How will my complaint be handled?
Your complaint will be reviewed by the Program Services Coordinator, along with members of the Approval of Care team and Clinical Director, as needed. Once the complaint is reviewed internally, the Program Services Coordinator will be in contact with the complainant in order to obtain any further information and discuss how the complainant would like the issue to be resolved. Additionally, the Program Services Coordinator will contact the related treatment provider to obtain further information, any relevant policies & procedures, and work towards resolution of the complaint.
What actions will be taken?
Actions taken will vary case by case. This will depend on the nature of the complaint, the specific situation and how the complainant would like to resolve the complaint. Actions could include a review of the related agency’s policies and procedures, audit of the related agency’s client files or assisting with placing the complainant into treatment at another facility.