SAMPLE POLICY WORK

any deviations from agency protocols. This section outlines in detail the policies and procedures governing the grievance process — from the initial filing to investigation, resolution, and, if necessary, the appeals process. These procedures have been developed in full compliance with the Tennessee CAC Waiver (TN.0357.R05.00), TennCare guidelines, and all relevant state and federal regulations, ensuring fairness, accountability, and continuous improvement. The grievance procedures are designed to assure every client of their right to voice concerns without fear of retaliation. They provide a mechanism for clients to report issues, for management to evaluate and resolve them, and for us to incorporate lessons learned into our ongoing quality improvement efforts. Every grievance is treated seriously and is used as a catalyst for enhancing the care we deliver. In the following sections, we describe the purpose and scope of our grievance procedures, define the types of grievances encompassed by our policy, outline the specific step ‑ by ‑ step process for filing and handling grievances, describe the investigation and appeals process, and clarify the roles and responsibilities of everyone involved — from clients and support staff to supervisors and executive leadership.

a. Purpose and Objectives

Purpose Statement

The primary purpose of our grievance procedures is to:

• Provide a Fair and Accessible Process: Ensure that every concerns expressed by individuals receiving our services is addressed promptly and equitably. • Enhance Client Empowerment: Empower clients to express their dissatisfaction, suggest improvements, and actively participate in the resolution of issues. • Maintain Quality and Safety: Identify and resolve issues that compromise the quality of care, client safety, or the ethical operation of the agency. • Ensure Compliance and Transparency: Meet regulatory requirements as outlined in TN.0357.R05.00 and TennCare guidelines and maintain comprehensive records for internal audits and external evaluations. • Promote Continuous Improvement: Use grievance data and feedback as critical inputs to our Quality Improvement Plan, helping to drive systemic changes that enhance service delivery and prevent future issues.

Objectives

Key objectives of our grievance procedures include:

• Clear Communication: Provide accessible and understandable information to clients and caregivers about how grievances are filed and processed.