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Provider Complaint Policy

Purpose

To provide a mechanism for the Alcohol and Drug Addiction Services Board of Cuyahoga County to:

1. Monitor and investigate contract provider complaints regarding delivery issues that impact system operations.
2. Monitor complaints regarding client and consumer care that are not initiated by program participants to insure a maximum level of Board compliance with all federal and state laws and administrative rules governing the protection client and consumer rights, including cases of abuse and neglect.
3. To monitor provider complaints regarding Board services.

Policy

It is the policy of the Alcohol and Drug Addiction Services Board of Cuyahoga County to support and protect client and consumer rights by investigating provider complaints of client abuse and/or neglect, and to address service complaints regarding the Board or its contract providers, regardless of the source of complaint. Investigations of complaints and/or formal grievances made directly by clients and consumers are addressed through the Board’s Consumer Appeals Process

Procedure

The Alcohol & Drug Addiction Services Board’s Provider Complaint Policy is available to any staff member of a Board funded agency. All agency staff and contract providers have the right to file a complaint without fear of restraint, interference, coercion, or retaliation from his/her employer, the Board and/or other provider staff.

STEP 1

The Manager of Administrative Services (MAS) or designee will be responsible for providing information to individuals interested in filing complaints regarding Board staff and services and service delivery issues between Board contract providers. The MAS/designee will record all information collected from the complainant. Access and service delivery issues will be forwarded to the Director of Program Services or designee.

Individuals may contact the Board in person or by telephone. If a complaint is made by phone, the complaint will be recorded on the Board’s general phone log. The complainant will receive verbal information regarding the Board’s Provider Complaint Policy. The Manager of Administrative Services will contact the appropriate Board staff to provide notification of the complaint.

STEP 2

If the complainant chooses to file a formal, written complaint, he/she shall meet with the Manager of Administrative Services/designee to complete a formal, written complaint.

Written complaints must be completed within 90 days of the incident, and shall at minimum, contain the following information:

1. A description of the action, conduct or incident leading to the complaint and/or grievance.
2. The relevant dates on which the incident occurred.
3. The person(s) involved in the incident
4. The corrective action or response desired
5. A brief summary of all previous efforts to resolve the issue at the provider, other agency or Board level.
6. The original signature of the complainant with the date on which the written complaint was filed.

STEP 3A

For complaints involving Board staff and services, the MAS/designee will at minimum, review the complaint with appropriate Board staff and recommend a resolution. If the complaint cannot be resolved at this supervisory level, notification of the complaint shall be made to the Board’s Leadership Team. If the staff named in the complaint serves on the Leadership Team, he/she will be disqualified from participating in the resolution process. The Board will make a resolution decision on written complaints within 45 days. In special instances, this time period may be extended to obtain and review additional materials presented by the consumer and/or provider agency.

Upon resolution, the MAS/designee will forward written findings to the complainant by certified letter.

STEP 3B

For complaints involving service delivery issues between Board contract providers, the MAS will at minimum provide notification to the Program and/or Executive Director of the agency identified in the complaint. If after investigation, it is determined that the identified agency is operating outside the scope of practices set forth by the Board or the Ohio Department of Alcohol and Drug Addiction Services, correspondence will be forwarded to the agency’s Executive Director requesting a plan of action to address the issue. The Board will make a resolution decision on written complaints within 45 days, and will notify the complainant of Board findings within the 45-day timeframe. In special instances, this time period may be extended to obtain and review additional materials presented by the consumer and/or provider agency.

The findings will include additional information to assist with filing complaints to the following agencies if necessary: The Ohio Department of Alcohol and Drug Addiction Services (ODADAS), the Ohio Legal Rights Service, and the United States Department of Health and Human Services Civil Rights Regional Office and the Counselor and Social Worker Board.

Copies of the resolution to formal, written complaints will be forwarded to all parties involved. Copies of the findings will be placed in the provider’s agency file and Board records.

In the event of an emergency, the Manager of Administrative Services, the Appeals Officer, Program Services Director, Deputy and/or Executive Director will work directly with the provider to address issues arising from a complaint.

Developed: 12/2001
Revised: 2/20/2002
Adopted: 2/25/2002
Implementation: 6/26/2002

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