We are sincerely regretful that a situation has occurred that has not met your expectations. If any participant is dissatisfied with services or with issues relating to association with Quest services, those participants are encouraged to take the following steps:
Participant, with the help of their guardian or person of choice, will submit the grievance in writing to a Quest Provider Services administrative staff.
The Chief Development Officer (or designee) will respond to the participant/guardian or person of choice within 30 days to set up a confidential meeting to address the grievance.
The Chief Development Officer and the participant/guardian and/or person of choice will have the confidential meeting at the agreed time and date.
The Chief Development Officer with the participant/guardian or person of choice will try to come to a solution to the grievance.
If the participant/guardian or person of choice is still unhappy with the results they can request in writing the grievance be escalated to the Human Rights Committee.
The Human Rights Committee will review the grievance in a closed session and respond in writing to the Chief Development Officer and participant/guardian or person of choice within 30 working days after receiving the grievance.
At any time during this process the participant or legally responsible person/family member also has the right to contact their appropriate Managed Care Organization (MCO), Cardinal at 1-800-939-5911, Sandhills 1-800-256-2452, Alliance 800-510-9132, Partners 888-235-4673 with concerns. Additionally, the participant may contact the Disability Rights North Carolina (formerly Governor’s Advocacy Council for Persons with Disabilities) at 1-877-235-4210/ 919-856-2195. Quest Provider Services provides this information to participants to facilitate dignity and mutual respect in provider/participant relationships. Quest Provider Services seeks to promote higher quality care in an atmosphere of mutual understanding and warm regard.
Hopefully this situation can be resolved for all parties in a respectful and productive manner. It is always our intent to ensure we meet and/or exceed your expectations in service delivery at all times. Again, we regret this situation has occurred and encourage you to voice your concerns below, via email, in person, or call us...
I can assure you, we will do everything in our power to remedy this situation.