§ 01 — Your Rights as a Patient & Customer
Federal law guarantees the following rights to every Medicare beneficiary. Continental Medical complies with Medicare DMEPOS Supplier Standards 13, 19, and 20 under 42 C.F.R. § 424.57(c).
Right to File a Complaint
File a complaint or grievance about care, equipment, or service — verbally or in writing — without fear of retaliation.
Right to a Timely Response
Receive acknowledgment within 1 business day and a written resolution within 7 business days of filing.
Right to a Written Response
Request a written response at any time describing investigation findings and actions taken.
Right to Confidentiality
Your complaint and associated PHI are kept confidential and used only for resolution and quality improvement.
Right to External Review
If not satisfied with our resolution, escalate to CMS, 1-800-MEDICARE, or the Tennessee Department of Health.
Right to Non-Retaliation
Filing a complaint never affects the quality of your service, billing, or access to equipment and supplies.
§ 02 — What Constitutes a Complaint or Grievance
Any written or verbal expression of dissatisfaction from a patient, caregiver, or referring provider regarding our products, services, or conduct is treated as a complaint — even if the word "complaint" is not used. This applies per 42 C.F.R. § 424.57(c)(19) and (20).
| Category | Examples |
|---|---|
| Product Quality | Defective equipment, wrong item delivered, item not as described, substandard quality |
| Delivery Issues | Late delivery, missed delivery window, damaged shipment, wrong address |
| Billing & Insurance | Incorrect charge, billing dispute, insurance claim error, unexpected fee |
| Service & Conduct | Rude or unprofessional staff, failure to return calls, inadequate equipment instruction |
| Equipment Setup | Improper assembly, missing instructions, inadequate patient training on use |
| Privacy & HIPAA | Unauthorized disclosure of PHI, inappropriate access to records, privacy breach |
| Medicare Rights | Denial of covered equipment, improper cost-sharing, supplier standard violations |
| Returns & Refunds | Return denied improperly, refund not processed, restocking fee dispute |
§ 03 — How to File a Complaint
(931) 444-3335
Mon–Fri 9:30 AM – 3:30 PM CT After-hours: (931) 997-3338
info@continentalmedical.net
Include your name, order number, and a description of the issue.
(931) 225-4944
Write "PATIENT COMPLAINT" at the top of your fax.
Continental Exquisites LLC
670 Horace Crow Drive, Suite E Clarksville, TN 37043 Attn: Complaint Resolution
§ 04 — Our Complaint Resolution Process
Compliant with 42 C.F.R. § 424.57(c)(13), (19), (20). Our Complaint Resolution Officer is Marianne S. Wambo Yamdjeu (Owner/Designee).
Receipt & Logging
Within 1 Business DayYour complaint is logged in our Complaint Register with your name, contact, claim number (if applicable), complaint summary, and date received.
Acknowledgment
Within 1 Business DayWe contact you by your preferred method to confirm receipt, provide a complaint reference number, and explain the next steps.
Investigation
Within 5 Business DaysOur Complaint Resolution Officer reviews all relevant records, contacts involved staff, and investigates the root cause.
Resolution & Response
Within 7 Business DaysWe contact you with our findings and any corrective action taken. If resolution takes longer, we notify you in writing with an estimated completion date.
Written Confirmation
Upon RequestWritten response includes: complaint summary, investigation findings, actions taken, and contact information for external escalation.
Record Retention
7-Year RetentionAll complaint records are maintained for a minimum of 7 years per HIPAA and Medicare requirements, and are available to CMS upon request.
§ 05 — External Escalation
If you are not satisfied with our resolution, you have the right to escalate to the following agencies:
§ 06 — Submit a Complaint Online
All submissions are acknowledged within 1 business day. For urgent concerns, call (931) 444-3335 directly.
Non-Retaliation Policy
Continental Exquisites LLC strictly prohibits retaliation against any patient, caregiver, or provider who files a complaint or grievance in good faith. Filing a complaint will not result in any change to the quality, quantity, or availability of your services.
If you experience retaliation, contact our Complaint Resolution Officer at (931) 444-3335 or the HHS Office for Civil Rights at 1-800-368-1019.