Client Rights Grievance Procedure

AGENCY PROCEDURE -05 - 01 - 01 CLIENT RIGHTS GRIEVANCE PROCEDURE

Effective Date: September 13, 2004

Review Date: September 2004

Approved By: Executive Director

Any client who has a complaint about Center services, staff or facilities is first encouraged to discuss the grievance with his/her case manager or therapist in an attempt to informally resolve the matter. However, any client who believes his/her rights have been violated is encouraged to follow the steps outlined below.

1. The client should contact the Director of the Clinic or Program where they are being served order to discuss and attempt to resolve the alleged violation. This initial contact can be writing, by phone or in person and the Director is expected to schedule a meeting as soon possible to discuss the complaint. The client should be prepared to state how his/her rights have been violated, by whom and when the violation occurred. The client may present the grievance in writing but if unable to do so, the Director will put the complaint in writing for the client. Any assistance required by the client in filing the grievance shall be provided and the agency will investigate the grievance on behalf of the client and provide representation for the client at the grievance meeting if desired. The Clinic and Program Directors listed shall be responsible to provide any assistance required. The Director will attempt to resolve the complaint and/or assure the violation is corrected. If the grievance is resolved, all documentation shall be forward to the Administrative Assistant to the Executive Director. If the grievance is unresolved, documentation shall be forwarded to the Associate Director of Clinical Services or the Associate Director of Intensive Services.

2. If the grievance cannot be resolved by the local Clinic or Program Director, the client has the right to request a meeting with the Associate Director of Clinical Services or the Associate Director of Intensive Services, who can be contacted at Scioto Paint Valley Mental Health Center, 4449 State Route 159, P.O. Box 6179, Chillicothe, Ohio 45601-6179 (740/775-1260). The Associate Director of Clinical Services or the Associate Director of Intensive Services will schedule a meeting to attempt to resolve the complaint as soon as possible. If the grievance is resolved, all documentation shall be forwarded to the Administrative Assistant to the Executive Director. If the grievance is unresolved, all documentation shall be forwarded to the Executive Director.

3. If the grievance remains unresolved, the client may appeal to the Executive Director who can be contacted at Scioto Paint Valley Mental Health Center, 4449 State Route 159, P.O. Box 6179, Chillicothe, Ohio 45601-6179 (740/775-1260). The Executive Director will schedule a meeting with the client to resolve the grievance as soon as possible but no later than twenty (20) working days from the date the complaint was made. If the grievance is resolved, all documentation shall be forwarded to the Administrative Assistant to the Executive Director. If the grievance is unresolved, all documentation shall be forwarded a committee of the Board of Trustees.

4. If the grievance is not resolved at this level the client may request a meeting with a committee of the Board of Trustees through the Executive Director. A meeting with the committee of the Board will occur at the next regularly scheduled meeting or one called for the specific purpose of hearing the grievance provided it is sooner than the regular meeting. All Board decisions are considered final. All documents shall be forwarded to the Administrative Assistant to the Executive Director.

5. Minutes of each meeting between the client and staff or Board committee will be kept with both the client and the Center receiving a copy of the meeting minutes.

6. A client or griever may specify any person to receive information about the grievance or to represent him/her in the grievance by written request.

7. All grievances are to be referred directly to the Executive Director when requested by the client if a good faith effort to involve the client in the above process has failed.

8. All clients have the option to initiate a complaint with the Paint Valley Alcohol, Drug Addiction and Mental Health Services (ADAMH) Board, 394 Chestnut Street, Chillicothe, Ohio 45601 (740/773-2283); The Ohio Department of Mental Health, State Office Tower, Suite 1180, 3 East Broad Street, Columbus, Ohio 43215 (614/466-2596); The Ohio Department of Alcohol and Drug Addiction Services, Two Nationwide Plaza, 12th Floor, 280 North High Street, Columbus, Ohio 43215-2537 (614/466-3445); The Ohio Legal Rights Service, East Long Street, Columbus, Ohio 43215 (1/800/282-9181); The U.S. Department of Health and Human Services, 606 Central Center, Chillicothe, Ohio 45601 (740/774-5500); or any appropriate professional licensing or regulatory association. Any of the above organizations can receive information about the grievance upon request when a client has initiated a complaint provided the client has signed an Authorization To Release Information with the Center for the organization requesting the information.

9. The Grievance Procedure should be posted in a conspicuous place and should be provided to anyone upon request. All staff shall be responsible for attempting to resolve any and all complaints by clients and to assist clients in the resolution of any complaints with special diligence and attention to those complaints involving a violation of client rights. If the Clinic or Program Director is unavailable or is the subject of the complaint, all staff shall be responsible for assisting the client to contact the Associate Director of Clinical Services or Associate Director of Intensive Services without delay. The Center will not retaliate in any way against a client who files a grievance.

RESPONSIBILITIES

Executive Director: The Executive Director ensures this Procedure is followed.

Associate Director of Clinical Services and The Associate Director of Intensive Services: The Associate Director of Clinical Services and the Associate Director of Intensive Services ensures this Procedure is implemented.

Clinic and Program Directors: The Clinic and Program Directors implement this Procedure and provides any assistance required.

Workforce: Members of the Workforce follows this Procedure.