Effective Date: June 1, 2025
At Nayab Care LLC, we are dedicated to providing compassionate, high-quality senior care in Gaithersburg, MD (Montgomery County). We value feedback from our clients and their families to ensure the highest standards of care. This Complaint and Grievance Policy outlines the process for submitting and resolving concerns about our in-home or facility-based care services.
Submitting a Complaint or Grievance
We encourage you to share any concerns promptly to help us improve our services:
- Complaint: Informal concerns about our services (e.g., caregiver conduct, scheduling) can be reported verbally or in writing.
- Grievance: Formal concerns, such as violations of patient rights or care quality, require a written submission.
- How to Submit: Contact us via phone, email, or mail with details of your concern, including dates, individuals involved, and the issue.
Resolution Process
We are committed to addressing your concerns fairly and promptly:
- Acknowledgment: We will acknowledge receipt of your complaint or grievance within [specify, e.g., 3 business days].
- Investigation: We will investigate thoroughly, which may include speaking with staff, reviewing records, or meeting with you.
- Resolution: We aim to resolve complaints within [specify, e.g., 7 business days] and grievances within [specify, e.g., 14 business days], with a written response detailing the outcome.
- Non-Retaliation: You may raise concerns without fear of reprisal or discrimination.
Escalation
If you are not satisfied with the resolution, you may:
- Request a review by our management team.
- File a complaint with external authorities, such as the Maryland Department of Health or the U.S. Department of Health and Human Services.
Contact Us
To submit a complaint or grievance, please contact:
Nayab Care LLC
10205 Washingtonian Blvd Unit 550, Gaithersburg, MD 20878, USA
Email: [email protected]
Phone: +1 (301) 337-5064
You may also contact the U.S. Department of Health and Human Services, Office for Civil Rights:
Office for Civil Rights, HHS
200 Independence Avenue, SW, Washington, DC 20201
Phone: 1-800-368-1019 | TDD: 1-800-537-7697
Website: www.hhs.gov/ocr