Client Concern and Complaint Procedure
I understand that, as a client or former client, I have the right to express a concern or complaint to any Thrive staff member or may ask for the help of an advocate to do so. The staff member providing assistance shall make every attempt to resolve an expressed concern as quickly as possible without discrimination or recrimination. When a concern is not resolved at this level, it shall be considered a formal complaint. I will be offered a copy of the complaint resolution procedure and given assistance in writing and submitting the complaint to the Human Rights Officer, or other advocate, if requested. The complaint shall be logged by the Human Rights Officer, and within four (4) business days of making a formal complaint, I will receive a written and verbal confirmation of the Human Rights Officer’s receipt of the complaint.
Within five (5) business days or less of the receipt of the complaint, the Human Rights Officer shall make an attempt at early resolution. If the issue is not resolved, the Human Rights Officer shall investigate the complaint by gathering the facts and by speaking with the people involved, and/or those with collateral information.
The investigation shall be completed within fifteen (15) business days or less from the date of the Human Rights Officer’s receipt of the complaint. If the issue is resolved, a report noting the resolutions shall be forwarded to the designated department or staff person. If the issue is not resolved, I will be in-formed of my right to appeal to the Department and offered assistance to do so. I understand I shall have the option to choose an advocate and assistance with contacting an advocate shall be offered. If the issue is resolved, a written notification of the resolutions shall be forwarded to me and the CEO or designee.
I understand I may access the State Mental Health Advocate, the State Child Advocate/Mental Health Consumer Advocate, the Dept. of Behavioral Healthcare, Developmental Disabilities & Hospitals and/or CARF regarding a complaint at any time or if I believe to be in imminent danger or fear retaliation.