Complaint Reporting and Resolution Process

Complaint Reporting and Resolution Process


This policy applies to clients, families and staff of Diamond Recovery. It ensures clients are aware of how to, and are encouraged to file formal complaints and/or grievances.

Policy Values

  • Integrity
  • Accountability
  • Autonomy
  • Privacy

Policy Purpose

This policy is to ensure clients of Diamond Recovery have an avenue to file complaints and/or grievances.

Policy Rules

  • It is the policy of Diamond Recovery that clients are encouraged to state complaints and/or grievances if they believe their rights have been violated, and to pursue a resolution to their concerns in a structured format that provides fair and equitable results through due process.
  • Grievances and or complaints will be filed through Accreditation Now. A designated tablet will still be accessible to clients at all times with easily understood instructions on how to file a grievance.

Resolution Process

  • Persons served will be fully informed of the grievance procedures during their orientation to services. In addition, they will receive printed materials that will provide an overview of this process for later reference.
  • Day-to-day issues affecting clients shall be resolved informally between the person served and their case manager or clinician. If the problem or complaint is not resolved to the satisfaction of the client they will be encouraged to file a formal complaint/ grievance.
  • Persons served have the right to due process with regard to complaints/grievances, and the organization will afford every reasonable opportunity for informal and/or formal resolution of the grievance.
  • Persons who may bring grievances include, but are not limited to:
    • Clients
    • Families members of clients
    • The attorney, designated representative, or a representative of a rights protection or advocacy agency of the client.
  • A grievance made by any person will not lead to disciplinary action or reprisal, including reprisal in the form of denial or termination of services, loss of privileges, or loss of services as a result of filing a grievance.
  • Notices summarizing a person’s right to due process in regard to grievances, including the process in which grievances may be filed shall be available within each facility and program area.
  • Each client will be informed of his/her right to grieve and the right to be assisted throughout the grievance process by a representative of his/her choice in an understandable manner.
  • During a formal grievance procedure, the person served will have the right to the following:
    • Assistance by a representative of his/her choice.
    • Review of any information obtained in processing the grievance, except that which would violate the confidentiality of another person served.
    • Receipt of complete findings and recommendations, except those that would violate the confidentiality of another person served.
    • In all grievances, the burden of proof shall be on the organization, facility, or program to show compliance or remedial action to comply with the policies and procedures established to ensure the rights of persons served.
  • All findings of a formal grievance procedure shall include:
    • Finding of act.
    • Determination regarding the adherence of the organization, program, or employee, or the failure to adhere, to specific policies or procedures designed to ensure the rights of persons served.
    • Any specific remedial steps necessary to ensure compliance with organizational policies and procedures.
  • The steps of a formal grievance are as follows:
    • Formal grievances shall be filed first in Accreditation Now.
    • The Executive Director will review the grievance and will review it with the person who filed the grievance if necessary to gather more information.
    • Actions to resolve the grievance will be made within seven business days from filing.
    • The organization will issue a formal written response to the grievant, and/or the designated representatives within 7 business days.
  • The steps to appeal a written response to a grievance:
    • If the grievant is unsatisfied with the findings of the written response to a grievance, he or she may appeal the decision to the Executive Director within seven business days.
    • The Executive Director will issue a formal written response to the grievant, and/or the designated representatives, within seven working days, excluding weekends or holidays, of the cappeal.
    • If the grievant is unsatisfied with the findings of the written response, he/she will be referred to a third party outside of the organization. Third parties may include professional licensing boards, or other appropriate organizations that may serve as an advocate for the person served.
    • All staff members of Diamond Recovery will be trained in the implementation of this policy and procedures during orientation, and will receive ongoing training of the procedures to ensure the process is applied in a comprehensive manner if a grievance is filed.
    • Grievances regarding the actions of specific staff members will be handled in accordance with personnel rules and contract provisions. No disciplinary action may be taken, nor facts found with regard to any alleged employee misconduct, except in accordance with applicable personnel rules and labor contract provisions.
    • A Grievance Log will be maintained by the organization detailing the nature of the complaint, relevant information obtained in the investigation, and the outcome of the process. All information contained will maintain the confidentiality of the participants in the process. This record will be reviewed annually by the Leadership team to determine if there are trends in the complaints, and to identify areas to initiate performance improvement activities.
    • All grievances will be analyzed and receive planning for quality improvement quarterly.
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