to the CMS website.
Care Guide Partners provides interpreters who can communicate with participants with significant hearing loss or who cannot speak, read, write or understand the English language at a level that permits them to interact effectively with our staff members. All vital documents will also be provided in the participant’s requested primary language. These services are provided to PACE participants free of charge.
All team members at Care Guide Partners PACE 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 we can address them. Should you wish to file a grievance at any time, we will assist you or your representative. PACE services will continue during the grievance process.
A grievance is defined as a complaint or concern that, 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.
Grievances can be filed in person, by phone, in a written letter, or online.
You may discuss your grievance with any Care Guide Partners PACE team member. The team member will ensure 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.
You may file a grievance by phone by calling 270.600.2580, TTY: 270.600.2589. You may also use these phone numbers to ask questions or follow up on the status of your complaint.
If you wish to register a written grievance, please send a letter to:
Care Guide Partners PACE Compliance
109 Buffalo Creek Drive
Elizabethtown, KY 42701
A PACE participant may voluntarily disenroll from the program without cause at any time. The PACE disenrollment date will be coordinated between Medicare and Medicaid for participants who are dually eligible.
