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Patient Grievance Procedure Your well being is important to us. If you have a complaint about any of the services we provide we would like to hear about it. We encourage you to let us know how we can improve our services to you. The staff has been requested to follow this procedure when a patient has a complaint: - When encountering a verbal complaint, the staff person is to get all the information as soon as possible and attempt to resolve the situation for the patient, by providing additional information, clarifying the facts, by listening and acknowledging the problem. - If the patient continues to be dissatisfied, the staff member receiving the complaint shall advise the patient of the grievance procedure, provide a complaint form and advise that the complaint be put in writing. - The written complaint shall be submitted in a confidential envelope to the RN/Clinic manager who will immediately notify the supervisor of the department the complaint addresses. The supervisor will investigate the complaint with the patient and staff furnishing additional information, clarifying facts, etc. In the event the supervisor is not available the staff member receiving the complaint shall obtain telephone number or other means of reaching the client for the supervisor. - If after review by the supervisor, the patient is still dissatisfied, the grievance shall be reviewed by the Chief Executive Officer (CEO). The CEO shall discuss and attempt to resolve the complaint with the patient within 5 days after receipt of complaint. - A copy may be retained in a confidential file in the CEO’s office. - If the grievance is not resolved, the CEO shall forward it to the Board of Directors who shall discuss and attempt to resolve the grievance. If the patient is still not satisfied, the Board of Directors shall take the grievance under advisement. - The CEO shall notify the patient in writing of the results and the disposition of the grievance within 10 days of the date of the board review. - If the grievance was based on insufficient or incorrect information, the patient will be informed of applicable policies and procedures. - If the grievance is found to be valid and substantiated, the clinic will attempt to rectify the situation and will take steps to preclude recurrence. - The findings of the complaint including any staff disciplinary action shall be held in a confidential folder in the CEO’s office and will only be available to staff as allowed by standard personnel policies and procedure. |
