If at any time while you are participating in treatment with our agency and a situation arises that infringes upon your rights as identified in the Client Rights or is inconsistent with the mission statement of our agency, you as a client or the legal representative of a client may file a client grievance.
1. The client should first notify the Program Manager or location supervisor of your issue/problem. The Manager/Supervisor shall complete a written report of your grievance at that time.
2. The Manager/Supervisor will be allowed two working days to resolve the issue and notify you of their intent. The corrective plan of action shall be identified in writing on the grievance report.
3. If the issue is resolved to your satisfaction, the grievance shall be considered closed and the report shall be forwarded to the Quality Assurance Supervisor.
4. If the actions taken fail to address the issue to your satisfaction, the grievance report will then be forwarded to the Chief Executive Officer (CEO), Mark Hamm (606 451-9379) by the end of the workday.
The Manager/Supervisor shall make available the resources for you to personally contact the state Ombudsman.
5. Upon receiving the Grievance Report, the CEO will have three business days to initiate contact with the client regarding their grievance. This contact will be to clarify any questions regarding the grievance issue, determine its validity, and develop a plan of action.
6. The CEO will have a maximum of thirty (30) calendar days from the date grievance was reported to complete the investigation and submit a written report of the findings and recommendations.
7. A summary report of all client grievances will be submitted to the ownership board of Phoenix Preferred Care on a quarterly basis.
8. If as a client, or a legal representative of a client, you feel that following the above procedure might compromise your position as a client you may bypass items 1-3 and file your grievance directly with the CEO at (606) 451-9379.
9. If the Phoenix Preferred Care Grievance Procedure is unacceptable to you, or if it fails to address the issue to your satisfaction you may contact the state Ombudsman’s office at 1-800-372-2973 for further assistance.
10. All client grievances filed shall be treated with the utmost confidence and will not directly identify clients by name without their permission or as may be required by law.