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CENTRAL OHIO MENTAL HEALTH CENTER
Administrative Procedure
Subject: Client Grievance Resolution
Section: 05.06.02.01
Effective Date: 10/28/2010
Approved by: ______________________________
Mark Travis, Executive Director
PURPOSE: This procedure is establishes the identity of the designated Clients Rights Officer
and provide direction in the resolution process of client grievances.
PROCEDURE:
I. Client Rights Officer Designation: The Executive Director designates the following
individual(s) as the Clients Rights Officer for Central Ohio Mental Health Center.
Clients Rights Officer (CRO) Compliance Director
Phone Number: 740-368-7843
Location: 824 Bowtown Road
Delaware, OH 43015
Availability: Monday – Friday,
9:00 a.m. – 5:00 p.m.
II. Client Grievance Resolution Process:
A. In order to facilitate client recovery and in seeking to expeditiously resolve
differences, COMHC encourages clients, family members, and/or parents/legal
guardians to discuss concerns directly with the staff person with whom s/he is in
disagreement or whom s/he believes violated his/her rights.
B. Should resolution not occur at this level, the staff member’s supervisor will
intervene and provide assistance is achieving a resolution.
C. If the issue cannot be resolved satisfactorily at this level, the client, family
member, and/or parent or legal guardian may initiate a grievance and request a
copy of the Center’s Client Grievance form from any workforce member at any
time during the resolution process. All grievances shall be put in writing and
submitted to the CRO who is responsible for advocating on client’s behalf.
D. If the client, family member or parent/legal guardian feels uncomfortable
discussing the matter further or the client, family member, or parent/legal
guardian fears retaliation, s/he may request assistance from a CRO with filing a
grievance.
E. All grievances must be signed and dated by the client or person completing the
grievance form. The Client Grievance and Resolution Form (Attachment A) and
will contain the following information:
1) Date, time, and location of the incident/complaint
2) Names of the persons involved in the incident
3) Brief description or nature of the grievance
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4) Grievers statement of desired resolution
F. The CRO will gather and review information related to the grievance and initiate
actions to achieve resolution of the grievance within 21 days from the date
receipt of the grievance. Resolution steps may include, but are not limited to,
meeting with all parties involved, conflict resolution/mediation, re-instatement of
services, an explanation of discontinuation of services, and procedural change.
The griever and/or his/her representative will be provided with written
documentation and explanation of the grievance and resolution and be given the
opportunity to identify his/her level of satisfaction with the resolution.
G. If the griever is not satisfied with the CRO’s resolution, the CRO will assist the
client and/or his/her representative with appealing the resolution to the Center’s
Executive Director.
H. The Executive Director or designee will review the grievance and actions taken to
resolve the issue. When necessary, the Executive Director may meet with the
griever. The CRO, if requested, will serve as the griever’s advocate at the
meeting. The Executive Director will gather any additional information and
formulate a resolution within 14 days from the receipt of the appeal. The griever
or his/her representative will be provided with written documentation and
explanation of the grievance and resolution and be given the opportunity to
identify his/her level of satisfaction with the resolution.
I. Outside Appeal and/or Mediation: Should resolution not be attained at this level,
the griever will be referred to an outside entity and/or offered mediation
(Resources are included as Attachment B). The agency CRO will assist the
griever with referrals and contacting an outside entity, and provide all relevant
information about the grievance to the organization with which the griever has
initiated a complaint upon written request of the griever.
III. The client may, at any time in the grievance resolution process, initiate a complaint with
any or all of several outside entities (Attachment B). All relevant information about the
grievance will be provided to one or more of the organizations with which the griever has
initiated a complaint, upon written request of the griever.
IV. Filing a complaint or grievance will not result in barriers to services.
V. The rights and responsibilities of both the griever and the agency shall be specified and
respected.
VI. The CRO will maintain a copy of all written grievances and their resolution for a period of
3 years. Grievances, appeals, and client reports of satisfaction with the resolution
process shall be reviewed quarterly to determine trends, identify areas for quality and
performance improvement, and action to be taken to improve services provided.
VII. A review of grievances / formal complaints shall be reviewed annually to determine
trends, areas needing performance improvement, and actions to be taken.
VIII. All Center staff will be provided with annual training regarding the client grievance
resolution process and will provide a client, family member, or parent/legal guardian with
a copy of a grievance form upon request.
Reviewed: 10/16/2009, 10/01/2007
Revision: 10/16/2009, 09/23/2007
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Approved: 10/16/2009, 06/24/2005
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