SKS THERAPY
1776 South Jackson St
Denver, Colorado 80210
Complaint and Grievance Policy
Purpose
SKS THERAPY is aware that persons receiving services at this agency may from time to time have complaints or grievances about the way they are treated or the services they are receiving, or they may experience conflicts during the time they are receiving services with us. The purpose of the following policies and procedures is to reduce conflict and the occurrence of inappropriate actions by clients, agency personnel and staff; minimize the impact of such actions once they occur; and to help insure that clients are receiving quality care fair treatment.
Policy
It is the policy of SKS THERAPY that each client who applies for or is admitted for services shall be afforded the protection of basic civil, constitutional, and human rights. All clients, or when applicable, their legal guardian, shall have the right to complain and seek resolution when they believe that their rights have been violated by the agency or its staff. All clients or others contacted by SKS THERAPY, are made aware of this policy and the accompanying procedures, and encouraged to seek resolution of complaints, grievances, or conflicts immediately, or as quickly as possible. As necessary, SKS THERAPY shall initiate a complaint or grievance on behalf clients who may not be capable of doing so themselves.
SKS THERAPY personnel shall work to address the issue(s) promptly and in the most equitable manner possible. Complainants shall be provided with a resolution within fifteen (15) working days of the date of submission of the complaint or grievance. SKS THERAPY personnel shall create a written copy of verbal complaints or grievances on an agency grievance form.
During the intake process all clients, or their legal guardians, shall be advised of their rights and responsibilities, and the grievance policies and procedures to be followed to resolve conflicts with the agency or its staff, or other clients. This policy, the accompanying procedures, and complaint/grievance forms shall be posted in conspicuous locations throughout the agency so as to afford all clients equal opportunity to access, review and activate the procedures at all times.
If requested, all clients shall receive a signed copy of the Client Rights, Responsibilities, and Grievance Policies and Procedures at intake and a signed copy shall be retained in the client's file indicating the agency's policy and procedures have been adhered to by agency staff.
All grievances shall be documented on a grievance form and submitted to the Program Director or Clinical Supervisor. SKS THERAPY shall maintain a confidential file of all complaints and grievances to include documentation of the date, type, outcome of the investigation, and the resolution. Complaint/Grievances documents shall be maintained in a file separate from client case files in a locked setting for a minimum of three (3) years, following which they may be destroyed.
SKS THERAPY shall insure that clients filing grievances shall not be coerced, harassed, or penalized in any way, or by anyone, for their actions. Clients may also talk directly with agency personnel regarding complaints or grievances without following all steps of the grievance procedure. In situations where, continued treatment at is not appropriate or conducive to the client or agency’s best interest, SKS THERAPY shall insure that appropriate referrals are made and shall assist in client transfer as appropriate.
Clients may, without jeopardy, communicate with individuals outside of the agency regarding their grievances if they believe that they have not been treated fairly by the agency during this process. The agencies listed below are available for this purpose.
The policies and procedures shall be reviewed, and revised as needed, on an annual basis as part of the agency’s quality assurance plan.
Procedures
SKS THERAPY is aware that from time to time our clients may that have not been treated properly, did not proper services, or may experience other conflicts while here. We encourage clients to seek resolution to their concerns with the agency staff immediately involved, or who they believe can help them as quickly as possible. The following complaint/grievance procedures is designed to give clients the opportunity to resolve complaints/grievances, or conflicts without coercion, harassment, reprisal, penalty, or jeopardized in any way, and provide assistance with reaching prompt equitable resolution of complaints, grievances, and conflicts.
If you believe that your rights have been violated, you’ve been treated poorly by this agency or its staff, you have not received proper care, or you have other complaints, grievances, or are experiencing conflicts while here, you have the right to file a complaint and seek resolution. The following procedures will assist you in starting and completing that process. Someone else may initiate the complaint or grievance process on your behalf and assist you through the entire process.
Step I. Clients who believe they have a complaint or grievance regarding this agency or agency personnel may choose to discuss the alleged grievance with the employee involved, stating the reason they believe they have been grieved. The employee will inform the Staff of the complaint. A written report of this meeting detailing the client’s grievance(s), the staff’s response to the grievance, and the client’s proposed resolution(s) shall be submitted to the Staff.
Step II. If an equitable resolution is not reached in Step II, the client can proceed by presenting the alleged grievance to the Executive Director within 3 working days of the conclusion of Step II. The Executive Director shall review the actions in previous steps and the recommended resolutions; meet with the client (s) and the employee (s), giving them another opportunity to air their points of view and attempt to reach a final resolution. The decision of the Executive Directors shall be the agency's final attempt to resolve the matter internally. All parties shall be notified of the Executive Directors decision within 3 working days, in writing, and shall include additional options that may be followed if the decision is not satisfactory.
Step V. If an equitable resolution is not reached in Step II, the complainant may appeal the decision to their referral source, or to other external sources which typically include:
The practice of registered, certified or licensed persons in the field of psychotherapy is regulated by the Mental Health Licensing Section of the Division of Registrations. Questions and complaints regarding addiction counselors may be addressed to:
Board of Addiction Counselor Examiners
1560 Broadway, Ste. 1350, Denver, CO 80202
303-894-7800
The Office of Behavioral Health has the general responsibility for regulating practices of licensed substance use disorder treatment programs in the State of Colorado. Questions and complaints may be directed to:
Colorado Department of Human Services
Office of Behavioral Health
3824 W. Princeton Circle, Denver, CO 80236
(303) 866-7400
These agencies may then review the complaint and the agency’s procedures and make recommendation for resolution or take other appropriate actions.
Complaint and Grievance Form
Date Complaint Submitted:
Client Name:
Date Problem Occurred:
Staff Involved:
Others Involved:
Complaint/Grievance submitted to:
Complaint/Grievance description (use additional pages if needed):
Previous steps taken to resolve this Issue:
Desired Outcome:
Recommended Resolution:
Complaint/Grievance Disposition:
Follow-Up Required:
Complaint/Grievance Reviewer: Title