Grievance Policy
Any client has the right to file a grievance at any time free of threat, fear or coercion.
Procedure:
- As a client at Soulful Recovery , you have the right to: a. file a grievance about any violation of client rights or state rules; b. submit a grievance in writing and get help writing it if they are unable to read or write; and c. request writing materials, postage, and access to a telephone for the purpose of filing a grievance.
- A grievance/complaint can be submitted directly to the state at any time and includes the current mailing address and toll-free telephone number of the state’s investigations division. Please see the Department of Social Services information at the bottom of the page.
- Soulful Recovery nor any personnel will: a. Retaliate against clients who try to exercise their rights or file a grievance; or b. Restrict, discourage, or interfere with client communication with an attorney or with the state for the purposes of filing a grievance. Accommodations will be made to allow a private call to an attorney upon receiving a request for such provisions in writing by the client. c. Staff will refrain from questioning the client in regard to the specific nature of the complaint; however, if the client asks to speak to a staff member about the nature of the complaint Arise staff will arrange for a private discussion, free from bias and questioning.
- In such cases that an Soulful Recovery employee is found to be in noncompliance with or in violation of statutes protecting human rights, the complaint will be addressed within 24 hours by a designated clinic representative. a. If the client asks that the grievance be inclusive to all staff including the designated clinic representative, a third-party compliance company will be brought in to conduct an independent investigation and assist in reporting the allegations, when applicable.
- When filing a complaint/grievance the client is encouraged to first talk with their clinician.
- If not resolved, the clinician will decide of the grievance is operational or clinical and will escalate the grievance to the appropriate department leader.
- The meeting with the clinician must occur within three (3) working days; if not resolved, the escalated grievance will be addressed within 48 hours.
- If not fully resolved, the client may escalate the grievance to the compliance designee. In collaboration with the center management, the compliance designee and treatment center management will respond to the grievance in writing, within 48 hours of the grievance being escalated letting the client know that they are now investigating the grievance formally.
- Clients have the right to bring witnesses or witness statements to any of the meetings with staff.
- The compliance designee and the treatment center management evaluate and investigate the grievance thoroughly and objectively, obtaining additional information as needed: a. provides a written response or in person meeting with the client within seven days of receiving the grievance. b. take action to resolve all grievances promptly and fairly; and c. document all grievances, including the final disposition, and keep the documentation in a central file.
- The treatment center management will deliver the response of the grievance, the decision(s) of the treatment center management is final.
- The grievance will be kept on file and will be reviewed quarterly to identify any trends, areas for improvement and, if necessary, actions to be taken.
If the client still does not feel the grievance as resolved they will be provided three different avenues to further their grievance: person or in writing.
U.S. Department of Health and Human Services; Office for Civil Rights 50 United Nations Plaza, Room 322 San Francisco, CA 94102 (415) 556-8730TDD (415) 556-8586
The Joint Commission – One Renaissance Blvd. Oakbrook Terrace, IL 60181 – General inquiries: 630-792-5800
Colorado Department of Regulatory Agencies (DORA) 1560 Broadway, Suite 110 Denver, CO 80202. 1-800-886-7675.