Clients, family members, and/or legal guardians are encouraged to approach their counselor, staff or a director to resolve as quickly as possible.
Should the grievance remain unresolved, the client/family members are provided with a Grievance form to complete and submit. The written grievance is forwarded to the Clinical Supervision Team. The Clinical Supervision Team then has 24 hours to respond to the grievance.
The Clinical Supervision Team will meet with the client/family member. This applies to active clients as well as discharged clients. All attempts to contact client/family member will be documented. If the client/family member is unavailable to meet in person, the director will provide a written response to the grievance and forward by secure email or certified mail with return receipt requested. A copy of the response is forwarded to the Chief Executive Officer (CEO) for recording and tracking.
The client/family member has three working (3) days from the meeting or receipt of mailed response to review and respond. If the client/family member does not respond to the grievance within three (3) working days, the grievance is considered resolved.
Should the grievance remain unresolved to the client/family member’s satisfaction, the grievance will be sent to the CEO. The CEO has 24 hours to respond to the grievance.
The CEO has final determination on all client grievances.
The appellant will receive a written notification of any decisions.
The CEO will receive copies of all grievances, responses and documentation of process.
The Risk Management Department will log and track all filed grievances until resolved or concluded.
Data on grievance process, outcome and trends will be utilized and analyzed to provide forecasting and trending. The analysis will allow identification of opportunities for improvement.