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Controlled Documentation: All records, including preliminary investigation reports, corrective action plans, final resolution memos, and appeal decisions, are stored in our secure digital records system with strict version control. Internal Review: Regular reports are generated for internal audits and are reviewed by the Quality Assurance Committee and executive leadership. External Reporting: Aggregated data from grievance reports, including trends and corrective action outcomes, are provided to external regulatory bodies (e.g., TennCare, state licensing agencies) during routine inspections. Confidentiality and Access Control: Only authorized personnel have access to grievance records to ensure confidentiality. Data is encrypted both in transit and storage, in compliance with HIPAA and other privacy guidelines.
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k. Roles and Responsibilities Summary
A successful grievance process is supported by clearly defined roles:
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Complainant (Client/Family/Employee):
– Responsible for filing grievances accurately and providing all supporting information. – Encouraged to follow up with any additional documentation and to participate in subsequent interviews or review meetings. • Direct Support Professionals and Frontline Staff: – Assist clients and families with filing grievances and provide initial information regarding the incident. – Report any observed issues in accordance with the established procedures. • Supervisors and Department Heads: – Receive, document, and escalate grievances as necessary. – Ensure that all incidents are addressed promptly and that preliminary findings are documented. • Grievance Coordinator/Client Advocate: – Acts as the primary point of contact for grievance submissions. – Manages the Central Grievance Log, ensures timely acknowledgment, and coordinates the investigation process. • Incident Response and Investigation Team:
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