Your Voice Matters
Complaints & Grievances
You have the right to voice complaints and grievances about your care without fear of retaliation. Harbor Home Healthcare takes every concern seriously and is committed to resolving issues promptly and fairly.
Your Right
You may always raise a concern
Under Virginia regulation 12VAC5-381-230, every client served by Harbor Home Healthcare has the right to voice grievances with respect to care or services that are — or fail to be — furnished, without discrimination or reprisal.
This means you can raise any concern — about a caregiver, a service, a billing question, or anything else — without risk of losing services or being treated differently.
Our Commitment
All complaints are reviewed and addressed
Harbor Home Healthcare reviews every complaint promptly. We will acknowledge your concern, investigate the issue, and provide you with a response. If you are not satisfied with our response, you may escalate your complaint to state oversight agencies.
You may also submit a complaint to your Cardinal Care managed care plan at any time.
How to File a Complaint
Step-by-step complaint process
Contact Harbor Directly
Call us at (703) 734-6683 or write to us at 4229 Lafayette Center Dr, Chantilly, VA 20151. You may also email us at complaints@harborhhc.com. You may submit your complaint verbally or in writing.
We Acknowledge Your Complaint
Harbor will acknowledge receipt of your complaint within 5 business days. You will receive confirmation that your concern has been received and is being reviewed.
Investigation & Review
Your complaint is investigated by Harbor leadership. We gather relevant information, speak with involved parties, and review your care records as appropriate.
Written Response
You will receive a written response explaining our findings and any corrective actions taken. We aim to resolve all complaints within 30 days of receipt.
Escalation Options
If you are not satisfied with Harbor's response, you may contact external agencies listed below at any time — before, during, or after Harbor's review process.
External Complaint Resources
You may also contact these agencies
You do not need to contact Harbor first. You may contact any of these agencies directly and at any time.
Virginia Department of Health
Office of Licensure & Certification
Hotline: 1-800-955-1819
Web: vdh.virginia.gov → File a Complaint
The VDH OLC regulates all home care organizations in Virginia and investigates complaints about licensed providers.
Your Cardinal Care
Managed Care Plan
Contact your Cardinal Care plan directly using the member services number on your card.
Cardinal Care Enrollment Broker: 1-800-643-2273
Your managed care plan has its own complaint and grievance process and can assist you in resolving concerns about covered services.
DMAS — Department of Medical
Assistance Services
Phone: 1-804-225-0816
Web: dmas.virginia.gov
DMAS oversees Virginia Medicaid programs. You may contact them with concerns about Medicaid-covered services or provider conduct.
Need immediate help?
Contact Harbor directly so we can review your concern promptly and explain next steps.