It is the policy of Mid-Ohio Psychological Services, Inc. that clients or others who voice concerns, complaints, or grievances have the right, within a responsible period of time, to file a grievance to be heard by impartial agency staff members. Grievers shall be provided with assistance in every phase of the grievance process including the filing, investigations and presentation of the grievance. The agency will provide written response to a grievance within twenty working days from the date a grievance is filed. If additional time is needed due to extenuating circumstances, the client will be given written notification. Grievers may also contact outside entities, in which case the agency will provide pertinent information to that entity regarding that incident or situation. Information will be provided to outside entities at the client’s request but only after written permission is given by the client in the form of a signed Release of Information form. This grievance policy will be posted in every building operated by the agency and copies distributed to clients when they are enrolled into AOD services.
The Client Rights Officer shall be readily accessible to those with grievances and shall assist them throughout the grievance process as needed. Additionally, the Client Rights Officer will maintain regular hours of availability to meet with potential grievers and provide training and orientation to staff regarding the grievance process.
The following procedure will be observed when a grievance is to be filed with Mid-Ohio Psychological Services, Inc.
- When a person expresses a concern, complaint, or grievance regarding past and/or present services Mid-Ohio Psychological Services, Inc., he/she will be advised by any agency staff member of the right to file a grievance and given the name and hours of availability of the agency’s Client Rights Officer. The Client Rights Officer is the Operations Director. An alternative agency representative, the Billing Supervisor, will be contacted if the Client Rights Officer is the subject of the grievance or is unavailable. All efforts will be made for the grievant to meet with the Client Rights Officer immediately. The Client Rights Officer will generally be available from 8:30 to 5:00 p.m., Monday through Friday at Mid-Ohio Psychological Services, Inc. (624 East Main Street, Lancaster, Ohio); however, it is suggested that the client phone 740-687-0042 for an appointment to assure availability on a given day.
- The Client Rights Officer will explain the grievance procedure from filing to finishing resolution and discuss the person’s concerns.
- Should the person decide to file a grievance, the Client Rights Officer will assist the client or person authorized by the client in filing a grievance if needed. All grievances must be in writing and must be signed by the client or the individual filing on the clients behalf and must include the date, time, description and names of individuals involved in the incident/situation being grieved. All grievances will be turned into the Client Rights Officer. AOD program participants wishing to file a grievance must do so in writing.
- At anytime a client or representative can file a grievance with any outside organizations. A list of names and addresses for these entities will be provided by the Client Rights Officer.
- Upon receiving the client grievance, the relevant information will be filed by the Client Rights Officer. The Client Rights Officer will investigate the complaint, gather facts, and speak with all parties involved within three working days. The Clients Rights Officer will refer to the QA Committee if quality is an issue of the complaint. The written acknowledgement of receipt of the grievance shall contain: date grievance was received, summary of grievance, overview of the grievance investigation process, timetable for completion of investigation and notification of resolution, treatment provider contact name, address, and telephone number.
- The Client Grievance will be forwarded to the Mid-Ohio Psychological Service, Inc. Executive Director for review. The client or an authorized representative has the right to make a personal presentation regarding his/her complaint. Mid-Ohio Psychological Services, Inc. will provide an agency representative for the griever at the agency hearing on the grievance if desired and requested by the griever.
- The Executive Director will prepare and submit a written response to the grievance within five working days of the filing of the grievance. A written statement of resolution will be given to the client or grievant.
- If the griever is not satisfied with the Executive Director’s response, he/she may submit the written grievance to the Chairperson of the agency’s Board. The Chairperson will provide a written response within fifteen working days.
- If the griever still feels the grievance has not been resolved, she/he will be advised and referred to outside entities. A listing of names and addresses for these entities will be provided and the Client Rights Officer may assist the griever in contacting any resource upon request.
