Grievances and appeals
Two different things get confused here, and confusing them wastes time that appeal deadlines do not forgive.
A grievance is about us
Late pay, a rude staff member, an unreturned call, a timesheet problem nobody fixed, an attendant behaving badly. You raise it with Communicare Elite.
An appeal is about a state decision
Your services were denied, reduced, suspended or ended, or your care plan was cut. That is a MO HealthNet decision. You appeal it to the state — we cannot overturn it.
Raising a grievance with us
- Tell us. Call (314) 809-6655, email info@communicareelite.com, or write to us at 4477 Woodson Rd, Suite 106, St. Louis, MO 63134. Include what happened, when, and who was involved.
- We acknowledge it and tell you who is handling it.
- We look into it — records, timesheets, staff accounts.
- We respond with what we found and what we are doing.
- If you are not satisfied, say so. You can escalate to the Department of Health and Senior Services on 866-835-3505, and you can change vendors at any time.
Complaining does not put your services at risk. We do not retaliate, and you do not need our permission to leave. Switching vendors →
Appealing a state decision
If MO HealthNet denies, reduces, suspends or terminates your services, you have the right to a fair hearing. The notice you receive will state the decision, the reason, and how to appeal.
- Read the deadline on the notice and act on it. Appeal rights expire, and missing the date is the most common way people lose a case they would have won.
- Ask about continuing services. In some circumstances services continue at the current level while an appeal is pending if you file quickly enough. Ask when you file, not later.
- Keep the paperwork. The notice, your care plan, and anything supporting your need for the hours.
- Get supporting evidence. A letter from your physician describing your functional limitations often carries real weight.
- You may bring someone — a family member, an advocate or a lawyer.
We can supply the service records we hold to support your appeal. We cannot represent you, and we cannot change the decision.
Where else to get help
- Missouri Department of Health and Senior Services — HCBS line, 866-835-3505.
- Missouri Protection and Advocacy Services — the state’s designated protection and advocacy system for people with disabilities.
- Your local Center for Independent Living — advocacy and benefits help for people with disabilities.
- Legal Services of Eastern Missouri — free civil legal help for those who qualify.
Something gone wrong? Tell us.
Call (314) 809-6655 for a free consultation, or text (314) 886-5902. We serve St. Louis City, St. Louis County and Missouri communities within about 40 miles of our office.