Complaint and Grievance Process

Complaint and Grievance Process

Effective date: August 2026

Julie Family Care is committed to resolving concerns promptly, fairly and with full respect for every client and family member. If you are dissatisfied with any aspect of your care or our service, we encourage you to let us know. Your feedback helps us improve and ensures that your rights are protected.

Step 1 — Raise Your Concern Directly

Most concerns can be resolved quickly through direct communication. Please contact Julianne Alcinor, Owner, as soon as a concern arises:

We ask that you describe the concern as clearly as possible, including the date, nature of the issue and what outcome you are seeking. We will acknowledge your concern within 1 business day.

Step 2 — Formal Written Complaint

If your concern is not resolved to your satisfaction through direct communication, you may submit a formal written complaint by email to contact@juliefamilycare.com with the subject line: Formal Complaint — [Your Name].

Your written complaint should include:

  • Your name and contact information
  • A description of the issue, including dates and any relevant details
  • The resolution you are seeking

Julie Family Care will:

  • Acknowledge receipt of your formal complaint within 2 business days
  • Investigate the complaint thoroughly and impartially
  • Provide a written response within 10 business days of receipt
  • Document the complaint and resolution in our internal records

Step 3 — External Resources

If you are not satisfied with Julie Family Care's response, or if your concern involves a matter requiring external oversight, you may contact the following:

  • Massachusetts Executive Office of Elder Affairs: 1-800-243-4636 (Elder Helpline)
  • Massachusetts Attorney General's Office: mass.gov/orgs/attorney-generals-office
  • Local Adult Protective Services if you have concerns about abuse, neglect or exploitation

Non-Retaliation Policy

Julie Family Care strictly prohibits any form of retaliation against a client or family member for raising a concern or filing a complaint. Any complaint made in good faith will be handled with full confidentiality and without negative consequence to the client's ongoing care.

Contact

Julianne Alcinor, Owner
Julie Family Care
(305) 502-1829
contact@juliefamilycare.com