Purpose: To establish a method for patient, client, and participant grievances.
Scope: This procedure applies to all patients, clients, and participants of Florida Counseling and Evaluation Services.
Policy: (A) New patients, clients, and participants are alerted of the presence of this FLCES grievance procedures in the intake paperwork, which is completed before meeting with a clinician. Patients are also alerted of their right to grievance in the patient bill of rights, which is displayed in the waiting room of each FLCES location. (B) The CEO will appoint a Client Rights Officer (CRO) and the CRO or other staff may assist individuals completing the Grievance Form. It is the responsibility of all staff members to know the grievance process, inform the individual of the correct procedures to file a grievance and the time periods involved. (C) The grievance form should be submitted to an administrative staff member. Upon receipt, the staff member will request the client, patient, or participant to wait in the lobby while the CRO is contacted. The CRO will either meet with the client immediately or schedule a meeting at a later time with the client. In the event the CRO is absent from the office, an alternate will be appointed by the CEO. (D) Consumers and family members may have advocates present during all steps of a grievance who may or may not be staff members of FLCES. (E) If the grievance is predominantly of an administrative nature, the grievant should report/file the grievance through the relevant administrative channels. Grievance procedures should be followed in a hierarchical manner; that is, should a grievance resolution remain unfruitful at one level, the grievance should be escalated to the next level in the resolution chain. The following is the hierarchy of grievance:
Clinical Grievance Procedures:
1. 2.If the clinician and the client/participant/patient cannot come to a mutually acceptable resolution, the grievance will be elevated to the CRO. The CRO will attempt to resolve the grievance. 3.Should the CRO and the grievant be unsuccessful in negotiating a resolution, the grievance will be escalated to the CEO or his/her appointed management representative. 4.If no mutually acceptable resolution can be reached, the CEO will consult additional (and if relevant, outside) consultation in an effort to finalize the grievance. 5.Unresolved grievances can be brought to the attention of the Florida Department of Health for additional guidance.
Client/Patient/Participant who has a grievance should attempt to resolve the problem with his or her clinician.
Administrative Grievance Procedures:
Client/Patient/Participant who has a grievance should attempt to resolve the problem with administrative staff member involved.