Therapy Solutions Grievance Procedure
Therapy Solutions will provide clients and their family members and/or guardians with an opportunity to present grievances and to appeal management decisions through a dispute resolution/ grievance procedure. The agency attempts to resolve all grievances, including Title VI matters, promptly under provisions of this policy. Filing a grievance under this policy does not alter or endanger the person’s continued service by Therapy Solutions.
A grievance is defined as an allegation of a violation of Therapy Solutions policy/procedures. A complaint is any disagreement with Therapy Solutions practices or decisions that are not related to policy/procedures.
A person served has a right to an internal or personal advocate during the proceedings.
PROCEDURES FOR GRIEVANCES
Step One - The person served submits a written grievance to the Program Director. The Program Director has 10 business days from the date the grievance was received to investigate and respond in writing.
Step Two - The Program Director will attempt to resolve the issue. If the Program Director’s resolution does not satisfactorily resolve the issue, the decision can be appealed in writing to the Owner of Therapy Solutions (Amy Dubey). The person served is responsible for ensuring that the appeal is received by the Owner within 10 business days of the Program Director’s response. The Owner is to receive a copy of the original grievance form completed and signed by the person served. The Owner has 10 business days to respond in writing.
The person served has the right to file a civil right complaint with:
U.S. Department of Health and Human Service, Office of Civil Rights, electronically through the Office of Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf or by mail or phone at U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C. 20201 800.368.1019, 800.537.7697 (TDD) Disability Rights NC (877-235-4210) or the Division of Healthcare Services Regulation at 1919-855-4500.
The person served has the right to have an independent advocate.
Final decisions on grievances are not precedent setting or binding on future grievances unless they are officially stated as agency policy.
The agency will not allow any retaliation against any person who files a grievance.
