Grievances

• I. PURPOSE
  The purpose of this policy is to promote service recipient right by providing persons served and/or legal representatives with a simple process to address complaints or grievances.
• II. POLICY
  Each person served and/or legal representative will be encouraged and assisted in continuously sharing ideas and expressing concerns in informal discussions with management staff and in support team meetings. Each concern or grievance will be addressed and attempts will be made to reach a fair resolution in a reasonable manner.Should a person and/or legal representative feel an issue or complaint has not or cannot be resolved through informal discussion, they should file a formal grievance. Staff and persons served and/or legal representatives will receive training regarding the informal and formal grievance procedure. This policy will be provided, orally and in writing, to all persons served and/or legal representatives. If a person served and/or legal representative feel that their formal complaint has not or cannot be resolved by other staff, they may bring their complaint to the highest level of authority in the program Bill Simpson, the Executive Director, who may be reached at the following:
  Heartland Homes, Inc.
  PO Box 214
  Park Rapids, MN 56470
  (218) 732 – 4572The Designated Coordinator and/or Designated Manager will ensure that during the service initiation process that there is orientation for the person served and/or legal representative to the company’s policy on addressing grievances. Throughout the grievance procedure, interpretation in languages other than English and/or with alternative communication modes may be necessary and will be provided upon request. If desired, assistance from an outside agency (i.e. ARC, MN Office of the Ombudsman) may be sought to assist with the grievance.Persons served and/or legal representatives may file a grievance without threat or fear of reprisals, discharge, or the loss of future provision of appropriate services and supports.
• III. PROCEDURE
  • A. All complaints affecting a person’s health and safety will be responded to immediately by the Designated Coordinator and/or Designated Manager.
  • B. Direct support staff will immediately inform the Designated Coordinator and/or Designated Manager of any grievances and will follow this policy and procedure. If at any time, staff assistance is requested in the complaint process, it will be provided. Additional information on outside agencies that also can provide assistance to the person served and/or legal representative are listed at the end of this procedure.
  • C. If for any reason a person served and/or legal representative chooses to use the formal grievance process, they will then notify in writing or discuss the formal grievance with the Designated Coordinator and/or Designated Manager.
  • D. When a formal grievance is made, the Designated Coordinator and/or Designated Manager will initially respond in writing within 14 calendar days of receipt of the complaint.
  • E. If the person served and/or legal representative is not satisfied with the Designated Coordinator and/or Designated Manager response, they will then notify in writing or discuss the formal grievance with Bill Simpson, the Executive Director, who will then respond within 14 calendar days.
  • F. All complaints must and will be resolved within 30 calendar days of receipt of the complaint. If this is not possible, Bill Simpson, the Executive Director, will document the reason for the delay and the plan for resolution.
  • G. If the person served and/or legal representative believe their rights have been violated, they retain the option of contacting the county’s Adult or Child Protection Services or the Department of Human Services. In addition, persons may contact advocacy agencies (listed at the end of this policy) and state they would like to file a formal grievance regarding their services, provider company, etc.
  • H. As part of the complaint review and resolution process, a complaint review will be completed by Bill Simpson, the Executive Director, or the Designated Coordinator and documented by using the Internal Review form regarding the complaint. The complaint review will include an evaluation of whether:
    • 1. Related policies and procedures were followed.
    • 2. The policies and procedures were adequate.
    • 3. There is a need for additional staff training.
    • 4. The complaint is similar to past complaints with the persons, staff, or services involved.
    • 5. There is a need for corrective action by the company to protect the health and safety of persons served.
  • I. Based upon the results of the complaint review, the company will develop, document, and implement a corrective action plan designed to correct current lapses and prevent future lapses in performance by staff or the company, if any.
  • J. A written summary of the complaint and a notice of the complaint resolution to the person served and/or legal representative and case manager will be provided by using the Complaint Summary and Resolution Notice This summary will:
    • 1. Identify the nature of the complaint and the date it was received.
    • 2. Include the results of the complaint review.
    • 3. Identify the complaint resolution, including any corrective action.
  • K. The Complaint Summary and Resolution Notice will be maintained in the service recipient record.

STATE AND COUNTY ADVOCACY AGENCIES

Your Designated Coordinator is:

_____________________________________________          ____________________________

Name                                                                                           Phone Number