CLIENT GRIEVANCE POLICY

CLIENT GRIEVANCE POLICY

Includes Procedures for Review and Disposition for Client Grievances

It is the policy of The Ship Group Community Services that the Qualified Professional and/or Clinical Coordinator/Program Manager will ensure that the clients are adequately informed of their rights to express concerns about the services rendered. If the client becomes dissatisfied with services through The Ship Group Community Services , LLC.:

• First, we offer an informal resolution. Whenever possible, a client should attempt to resolve grievances informally with the person or persons causing or involved in the area of complaint and the Qualified Professional.

• If the grievance is not resolved through informal means, the client should submit a formal grievance statement on the form provided by The Ship Group Community Services to the Program Manager. Arrangements will be made for the client to discuss concerns/grievances with the Program Manager within 24-hours, or the next working day. The consumer will receive feedback within 2 business days.

• If the problem is still unresolved, the consumer should file a complaint with the quality assurance committee. The quality assurance committee will provide feedback to the consumer within 2 business days.

If the client is still dissatisfied, they should file a grievance with their Local Management Entity/MCO and/or contact the Governor’s Advocacy Council for Persons' with Disabilities.

*Note: North Carolina Governor's Advocacy Council for Persons with Disabilities was the Protection & Advocacy System for North Carolina until the Protection & Advocacy System was re-designated to Carolina Legal Assistance (CLA), effective July 1, 2007.

1314 Mail Service Center

Raleigh, North Carolina 27699-1314

United States

Telephone: 800-821-6922

TT: 888-268-5535

Fax: 919-733-9173

Web: http://www.gacpd.com/. 

Email: GACPD@ncmail.net.

COMPLAINT AND GRIEVANCE FORM

Your Name: ________________________________________________________

Your Address: ______________________________________________________

Your City, State, Zip Code: _________________________________________

Your Phone Number:_______________________________________________

Program/Employee Involved in Complaint:_______________________

Please state your complaint. Include names, dates, times, and location if applicable.

What would you like done about this?

Your signature: __________________________________________

Today’s Date:____________________________________________

MAINTAINING MINUTES OF THE GOVERNING BODY MEETINGS

The Chief Executive Officer will permanently maintain minutes of the governing body and shall make it available to any authorized person upon request. Governing Body Meeting Minutes are filed at the corporate attorney’s office.

EMERGENCY PLANS AND SUPPLIES

The Ship Group Community Services has established a written fire plan (see Emergency Preparedness Plan) for the agency offices that is to include:

• Persons assigned to specific tasks and responsibilities

• Information on methods of fire containment

• A system to notify the fire department and the occupants of the agency or agency

• Location of fire-fighting equipment, evacuation procedures and rules

• Plan availability to all staff

• Evacuation procedures and routes will be posted in the agency offices in case of a fire or disaster during business hours

• Maintenance of fresh batteries for flashlights for power outages during business hours in agency offices

The Ship Group Community Services Care does participate in fire drills. The Joint Commission requires a minimum of two drills annually. In the event of an actual fire, this occurrence does count as one of the required drills.

Each The Ship Group Community Services agency office and company vehicle shall have basic first aid supplies accessible for use. 

Documentation of all local emergency numbers will be posted on each phone and first aid kit.

An area-wide disaster plan shall be developed and shall be approved by the appropriate local management authority.