Documents and Files

Participant Rights

The Complete Senior Care team is committed to providing outstanding care for our PACE participants. We care about your health and wellness, value your independence, and want you to be treated with dignity and respect at all times. For detailed information about your rights and responsibilities as a PACE participant, please read the Complete Senior Care Participant Bill or Rights. This information is given to each new participant at the time of enrollment and upon request. If you have questions about the Complete Senior Care Bill of Rights, you can contact us at 716-285-8248 or 1-800-303-4333. For the hearing impaired, please call us at TTY 800-662-1220.

Download participant bill of rights

Grievances and Appeals

How to Express a Concern or Problem with Care or Service: As a participant of Complete Senior Care (CSC), it is your right to voice your concerns and file a complaint at any time, without fear of reprisal from staff. In order to better serve you, we have grouped concerns and dissatisfaction into two categories:

Grievances

Compete Senior Care considers a “grievance” as any complaint, either written or oral, that expresses dissatisfaction with the care/services you receive. For information about how to file a grievance, please read the information accessed through Grievance document.

Appeals

When Complete Senior Care decides not to cover or pay for a service you want, you may take action to change our decision. The action you take – whether verbally or in writing – is called an “appeal.” For information about how to file an appeal, please read the information in our Grievance document.

For your convenience, there are several ways to file a grievance or an appeal. You can complete one of the following options:

Process to submit a grievance or appeal:

  1. Download our Grievance Form online. You can print and complete a grievance or appeals form and deliver it in person or by mail to Complete Senior Care
    1. Attn: Quality
      1302 Main Street
      Niagara Falls, NY 14304
  2. You can fax your completed form to CSC Quality Director at Fax: 716-285-8284
  3. You can call or email Complete Senior Care to submit a grievance or an appeal
    1. Telephone: 716-285-8248
      Toll Free: 800-303-4333
      TTY: 800-662-1220
      Email: Callen@hanci.com

After you submit a grievance or appeal, our Director of Quality will contact you for further information.

Appoint a Representative

As a Medicare beneficiary, you have the right to appoint a representative if you need help filing an appeal or complaint. Your representative can be a family member, friend, advocate, attorney, doctor, or anyone else you trust to act on your behalf.

Appointment of Representative form
Appointment of Representative form (larger font)
Appointment of Representative form (Español)