Client Grievance Procedure
Individuals receiving services and/or their families/guardians have the right to express concerns and complaints without repercussions. We would hope that you feel free to have an open discussion with your individual provider regarding any questions, concerns, or complaints you may have.
Vera French has established these grievance procedures for you to use in the event you may want to file a grievance in regards to VFCMHC’s policies, procedures or any staff action that affects you.
Step 1: In the event that you have a complaint, you may, within 10 working days after an event has occurred, notify your provider in writing, that a complaint is being filed. If you are unable to state the complaint in writing, your provider will write down your concern as you explain it. The written summary will be reread to you and adjusted to ensure that it adequately reflects your concern. Your provider and you will sign and date the complaint. If working with your provider presents a hardship for you, you may directly notify the Chief Operating Officer who will assign someone else to assist you with this step. Your provider shall respond to your complaint, in writing, within 5 working days.
Step 2: If your provider does not respond to your complaint within 5 working days or if you feel the problem is not adequately resolved, you may submit the written grievance to the Chief Operating Officer, who will make every effort to contact you within 5 working days of the receipt of your complaint. Within 5 working days after discussing the complaint with you, the COO will respond to you in writing. If you do not receive a response to your grievance or you feel that your grievance has not been adequately resolved, you may proceed to Step 3.
Step 3: If you wish to pursue this matter further, you must submit a written appeal to the Chief Executive Officer within 30 calendar days of your receipt of the Chief Operating Officer’s response. A formal meeting will then be scheduled with you and the CEO, who will then respond to you, in writing, within 5 working days following this meeting. The Chief Executive Officer’s decision will be final.
Rev. 7/2010