It is the goal of this program that all clients are provided with quality care including satisfactory acknowledgment of their concerns.  Grievances are addressed according to Ark Alliance Recovery’s, procedure following, in an appropriate and timely manner with respect to client rights. 

 

Client experiences and suggestions are welcomed and concerns will be considered in program improvement initiatives.        

 

Procedure

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1. Staff will try to resolve any issue or complaint brought to them immediately. This will be documented and dated in the client record by the staff member should this occur. 

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2. If resolution cannot be accommodated: Staff will explain the grievance procedure to clients, former clients and their representative, as applicable, on the day of service initiation

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3. Grievance procedures are posted on our website and will be provided to all current and past clients upon request.

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4. Clients should inform program staff of their need to discuss a grievance as soon as possible.  Program staff will assist the client in developing, processing, and submitting a grievance immediately.

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5.  Staff will schedule a session within 3 days to address client grievance. 

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6.  Program staff will discuss client grievances with Program Director within 24 hours and in continued consultation until resolution is made.

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     a. Program staff will work mutually with the client and program director to provide a response to

     the client within 7 days of receiving the grievance.

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     b. Clients may discuss a grievance involving the Program Director with the CEO.

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7.  Client grievances will be addressed internally in accordance with program policies and procedures.

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     a. Program staff will work mutually with client and Program Director toward resolution and/or

     completion of internal grievance.

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     b. Direct grievance complaints must first go to the Program Director of Ark Alliance Recovery.

     Program Director and Chief Executive Officer (CEO) of Ark Alliance Recovery will discuss

     resolutions for the client. The Program Director or CEO will provide the client with a written

     response within 7 days.