SAMPLE POLICY WORK

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In-Person: Submit a completed form to the designated Front Desk or Client Advocate. – Electronically: Upload the completed form via our secure client portal or email to the dedicated Grievance Reporting Address (e.g., grievances@simplcareservices.com). – Telephone Hotline: For immediate concerns, clients or family members can call our dedicated Grievance Hotline where a trained representative will take a verbal complaint, then follow up in writing. • Acknowledgment of Receipt: Once filed, the complainant receives an acknowledgment either by email or in writing, which includes a unique grievance tracking number, details about the grievance process, and estimated timelines for resolution.

Step 2: Acknowledgment and Initial Review • Immediate Acknowledgment: All grievances, especially those that involve safety or urgent matters, are acknowledged immediately, typically within 24 hours of filing.

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Initial Triage: The Grievance Coordinator or Client Advocate reviews the incoming complaint to determine the severity and categorization of the grievance.

– If the grievance involves abuse, neglect, or other urgent issues, it is escalated immediately to the Incident Response and Quality Assurance Teams. – For non ‑ urgent complaints, the form is documented and forwarded to the appropriate department for initial review. • Recording in the Grievance Log: All filed grievances are entered into the Central Grievance Log (CGL), which is maintained electronically. This log records the grievance tracking number, complainant details, date of submission, nature of the grievance, and preliminary categorization.

Step 3: Investigation Process • Assigning an Investigator:

A designated investigator (often a member of the Quality Assurance Team or Compliance Team) is assigned to the case, ensuring that they have no conflict of interest. – The investigator reviews the grievance documentation, collects additional information if necessary, and consults relevant service records, incident reports, and client files. • Interviews and Data Collection: