Your Rights

Grievance & Complaint Procedure

Every person we serve has the right to voice a concern or complaint and to have it addressed promptly, fairly, and without fear of retaliation.

Carolinas Home Care Agency, Inc. is committed to providing the highest quality of care and service. We welcome your feedback. If you are a client, family member, guardian, or representative and you are not satisfied with any aspect of your services, you have the right to file a grievance, and we will work to resolve it.

You will never be penalized, retaliated against, or have your services reduced or terminated for filing a grievance in good faith.

Your Rights

As a person receiving services, you have the right to:

  • Be treated with dignity, respect, and consideration at all times.
  • Voice complaints or grievances about your care or services.
  • Receive a timely response and resolution to your concern.
  • Be free from retaliation, discrimination, or reprisal for filing a grievance.
  • Have someone (a family member, guardian, or advocate) file a grievance on your behalf.
  • Escalate your complaint to an external agency if you are not satisfied with our response.

How to File a Grievance

You may file a grievance in any of the following ways. You may file verbally or in writing, and you may remain anonymous if you choose (though this may limit our ability to follow up with you directly).

  1. By phone: Call (910) 642-3700 and ask to speak with the Administrative & HR Director or a program supervisor.
  2. By email: Email [email protected] with a description of your concern.
  3. By mail or in person: Submit a written grievance to our headquarters at the address below, or hand it to any staff member.
  4. Online: Use our contact form and note that you wish to file a grievance.

What Happens Next

  • Acknowledgement: We will acknowledge your grievance, typically within three (3) business days of receiving it.
  • Review & investigation: A supervisor or director will review the concern, gather relevant information, and, where appropriate, speak with you and the staff involved.
  • Resolution: We will provide a written or verbal response, generally within thirty (30) days, describing the outcome and any corrective action taken.
  • Documentation: All grievances are documented confidentially and reviewed as part of our ongoing quality-improvement process.

Where to File a Grievance

Sharon Gaskins — Administrative & HR Director
Carolinas Home Care Agency, Inc.
603 S. Canal Street
Whiteville, NC 28472
Phone: (910) 642-3700
Email: [email protected]

Your Rights & State Regulatory Oversight

Carolinas Home Care Agency is licensed by the State of North Carolina and CARF-accredited. Our mental health, intellectual/developmental disability, and residential services — including our group homes and other 24-hour facilities — are licensed and regulated by the North Carolina Division of Health Service Regulation (DHSR), Mental Health Licensure and Certification Section, under state rules (10A NCAC Chapter 27).

If you or a loved one live in one of our 24-hour residential facilities, you have rights protected by North Carolina law — including the North Carolina General Statutes in Chapter 122C and the rules in 10A NCAC Chapter 27 (General Rights and Treatment or Habilitation Rights). These include the right to be treated with dignity, to receive appropriate care and habilitation, and to raise concerns without fear of retaliation. As a licensed provider, our staff also complete criminal background checks and Health Care Personnel Registry screening as required by North Carolina law.

External Resources

If your concern is not resolved to your satisfaction, or if you prefer to contact an outside agency, you may reach out to:

  • Your LME/MCO (Managed Care Organization): Contact the member/consumer services line listed on your enrollment materials.
  • NC DHSR Complaint Intake Unit: To report a concern about a licensed facility, call (800) 624-0944 (NC Division of Health Service Regulation).
  • NC DHSR Mental Health Licensure & Certification Section: (919) 855-3795 — the section that licenses our mental health, IDD, and residential facilities.
  • Disability Rights North Carolina: (877) 235-4210.

In a behavioral health crisis?

Our After-Hours Crisis Line is answered 24 hours a day, 7 days a week.

Call (800) 642-8288

This grievance procedure applies to services provided by Carolinas Home Care Agency, Inc. It is provided for informational purposes and does not limit any rights you have under state or federal law.