A client or authorized representative has the right to file a grievance with any of these agencies, or any other agency as the client deems appropriate:
Fairfield County Mental Health & Recovery Services Board (Fairfield County Residents)
108 W. Main Street, Suite A
Lancaster, Ohio 43130
(740) 654-0829 Fax (740) 654-7621
Franklin County ADAMH Board (Franklin County Residents)
447 East Broad Street
Columbus, Ohio 43215
(614) 224-1057 Fax (614) 224-0991
Mental Health and Recovery for Licking and Knox Counties (Licking County Residents)
1435-B West Main Street
Newark, Ohio 43055
(740) 522-1234 Fax (740) 522-3502
Delaware-Morrow MHRS Board (Delaware County Residents)
40 North Sandusky Street, Suite 301
Delaware, Ohio 43015
(740) 368-1740 Fax (740) 368-1744
Paint Valley ADAMH Board (Ross County Residents)
394 Chestnut Street
Chillicothe, Ohio 45601-2305
(740) 773-2283 Fax (740)773-2770
Ohio Department of Mental Health Addition Services
Client Advocacy Coordinator
30 East Board Street, 8thÂ Floor
Columbus, Ohio 43266-0414
(614) 466-2333 Fax (614) 466-1571
State of Ohio Psychology Board
77 South High Street, Suite 1830
Columbus, Ohio 43215-6108
(614) 466-8808 Fax (614) 728-7081
(877) 779-7446 Toll Free
Ohio Legal Rights Service
50 West Broad Street, Suite 1400
Columbus, Ohio 43215-5923
(800) 282-9181 Toll Free
TTY (614) 728-2553 or (800 858-3542
State of Ohio Counselor and Social Worker and Marriage and Family Therapist Board
50 West Broad Street, Suite 1075
Columbus, Ohio 43215-5919
(614) 466-0912 Fax (614) 728-7790
Valerie Morgan-Alston, Regional Manager
Office for Civil Rights
U.S. Department of Health & Human Services
233 N. Michigan Ave., Suite 240
Chicago, Illinois 60601
(312) 886-2359 Fax (312) 886-1807
TDD (312) 353-5693
State Medical Board of Ohio
30 East Broad Street, 3rd Floor
Columbus, Ohio 43215-6127
(614) 466-3934 Fax (614) 728-5946
(800) 554-7717 Toll Free
Attorney General’s Office
Health Care Fraud Unit
400 E. Town Street, 5th Floor
Columbus, Ohio 43215
(614) 466-0722 Fax (614) 644-9973
Nursing Education & Nurse Registration Board
17 South High Street, Suite 400
Columbus, Ohio 43215-7410
(614) 466-3947 Fax (614) 466-0388
Client Assistance Program
Govenor’s Office of Advocacy for People with Disabilities
35 East Chestnut Street, 5th Floor
Columbus, Ohio 43215-0400
(800) 228-5405 Fax (614) 752-4197
Upon request and obtaining a signed release of information form, Mid-Ohio Psychological Services, Inc. will provide all relevant information about the grievance to one or more of the organizations listed above if the griever has initiated a complaint.
A client has the right to represent him/herself in the grievance procedure or to designate a representative to be involved in the process. If a representative for the client is to be involved, a release of information form will need to be signed by the client giving the agency permission to discuss relevant concerns with this party.
There will be no retaliation or barriers to services for any client who files a grievance.
A copy of this grievance procedure will be posted in each building operated by Mid-Ohio Psychological Service, Inc. and copies distributed to clients when they are enrolled into AOD services. The name of and hours of availability for the Client Rights Officer will be posted with the grievance procedure in each agency building. Upon request, a copy of the grievance procedure will be given to clients or applicant.
Provisions will be made for grievers to have prompt access to the Client Rights Officer. All efforts will be made to relieve the Clients Rights Officer or Alternate of current duties in order to facilitate prompt attention to the griever and grievance procedure. Staff members will be informed of their responsibility to notify potential grievers of the right to file a grievance, and the name and hours of availability of the Client Rights Officer. The Client Rights Officer will have the responsibility of ensuring that Mid-Ohio Psychological Service Inc. remains in compliance with the grievance procedure.
The Client Rights Officer will keep a written record of all grievances received, this record will include a copy of the grievance, documentation reflecting process used and resolution/remedy of the grievance. In addition, if applicable documentation of extenuating circumstances for extending the time period for resolving the grievance beyond twenty one calendar days. Any staff member receiving and/or addressing a complaint will provide the necessary documentation and when appropriate, refer the person to a more appropriate resource. Records will be kept in a locked filing cabinet accessible to all agency staff. Periodically, the Client Rights Officer will review the grievances for informational purposes that may be used in enhancing agency services. All grievances will be kept on file for a minimum of two years for that date of resolution. Annual summary reports will provided to the Board.