Grievance policy

MEMBER GRIEVANCE/COMPLAINT HANDOUT

All members, as well as applicants for service, have the right to make a complaint regarding any aspect of their service. Our grievance policy is designed to reflect a fair and equitable process for acting upon   any complaint that comes to our attention/ the terms complaint and grievance are synonymous/

Complaints can be made either verbally or in writing. Every complaint is taken seriously, handled respectfully, and seen as an opportunity to improve our service. There are no negative consequences to the member for filling a complaint. Whenever possible we will make our written decisions regarding member’s complaint available in member’s native language. Members are entitled to a response from staff with an identified time frame:

• Whenever possible, verbal complaints are resolved informally.
• All complaints made in writing receive a written response within seven (7) days.
• All emergency complaints are addressed immediately.

How to file a complaint:

1. Please address any complaint about your situation to your RN or CM. They will provide you with an opportunity for full discussion of the complaint with you, and then attempt to resolve the matter.
2. If you are concerned or uncomfortable with this approach, or feel the matter has not been adequately resolved, you can address your complaint to the Program Director. The Program Director will review the situation and respond to you within seven (7) working days after receipt of the complaint.

Appeal Process:  If member is not satisfied with the response of the RN/CM or Program Director, the member may then submit a written appeal to the Board of Directors. The Board of Directors will take such actions as deemed necessary to decide and respond in writing to the member within fourteen (14) working days after receipt of the written appeal. The decision of the Governing Body shall be final and not subject to further appeal.

On an annual basis, the Governing Body will review all company complaints to improve our services.