You may raise a concern without retaliation.
Icare wants patients to know how to ask a question, report a problem, or submit a grievance — by phone, fax, mail, or in person — through a clear and respectful process that never affects access to care.
Concerns are information the practice wants.
Healthcare works best when communication travels in both directions. Concerns are as valuable as compliments: they show the team where something felt confusing, disrespectful, or simply did not go the way it should have. Icare treats a question, a complaint, and a formal grievance as parts of the same conversation — different degrees of the same right to be heard.
You don’t need special language, a completed form, or a tidy summary to begin. Describing what happened, in your own words, is enough. And if you aren’t sure whether something “counts” as a grievance, raise it anyway — sorting that out is Icare’s job, not yours.
Four ways to raise a concern.
There is no online submission form, and that is deliberate: a public website form is not an appropriate place for sensitive clinical details. Every channel below leads to a person.
By phone
Call 702-988-3177, or toll-free 833-318-3880, and say you’d like to ask a question, report a problem, or request the grievance process.
By fax
Send a written summary of your concern to 702-843-0810. Include the best way to reach you.
By mail
Write to Icare at 2470 E Flamingo Road, Suite B, Las Vegas, NV 89121. A dated letter in your own words is all that is needed.
In person
Tell any team member during a visit that you would like to raise a concern. They can connect you with the appropriate person, privately.
What happens once a concern is raised.
The process is intentionally simple from your side. Whichever channel carries your concern, it follows the same internal path once it reaches Icare.
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You share the concern by phone, fax, mail, or in person — in your own words, with as much detail as you are comfortable providing.
- 02
The concern is routed internally according to Icare policy, so the right part of the practice can look at it.
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It is reviewed under that policy, with practice leadership involved when the issue calls for it, and Icare may follow up with you if more information would help.
- 04
Icare explains the next step and preserves applicable external health-plan or regulatory complaint rights.
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Your care continues as planned throughout. Raising a concern never changes your access to appropriate care.
Voicing a concern should not put access to appropriate care at risk.
Non-retaliation is not a courtesy — it is part of your patient rights, alongside respectful care, privacy, and participation in treatment decisions. Raising a concern in good faith is never held against you.
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Raising a concern in good faith does not affect access to appropriate care
- 02
Concerns are heard respectfully and taken seriously, whatever channel they arrive through
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Privacy and confidentiality protections continue to apply while a concern is reviewed
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You may keep asking questions about your care — before, during, and after raising a concern
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Raising a concern with Icare preserves applicable external health-plan or regulatory complaint rights
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The language and accessibility assistance that supports visits can support this process too
Practical questions about the process.
What counts as a concern or grievance?+
Anything about your experience with the practice — care, communication, respect, privacy, the office environment, or a billing question. You don’t need to decide which category it belongs in; describe what happened, and it is routed according to Icare policy.
Will raising a concern affect my care?+
No. Concerns raised in good faith are never held against you, and access to appropriate care does not change while a concern is being reviewed. Non-retaliation is part of your patient rights.
Is there an online form for grievances?+
No. The website does not offer online submission, because a public web form is not an appropriate place for sensitive clinical details. Concerns are raised by phone, fax, mail, or in person so they reach a person directly.
Can someone help me raise a concern?+
Yes. You can bring a support person, and language and accessibility assistance can support this process just as it supports visits. If calling or writing is difficult, tell a team member in person and they can help.
Does raising a concern with Icare limit my other complaint options?+
No. Applicable external health-plan and regulatory complaint rights are preserved. Raising a concern directly with Icare and using an external process are not mutually exclusive.