Complaints & Grievance Process

Effective Date: March 31, 2026

1. Our Commitment

InnoCre is committed to providing high-quality telehealth care. We welcome feedback and take all complaints seriously. Every concern is reviewed and addressed in a timely, fair, and confidential manner.

2. How to File a Complaint

You may file a complaint by:

• Email: atulsv@innocre.org (subject line: "Patient Complaint")
• Phone: (844) 836-2669
• Mail: InnoCre, 14205 SE 36th St, Suite 100, Bellevue, WA 98006

Include your name, date of service, description of the concern, and your preferred method of contact for follow-up.

3. What Happens After You File

• Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.
• Investigation: A designated staff member will review the complaint and gather relevant information.
• Resolution: We aim to resolve all complaints within 14 business days. If additional time is needed, we will notify you of the expected timeline.
• Follow-up: You will receive a written response summarizing our findings and any corrective actions taken.

4. Confidentiality

All complaints are handled confidentially. Filing a complaint will not affect your access to care or the quality of services you receive.

5. External Reporting

If you are not satisfied with our resolution, you may file a complaint with:

• Maryland: Maryland Office of Health Care Quality — (410) 402-8000 — dhmh.maryland.gov
• Washington: Washington State Department of Health — (360) 236-4700 — doh.wa.gov
• Delaware: Delaware Division of Professional Regulation — (302) 744-4500 — dpr.delaware.gov

You may also file a HIPAA complaint with the U.S. Department of Health and Human Services Office for Civil Rights at hhs.gov/ocr/complaints.

6. Contact Information

If you have questions about this complaints process or need assistance filing a complaint, please contact us: