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Complaint and Grievance Procedure

Complaint and Grievance Procedure

Last updated: May 30, 2025

Welcome to Amorycare. Amorycare, LLC and its affiliates ("Amorycare," "we," "our," or "us") provide home care, live-in care, hourly care, companion care, nursing care, and related caregiving services.

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Amorycare, a trusted provider of home health, live-in care, hourly care, companion care, and nursing services, is committed to delivering compassionate and high-quality care tailored to your unique needs. Amorycare values feedback from clients, their families, and caregivers. This procedure ensures all concerns are heard, addressed promptly, and resolved fairly, while maintaining compliance with applicable state and federal regulations.

Please read this policy carefully.​

Please review our Privacy Notice, which also governs your use of Amorycare Services, to understand our practices.

1. Who May File a Complaint or Grievance?

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Any of the following may submit a complaint or grievance:

  • Clients or their authorized representatives

  • Family members or caregivers involved in the client’s care

  • Visiting nurses, physicians, or other healthcare professionals

  • Members of the public with a concern about Amorycare's services 

2. Definition

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  • Complaint: An informal expression of dissatisfaction regarding service, staff conduct, scheduling, billing, or any other operational matter.

  • Grievance: A formal written statement of dissatisfaction that remains unresolved after an initial attempt at resolution. 

3. How to File a Complaint or Grievance
 

Complaints and grievances can be submitted via:

Phone: 908.409.1924

Email: info@amorycare.com

Mail: 1945 Morris Ave STE 12, Union, NJ, 07083 

In-Person: At our office during normal business hours

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4. Required Information for Filing
 

To help with a prompt investigation, please include:

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  • Your full name and contact information (including your email address)

  • The client’s name (if different from the contact person)

  • Date(s) and location(s) of the incident(s)

  • Names of staff members involved (if known)

  • A clear description of the concern or incident​

  • Any supporting documentation (receipts, emails, schedules, etc.) 

5. Investigation Process

 

  • Acknowledgement: Amorycare will acknowledge receipt of your complaint or grievance within 3 business days, typically via email if an email address is provided.

  • Investigation: The assigned manager will thoroughly review records, speak to relevant parties, and gather all necessary facts.

  • Resolution Goal: The goal is to resolve most matters within 14 business days. Complex matters may take longer, but progress updates will be provided. 

6. Resolution and Response


Once a determination is made, you will receive a written or documented verbal response explaining:
 

 

  • Findings of the investigation

  • Any corrective actions taken or planned

  • Timeline for implementation, if applicable

  • If you disagree with the resolution, you may request an appeal in writing to [e.g., Amorycare Management/Client Services Director] within 7 calendar days of receiving our initial decision. 

7. Escalation


If the issue remains unresolved after our internal appeal process, you may contact:
 

Consumer Affairs Division

124 Halsey St, Newark, NJ 07102

Phone: (973) 504-6200

8. Confidentiality


All complaints and grievances are handled confidentially to the extent permitted by law. Retaliation against anyone who files a complaint in good faith is strictly prohibited. 


9. Documentation


Written records of all complaints and grievances are maintained for a minimum of 7 years or as otherwise required by law. 

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