Patient & Family Grievances
Your Feedback Matters
At Lumen, we want patients and families to feel comfortable sharing concerns about their experience with our programs and services. Feedback helps us recognize what is working, identify areas that need attention, and continue improving the care we provide.
Whenever possible, we encourage patients and families to begin by discussing concerns directly with their treatment team. Many concerns can be addressed quickly through open communication and collaboration.
We also understand that there may be times when you would prefer to raise a concern outside of the treatment team. Lumen maintains a formal grievance process so that patients, parents, and guardians have a clear way to voice concerns and have them appropriately reviewed.
Making a Formal Grievance
Patients and their parents or guardians may submit a formal grievance regarding any aspect of their experience at Lumen. Concerns will be taken seriously and reviewed in a fair and timely manner.
Submitting a grievance will not result in retaliation, intimidation, discrimination, or interference with a patient’s care.
A grievance may relate to concerns including:
Quality of care or services provided
Interactions with staff, providers, or other patients
Patient rights, privacy, or confidentiality
Safety within the program or facility
Billing or administrative concerns
Treatment planning or discharge decisions
Any other concern regarding a patient’s experience at Lumen
How the Grievance Process Works
Step 1
Share Your Concern
You may submit a grievance using the form below or speak directly with a Lumen staff member. When possible, please provide enough information for us to understand and review your concern, such as what occurred, when it occurred, and the individuals involved.
You may choose to provide your contact information if you would like Lumen to follow up with you directly.
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Step 2
Review
Once a grievance is received, the appropriate member of our team will review the concern and determine whether any additional information is needed.
Step 3
Follow-Up and Resolution
Lumen will review the circumstances surrounding the grievance, gather relevant information, and determine appropriate next steps. When contact information has been provided, we will communicate with you regarding the outcome of the review and any actions that can appropriately be shared.
Our goal is to address concerns thoughtfully, fairly, and with respect for everyone involved.
Submit a Grievance
Prefer to Speak With Someone Directly?
We’re happy to talk with you. You can contact Lumen’s Owner and Clinical Director, Clare Rolquin, at (910) 556-4254 or by email at clare@lumencenterforwellness.com. Your questions and concerns are always welcome.
Your Privacy Matters
Information shared as part of a grievance will be handled with care and respect for your privacy. Information will only be shared with individuals who need it to appropriately review, investigate, or respond to the concern, or as otherwise required by law.
Lumen handles grievance-related information in accordance with applicable privacy and confidentiality requirements, including HIPAA. We are committed to protecting your privacy throughout the grievance process.