Client Grievance Procedure
It is the policy of MatMed Treatment Center that every effort shall be made to resolve a client's grievance in a fair and equitable manner, and that all client grievances will be investigated and resolved promptly in accordance with the State Licensing Board.
1. All staff members shall be aware of a client's needs and shall pay close attention to those situations that could lead to a grievance situation. Clients may grieve directly to any staff member. Clients may grieve about any violation of client rights or state standards.
2. Staff members shall make every effort to resolve the grievance informally by discussing the situation or circumstances with the client.
3. Staff members who are involved shall not be included in acceptance, investigation or decision-making concerning the grievance.
4. Clients who are not able to resolve their grievances by discussion must put their grievance in writing including date and signature.
5. MatMed Treatment Center has placed secure locked boxes on the male and female units for clients to submit grievances with anonymity. RRTC will provide pens, paper, envelopes, postage and access to a telephone upon request in order to file a complaint. MatMed Treatment Center shall provide assistance to clients who cannot read or write or have difficulty reading and writing. RRTC Grievance boxes will be checked Monday-Friday by the Clinical Director, or designee in his/her absence, and recorded on the Grievance Log.
6. MatMed Treatment Center will acknowledge receipt of the grievance within 24 business hours and investigate the grievance and interview the client as necessary.
7. A written report of the investigation and initial disposition shall be made to the client by the MatMed Treatment Center or designee within three business days of the initial grievance.
8. A client who is still dissatisfied with the results of the initial investigation can request an appeal, submitted to the Administrator. An appeals meeting will be held with administration within 5 business days of the requested appeal. The client will receive a written copy of all grievances and appeals and sign acknowledging receipt of the appeal.
9. A client who is still dissatisfied may appeal the decision to the governing authority and a written report of the decision will be forwarded to the state with a written response given to the client within 30 days.
10. There shall be no retaliation, formal or informal, against a grieving client.
11. MatMed Treatment Center shall retain full records of all grievances in a confidential file for three years, but not in a client's case file.
12. Clients may submit their grievance at any time directly to MatMed Treatment Center Client Advocate, Alisha Verrett concern@redriverhealthcare.com or 318.441.5900 extension 2301. EXTENSION 2301 FROM ADVOCATE PHONE OR Directly to:
U.S. Department of Health and Human Services
Office for Civil Rights
50 United Nations Plaza, Room 322
San Francisco, CA 94102
(415) 556-8730 / TDD (415) 556-8586
Louisiana Department of Health, Health Standards Section
Complaint Program Desk
P.O. Box 3767
Baton Rouge, LA 70821
HSSComplaint@LA.GOV
Phone- 225-342-6298
MatMed Clinics
Copyright 2023 - MatMed Clinics - All Rights Reserved