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Policy It is the policy of Mid-Ohio Psychological Services, Inc. that clients or others who voice concerns, complaints, or grievances have the right, within a responsible period of time, to file a grievance to be heard by impartial agency staff members. Grievers shall be provided with assistance in every phase of the grievance process including the filing, investigations and presentation of the grievance. The agency will provide written response to a grievance within twenty working days from the date a grievance is filed. If additional time is needed due to extenuating circumstances, the client will be given written notification. Grievers may also contact outside entities, in which case the agency will provide pertinent information to that entity regarding that incident or situation. Information will be provided to outside entities at the client's request but only after written permission is given by the client in the form of a signed Release of Information form. This grievance policy will be posted in every building operated by the agency. The Client Rights Officer shall be readily
accessible to those with grievances and shall assist them throughout the
grievance process as needed. Additionally,
the Client Rights Officer will maintain regular hours of availability to meet
with potential grievers and provide training and orientation to staff regarding
the grievance process.
Procedures The following procedure will be observed when a
grievance is to be filed with Mid-Ohio Psychological Services, Inc. 1.
When a person expresses a concern, complaint, or grievance regarding past
and/or present services Mid-Ohio Psychological Services, Inc., he/she will be
advised by any agency staff member of the right to file a grievance and given
the name and hours of availability of the agency's Client Rights Officer.
The Client Rights Officer is the Administrative Coordinator, Shawna
Watts-Shumaker.
An alternative agency representative, Alice Grant, will be contacted if
the Client Rights Officer is the subject of the grievance or is unavailable.
All efforts will be made for the grievant to meet with the Client Rights
Officer immediately. The Client Rights Officer will generally be available from
10:00 to 5:00 p.m., Monday through Friday at Mid-Ohio Psychological Services,
Inc. (624 East Main Street, Lancaster, Ohio); however, it is suggested that the
client phone (687-0024) for an appointment to assure availability on a given
day. 2.
The Client Rights Officer will explain the grievance procedure from
filing to finishing resolution and discuss the person's concerns. 3.
Should the person decide to file a grievance, the Client Rights Officer
will assist the client or person authorized by the client in completing a
Client
Grievance form if needed. All
written grievances must be dated and signed by the client or the individual
filing on the clients behalf and must include the
date, time, description and names of individuals involved in the
incident/situation being grieved. 4. At anytime a client or representative can file a grievance with any outside organizations. A list of names and addresses for these entities will be provided by the Client Rights Officer. 5.
Upon receiving a
Client Grievance form, the relevant information
will be logged in a
Grievance Log by the Client Rights Officer.
The Client Rights Officer will investigate the complaint, gather facts,
and speak with all parties involved within three working days. a. The written acknowledgement of receipt of the grievance shall contain: i. Date grievance was received ii. Summary of grievance iii. Overview of the grievance investigation process iv. Timetable for completion of investigation and notification of resolution. v. Treatment provider contact name, address, and telephone number. 6.
The Client Grievance will be forwarded to the Mid-Ohio Psychological
Service, Inc. Executive Director
for review. The client or an
authorized representative has the right to make a personal presentation
regarding his/her complaint. Mid-Ohio
Psychological Services, Inc. will
provide an agency representative for the griever at the agency hearing on the
grievance if desired and requested by the griever. 7.
The Executive Director will prepare and submit a written response to the
grievance within five working days of the filing of the grievance.
A written statement of resolution will be given to the client or
grievant. 8.
If the griever is not satisfied with the Executive Director's response,
he/she may submit the written grievance to the Chairperson of the agency's
Board. The Chairperson will provide
a written response within fifteen working days. 9.
If the griever still feels the grievance has not been resolved, she/he
will be advised and referred to outside entities.
A listing of names and addresses for these entities will be provided and
the Client Rights Officer may assist the griever in contacting any resource upon
request. A client or authorized representative has the right
to file a grievance with any of these agencies, or any other agency as the
client deems appropriate: 1. Fairfield County Mental Health & Recovery Services Board 1560 Sheridan Drive Lancaster, Ohio 43130 (740) 654-0829 Fax (740) 654-7621 2. Ohio Department of Mental Health Client Advocacy Coordinator 30 East Board Street, 8th Floor Columbus, Ohio 43266-0414 (614) 466-2333 Fax (614) 466-1571 3. State of Ohio Psychology Board 77 South High Street, Suite 1830 Columbus, Ohio 43215-6108 (614) 466-8808 Fax (614) 728-7081 4. Ohio Legal Rights Service 8 East Long Street, 5th Floor Columbus, Ohio 43266-0523 1-800-282-9181 or (614) 466-7264 5. State of Ohio Counselor and Social Worker and Marriage and Family Therapist Board 50 West Broad Street, Suite 1425 Columbus, Ohio 43215-5919 (614) 728-7791 Fax (614) 728-7790 6. Lisa Simeone, Regional Manager Office for Civil Rights U.S. Department of Health & Human Services 233 N. Michigan Ave., Suite 240 Chicago, Illinois 60601 (312) 886-2359 Fax (312) 886-1807 TDD (312) 353-5693 7. Ohio Medical Board 77 South High Street, 17th Floor Columbus, Ohio 43266-0315 (800) 554-7717 or (614) 466-3934 8. Attorney General’s Office Health Care Fraud Unit 101 E. Town Street, 5th Floor Columbus, Ohio 43215 (614) 466-0722 Fax (614) 644-9973 9. Nursing Education & Nurse Registration Board 77 South High Street, 17th Floor Columbus, Ohio 43266-0316 (614) 466-3947 10. Vocational Rehabilitation Client Assistance Program 30 East Broad Street, Suite 1201 Columbus, Ohio 1 800-228-5405 Fax (614) 752-4197 Upon request and obtaining a signed release of
information form, Mid-Ohio Psychological Services, Inc.
will provide all relevant information about the grievance to one or more
of the organizations listed above if the griever has initiated a complaint. A client has the right to represent him/herself in
the grievance procedure or to designate a representative to be involved in the
process. If a representative for
the client is to be involved, a release of information form will need to be
signed by the client giving the agency permission to discuss relevant concerns
with this party. A copy of this grievance procedure will be posted in
each building operated by Mid-Ohio Psychological Service, Inc.
The name of and hours of availability for the Client Rights Officer will
be posted with the grievance procedure in each agency building.
Upon request, a copy of the grievance procedure will be given to clients
or applicant. Provisions will be made for grievers to have prompt
access to the Client Rights Officer. All
efforts will be made to relieve the Clients Rights Officer or Alternate of
current duties in order to facilitate prompt attention to the griever and
grievance procedure. Staff members
will be informed of their responsibility to notify potential grievers of the
right to file a grievance, and the name and hours of availability of the Client
Rights Officer. The Client Rights
Officer will have the responsibility of ensuring that Mid-Ohio Psychological
Service Inc. remains in compliance with the grievance procedure. The Client Rights Officer will keep a written record
of all grievances received, this record will include a copy of the grievance,
documentation reflecting process used and resolution/remedy of the grievance.
In addition, if applicable documentation of extenuating circumstances for
extending the time period for resolving the grievance beyond twenty one calendar
days. This
record will be kept in a
Complaint Log.
Any staff member receiving and/or addressing a complaint will provide the
necessary documentation requested on the log and when appropriate, refer the
person to a more appropriate resource. The
Complaint Log will be kept in a locked filing cabinet accessible to all
agency staff. Periodically, the
Client Rights Officer will review the
Complaint Log for informational
purposes that may be used in enhancing agency services. All grievances
will be kept on file for a minimum of two years for that date of resolution.
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