Grievance Procedure

A patient grievance may be initiated by a patient or someone on behalf of a patient.

To initiate the grievance process, a signed and dated written complaint (with the assistance of clinical staff, as necessary) is filed with the patient advocate or acting patient advocate. Complaints must include: Date, Approximate time, Description of the incident/situation, and Name(s) of individual(s) involved.

The patient rights specialist is­­­­­­­­­­­­­ Jan Marhefka, who can be reached by dialing 513-536-0880. The patient rights specialist is accessible in person during normal business hours of 8:00 a.m. to 4:30 p.m. During evenings, weekends, and holidays, clinical staff or the clinical shift supervisor are available as needed. The name, title, location, hours of availability, and telephone numbers of the patient rights representative(s) are available at all times to the patient; the patient’s legal guardian (if any); and, consistent with patient confidentiality, the patient’s family and/or significant others.

The patient rights specialist will meet with the patient or the person who initiated the complaint to collect relevant information and documents the relevant information on the grievance file for follow up.

A written acknowledgment of receipt of the grievance is provided to each griever. Such acknowledgment shall be provided within three (3) working days from receipt of the grievance. The written acknowledgment shall include, but not be limited to, the following: date grievance was received; summary of grievance; overview of grievance investigation process; timetable for completion of investigation and notification of resolution; and treatment provider contact name, address and telephone number.

The patient rights specialist investigates the complaint and takes the necessary steps to resolve it. The complaint must be resolved within seven (7) working days of receipt of the grievance. Any extenuating circumstances indicating that this time period will need to be extended must be documented in the grievance file and written notification given to the patient/client.

A written notification and explanation of the resolution will be provided to the patient or to the griever on behalf of the patient. Records of grievances, their subject matter and resolution status will be provided to others upon request with written permission from the patient.

If the patient rights specialist is the subject of the grievance, or if the complainant is dissatisfied with the resolution, an alternate, impartial individual is identified to investigate the complaint. The patient has the option at any time to file a grievance with an outside organization such as: