Participant Grievance Process

A grievance is defined as a complaint, either written or oral, expressing dissatisfaction with the services provided or the quality of your care that is provided by PACE of Southwest Michigan.

You have the right to file a grievance about anything.  Examples are:

• The quality of services you receive in the home, at the PACE of Southwest Michigan PACE Center, or in any inpatient or housing facility (hospital, nursing home, or assisted living facility). 

• Mistakes you feel have been made by PACE of Southwest Michigan.

• Waiting times on the phone or in the waiting/exam room.

• Behavior of any of your care providers or program staff.

• Adequacy of PACE of Southwest Michigan PACE Center facilities.

• Quality of food provided by PACE of Southwest Michigan; and

• Transportation provided by PACE of Southwest Michigan.

You may file a grievance with any PACE of Southwest Michigan staff member at any time, either verbally or in writing. 

During the grievance, process we will continue to furnish you with PACE services at the frequency provided in your current plan of care. Your grievance will be kept confidential by all PACE of Southwest Michigan staff.