Filing a Formal Complaint or Grievance
We value client feedback, and are constantly working to improve our services. A form to submit grievances or concerns is a the bottom of this page. Please use this form to let us know of an issue, or poor experience, you've had with Prism Behavioral Consulting.
Purpose: the following Grievance and Resolution Policy and Procedure have been established to resolve grievances in the areas listed below.
We value client feedback, and are constantly working to improve our services. A form to submit grievances or concerns is a the bottom of this page. Please use this form to let us know of an issue, or poor experience, you've had with Prism Behavioral Consulting.
Purpose: the following Grievance and Resolution Policy and Procedure have been established to resolve grievances in the areas listed below.
URGENT GRIEVANCES: 24 hour response time
- Abuse, neglect, or patient harm
- Violations of patient right & responsibilities
- Concerns around timeliness of services
- Services/supports to be terminated
- Services set in a treatment plan are changed, denied, or reduced in scope without communication to you
- Customer service regarding administrative or therapist communication
- Applicant is not eligible for services
Definitions
A complaint is defined as a written expression of dissatisfaction by the patient/family regarding care or services provided by Prism Behavioral Consulting which directly impacted the patient. Most complaints will have simple solutions that can be promptly addressed and are considered resolved when the patient/family is satisfied with the action taken on their behalf.
A grievance is defined as a formal verbal or written expression of dissatisfaction with some aspect of care or service that has not been resolved to the patient/family’s satisfaction at the point of service. All verbal or written complaints of abuse, neglect, patient harm or the risk of patient harm, a violation of the Patient Rights and Responsibilities, and ethical violations are examples of grievances. A written complaint sent to Prism Behavioral Consulting or any request from a patient/family to treat a complaint like a grievance will be considered a grievance.
Policy Statement
Prism Behavioral Consulting is committed to providing quality patient care and promoting patient/family satisfaction. The Prism Behavioral Consulting Leadership Team shall handle all patient/family complaints and grievances consistently and in a timely manner. The Prism Behavioral Consulting Leadership Team shall track and trend complaints and grievances and implement necessary changes and process improvements accordingly.
Any patient/family is encouraged to submit a grievance should they feel they’ve witnessed any violation or ethical issue pertaining to patient care. A grievance pertains specifically to violations, actions, or unethical instances relating to patient care, you, or a team member’s personal safety. The Prism Behavioral Consulting Leadership Team may share this information on a case by case basis informing additional parties for any needed support. A grievance may be escalated to a peer-review process. Upon peer review, if an unethical practice or violation has taken place, Prism Behavioral Consulting will report to necessary Authorities, Boards or Licensure entities to notate this grievance.
A complaint is defined as a written expression of dissatisfaction by the patient/family regarding care or services provided by Prism Behavioral Consulting which directly impacted the patient. Most complaints will have simple solutions that can be promptly addressed and are considered resolved when the patient/family is satisfied with the action taken on their behalf.
A grievance is defined as a formal verbal or written expression of dissatisfaction with some aspect of care or service that has not been resolved to the patient/family’s satisfaction at the point of service. All verbal or written complaints of abuse, neglect, patient harm or the risk of patient harm, a violation of the Patient Rights and Responsibilities, and ethical violations are examples of grievances. A written complaint sent to Prism Behavioral Consulting or any request from a patient/family to treat a complaint like a grievance will be considered a grievance.
Policy Statement
Prism Behavioral Consulting is committed to providing quality patient care and promoting patient/family satisfaction. The Prism Behavioral Consulting Leadership Team shall handle all patient/family complaints and grievances consistently and in a timely manner. The Prism Behavioral Consulting Leadership Team shall track and trend complaints and grievances and implement necessary changes and process improvements accordingly.
Any patient/family is encouraged to submit a grievance should they feel they’ve witnessed any violation or ethical issue pertaining to patient care. A grievance pertains specifically to violations, actions, or unethical instances relating to patient care, you, or a team member’s personal safety. The Prism Behavioral Consulting Leadership Team may share this information on a case by case basis informing additional parties for any needed support. A grievance may be escalated to a peer-review process. Upon peer review, if an unethical practice or violation has taken place, Prism Behavioral Consulting will report to necessary Authorities, Boards or Licensure entities to notate this grievance.
