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Complaints Policy

Policy

Acclaim Health is committed to providing quality care to its clients. It is the intent of Acclaim Health that employees, students and volunteers adhere to all policies and procedures.

If any client, family, donor or service provider reasonably believes that an Acclaim Health policy, practice, or activity is unsatisfactory or unacceptable, they have a right to voice a complaint to the organization.

To ensure convenience and accessibility for our stakeholders, Acclaim Health will provide clients, families and donors with the opportunity to complain or provide input across a variety of platforms and media.

It is the responsibility of that employee, student or volunteer to report the complaint to his/her supervisor immediately.

Acclaim Health will not retaliate against any client, family, donor or service provider who in good faith brings forward such concerns.

Acclaim Health will thoroughly investigate such concerns and implement corrective action, if required.  The complainant with whom the concern originated will be kept informed of the outcome(s) of the investigation to the extent allowed by privacy law.

Acclaim Health will use the information obtained during the investigation to improve services, policies and procedures.

The Director of Quality Improvement is responsible for ensuring that all complaints are investigated appropriately within the established timeline and according to the impact of the event.

Consequences: All employees and volunteers are accountable for reporting and documenting a complaint within the timelines established. Failure to do so will result in progressive disciplinary action up to and including termination of employment.

 

Procedure

Reporting of Complaints

  1. All clients and their family members/caregivers have to right to lodge a complaint about their care or service. Clients and family members will be informed of this upon admission to service.
  2. The employee/student will report the complaint to their direct supervisor or on-call supervisor within 4 hours of receipt.
  3. The supervisor will contact the complainant as soon as possible to acknowledge receipt of their concern and they will be informed that an investigation will take place.

Investigation of Complaints

  1. The supervisor will speak with the complainant and document the details using the Client Adverse Form.
  2. Every effort should be made to resolve complaints in a timely manner.
  3. The supervisor will investigate the complaint using root cause analysis within the context of the PDSA framework as follows: Code 3 within 1 business day; Code 2 within 3 business days; Code 1 within 5 business days. A preliminary action plan will be developed for the employee, student or volunteer where appropriate.
  4. The initial disclosure of the Code 3 or Code 2 events will be made by telephone by the Supervisor and employee, student or volunteer, if appropriate, with the client and/or caregiver. A face-to-face meeting will be arranged at the request of the client or caregiver. A Code 1 event disclosure will be done at the discretion of the Supervisor and or Director/Manager. There may be situations where the initial disclosure will occur face-to-face at the time of the event.
  5. Further disclosure can be made with the client and/or caregiver once the investigation has been completed.
  6. The Supervisor is responsible for updating the Client Sentinel Adverse Event report once the investigation and disclosure is completed.
  7. The Supervisor and Director/Manager will arrange a face-to-face meeting with the employee, student or volunteer as per the timelines in the action plan to provide support and ensure that all action plan items have been addressed, where applicable.
  8. The Supervisor will communicate the action plan to other employees if applicable.

Outcome Measurement

  1. The Director Quality Improvement will inform the Quality Council and Leadership team monthly of the types of complaints, root cause(s) and action plans and bring forth any recommendations.
  2. The Director Quality Improvement will present a summary of all complaints received to the Board Quality Committee on a quarterly basis.
  3. The Director Quality Improvement and Quality Council will evaluate the effectiveness of the complaints reporting system on an annual basis and will solicit feedback from clients where applicable.