Client Grievance Policy

Definitions

Grievance: A client grievance is a formal or informal written or verbal complaint that is made to the clinic by a client, or the client’s representative regarding the client’s care (when the complaint cannot be resolved by staff present). If a complaint cannot be resolved promptly by staff present or is referred to management, it is to be considered a grievance.

Resolved grievance: A grievance is considered resolved when the client is satisfied with action taken on their behalf. There may be situations where the clinic has taken appropriate and reasonable actions on the client's behalf to resolve the client's grievance, and the client or the client's representative remains unsatisfied with the clinic's actions. In these situations, the clinic may consider the grievance closed for the purposes of these requirements.

Policy Statement

It is the policy of EMERGE Family Therapy and Training Clinic to provide clients and families with appropriate channels for communication of dissatisfaction with clinic services. Clients or their representatives when applicable are encouraged, but not required, to utilize the EMERGE complaint or grievance process before registering a complaint with an outside agency. Registering a complaint or grievance does not compromise a client’s care.

EMERGE Family Therapy Center and Teaching Clinic’s Client Grievance Procedure

1. Upon intake, the client is provided with information detailing their rights, including their right to register a complaint or grievance, and the mechanism to do so. Clients are informed that administrative staff are available to answer their questions, discuss any dissatisfaction with their care, and/ or to file a formal grievance..

2. Grievance Procedure

2.1. Notify your supervisor and EMERGE’s Executive Director of the complaint or grievance.

2.2. A written response is required for the initial acknowledgement of the grievance (which may or may not include the resolution) within the timeframe of 7 to 10 days. If the grievance is not resolved, the investigation is not complete, or if the corrective action is still being evaluated, the clinic’s response should address that the clinic is still working to resolve the complaint and that the clinic will follow-up with another written response within 30 days. If the complaint is still not resolved within 30 days, the clinic will follow-up with another written response.

2.3. The written response:

2.3.1. Is in a language the client understands

2.3.2. Includes the name of the clinic contact person

2.3.3. Notes the steps taken on behalf of the client to investigate the grievance

2.3.4. Provides the results of the grievance process

2.3.5. Notes the date of completion (usually the date of the letter)

2.4. Document the grievance resolution in the database including actions taken, client updates, and a copy of the acknowledgment and/or resolution letter.

2.4.1. The clinic is not required to include statements that could be used in a legal action against the clinic but provides adequate information to include the items listed above. Consult Risk Management for assistance in situations with potential risk issues.

2.4.2. The clinic may use additional grievance resolution tools (meeting with client, etc.) but the clinic must, at a minimum, provide a written acknowledgement and/or resolution response to each grievance.

3. A complaint may be, but not limited to, the following:

3.1. Relatively minor requests (scheduling concerns or billing concerns)

4. A grievance may be, but not limited to, the following:

4.1. Verbal or written complaint to the clinic by the client regarding:

4.1.1. Client care

4.1.2. Abuse, neglect, or client harm

4.2. Complaints postponed for later resolution

4.3. Emails and faxed complaints

4.4. Client request for complaint to be handled as a grievance or request for a response

5. EMERGE Grievance Committee:

5.1. The EMERGE Grievance Committee will comprise the Executive Director, the Director of Operations, the EMERGE Board Secretary, and the Supervisor. Any External Supervisor members will be included as appropriate.

5.2. On occasion, the client may disagree with the final grievance resolution. When this occurs, the documentation is reviewed to identify the steps to investigate the grievance. The Grievance Committee reviews the steps taken to investigate the grievance and the resolution response provided. The Grievance Committee determines if any further action is needed. After a decision is rendered, the Grievance Committee notifies the client of the final decision of the Grievance Committee. This communication is documented in the client file and the clinician’s file.

5.3. If the concern was validated during the investigation, a matter of record will be indicated on the clinician’s record and reported as appropriate to any state or local government entity.