Clients and caregivers have the right to have all complaints heard, investigated and whenever possible, resolved. InTouch Med Supply promotes open communication between patients/parents/guardians and staff. The Company respects both the patients’ rights and the need for effective communication.

Clients are free to voice complaints or grievances regarding policies or services and recommend changes without coercion, discrimination, reprisal or unreasonable interruption of services. The complaint process includes:

investigation, review and corrective action as applicable, complaint resolution, and follow-up. Patients receive required documentation about InTouch Med Supply’s complaint and resolution process when starting service with the company.

InTouch Med Supply receives, investigates and responds to complaints and recommendations received from all clients. Upon initiating service InTouch Med Supply provides oral and/or written notification of its complaint resolution process and other resources for registering complaints.

Clients may file a complaint or grievance by calling: InTouch Med Supply Toll-Free at: 1-888-412-0370 or the complaint may be submitted in writing to the InTouch Med Supply Attn: Privacy Officer, 215 West Church Road, Suite 102, King Of Prussia PA, 19406 or by Email: Info@intouchmedsupply.com

We will notify you in writing within 5 business days of receipt that the complaint has been received and is being investigated. During the investigation we will interview staff, your medical record, ordering history and other documents. If necessary, we will contact you for more information.

Within 14 business days you will receive a written response of the outcome of the investigation at the actions that were taken.

A complete report of the initial complaint and subsequent investigation and resolution is to be kept by the Compliance Officer in a secure file, with a summary in the client’s file.

Clients may call our accrediting organization, ACHC to file a complaint at 1-855-937-2242. We are here to help you. You may contact us at any time, 9:00 am – 5:00 pm EST at 1-888-412-0370 regarding any questions or problems with product or service; you may also reach us after-hours.