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Grievances and Appeals

Citations: OAR 309-019-0215


Policy
Grievance means a formal complaint submitted to the agency verbally or in writing
by an individual, guardian, or the individual’s chosen representative about the
denial or delivery of services and supports. Rogue Healing Collective will protect
the rights of individuals, encourage the open discussion of dissatisfaction, and work
to resolve concerns, complaints, and grievances of any nature.

 

Affected Parties
Individuals, their families and guardians, and Rogue Healing Collective staff.


Procedure
1. Individuals receiving services will be made aware of their grievance rights at
entry and reminded of these rights should concerns/ complaints arise that
still need to be resolved by direct care staff and supervisory staff.

○ Individual Rights, including the right to grieve and appeal treatment
services, will be posted in plain sight in the Rogue Healing Collective
lobby.
○ A Grievance Process Notice informing individuals of their options to
file a grievance with local and State entities will be posted in plain sight
in the Rogue Healing Collective lobby.
○ Grievance Rights specific to the individual’s HIPAA and 42 CFR Part 2
privacy will be included in the Rogue Healing Collective Notice of
Privacy Practices provided to the individual at Intake.
○ A copy of the Rogue Healing Collective Grievance Procedure and the
Grievance Form will be provided to the individual in the intake packet.

2. All staff will receive training in grievance and appeal guidelines and be
expected to guide individuals through the grievance procedure.


3. The following procedures apply to any individual grievance.

○ The individual or person acting on their behalf is encouraged to
approach the staff member concerned and specify the nature of their
concern/ complaint. The staff person will attempt to resolve the
concern/complaint at that time.
○ Should the individual, or person acting on their behalf, feel the matter
still needs to be solved or wish to not speak directly to the staff in
question, the grievance should be put in writing. Grievances may also
be submitted through conversation with a program representative,
who will document the information on a grievance form on behalf of
the individual or guardian.
○ Grievances shall be submitted to janell@roguehealingcollective.org or
handed to the front desk to be forwarded to the Executive Director.
○ The Executive Director and Compliance Officer will meet and discuss
the grievance, investigate the specifics of the grievance, and issue a
formal decision within 14 business days from when the grievance was
submitted in writing.
○ Within 30 days of receiving the complaint, the Executive Director will
communicate to the individual in writing the outcome of the grievance
and attach a copy of the Grievance Appeals Notice.
○ Documentation of the receipt, investigation, and action taken
regarding the Grievance will be placed in the service record, and the
program’s file will be retained for at least seven years.

4. The provider shall post a Grievance Process Notice in a common area stating
the telephone numbers of The Division, Disability Rights Oregon, any
applicable coordinated care organization, and The Governor’s Advocacy
Office.

5. In circumstances where the grievance is likely to cause harm to the individual
before the grievance procedures are completed, the individual or guardian of
the individual may request an expedited review. This option shall be noted
on the Grievance Form. The program administrator shall review and respond
in writing to the grievance within 48 hours of receipt. The written response
shall include information about the appeal process.


6. A grievant, witness, or staff member of a provider may not be subject to
retaliation by a provider for making a report, being interviewed about a
grievance, or being a witness. Retaliation may include but is not limited to
dismissal or harassment, reduction in services, wages, or benefits, or basing
service or a performance review on the action.


7. The grievant is immune from any civil or criminal liability concerning the
making or content a grievance made in good faith.


8. Individuals and their legal guardians may appeal entry, transfer, and
grievance decisions as follows:

○ If the individual or guardian is not satisfied with the decision, the
individual or guardian may file an appeal in writing within ten working
days of the date of the program administrator's response to the
grievance or notification of denial of services. The appeal shall be
submitted to the Division;
○ If requested, program staff shall be available to assist the individual;
○ The Division shall provide a written response within ten working days
of the receipt of the appeal and
○ If the individual or guardian is not satisfied with the appeal decision,
they may file a second appeal in writing within ten working days of the
date of the written response to the Division Director.

 

Compliance Officer
The Compliance Officer for Rogue Healing Collective is responsible for
implementing and enforcing this policy. Employees may contact the Compliance
Officer for any questions or concerns regarding this policy.

Acknowledgment
All employees must acknowledge that they have read and understood this policy
and will comply with its provisions.


Policy Maintenance
This policy shall be reviewed and updated annually to ensure state and federal
regulations compliance.

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