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QUALITY ASSURANCE COMPLAINT REVIEW PROCESS

OVERVIEW:

The Quality Assurance Coordinator is responsible to review and assess complaints of case management only made by client(s) the Agency provides services to. The steps below are also followed for any other body filing a complaint regarding the Agency’s communications. It is the responsibility of the Agency representative to inform the public of the complaint process as outlined.

An initial assessment of a complaint must occur. This is a team approach; it is the responsibility of the worker and supervisor to address the immediate concern first prior to proceeding with the formal complaint process.
The worker and supervisor need to document their efforts to resolve the concern.
If the client is not satisfied then they must be informed of the complaint process outlined below.

COMPLAINT PROCESS:

Quality Assurance Coordinator is provided the contact information of the client.

Quality Assurance Coordinator will contact the client and arrange an interview and will determine the location, i.e. Office or in the home.

Quality Assurance Coordinator will document the complaint.

Quality Assurance Coordinator will interview the worker and supervisor assigned to gather more information in respect to the complaint.

Quality Assurance Coordinator will consult with Director of Service to determine if further investigation is needed.

If Quality Assurance Coordinator determines a file review is required he/she will complete a file review of service delivery specific to the complaint.

The written report will be provided to the Director of Service to review with the Executive Director if required to determine if the complaint is substantiated or unsubstantiated.

If the complaint is unsubstantiated, then the report shall be filed in the client’s physical file.

If the complaint is substantiated, then a formal meeting will occur with the Supervisor to address the valid concern reported. An action plan will be developed and implemented to address the concern.

It is the responsibility of the Quality Assurance Coordinator to send a formal letter to the client notifying them of the outcome of the complaint process. A copy of the letter will be placed on the client’s file.

If you would like to contact us please use the Hotlines below.