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Grievance Process

Grievance-Complaint Form

If you have a concern/complaint, please contact LaDella Thomas, Executive Director, at 417-272-0444.

If you feel that your concern has not been alleviated, contact Dept. of Mental Health at:

Client Rights Monitor
Department of Mental Health
P.O. Box 687
Jefferson City, Mo 65102
1-800-364-9687

SCDDB Client/Guardian Grievance & Complaint Process

POLICY:

 It is the policy of Stone County Developmental Disability Board (SCDDB) to ensure a process for filing consumer complaints and grievances from consumers served and/or their legal representatives in order to provide guidance for receiving, considering and resolving consumer complaints and grievances filed with the agency. All complaints and grievances shall be heard promptly, investigated appropriately, and where possible, resolved informally.  No consumer served by SCDDB shall be retaliated against or be denied services for filing a compliant or grievance.  A review of formal complaints, grievances and appeals can give the organization valuable information to facilitate change that results in better customer service and results for the consumers served.

 

PROCEDURES:

 

  1. The consumer or their legal representative may file a complaint with regard to the services provided by SCDDB, if the consumer/guardian believes their rights have been violated, abuse or neglect has taken place, and/or to voice general concerns with regard to the services being provided by SCDDB.

 

  1. The SCDDB chair will initially review all written complaints/grievances and determine a resolution/disposition of a complaint. Complaints shall be categorized by within one of three categories:

 

  1. Information– An informational report of dissatisfaction which may include but not limited to: violation of a DMH standard or SCDDB policy, contract provision, rule or statute, a practice or service is below customary business or medical practice, lack of professionalism or quality service, etc.
  2. Grievance-Consumer reporting a violation of client rights per 630.110.1.
  3. Suspicion/Allegation of Abuse & Neglect-neglect, misuse of funds/property, physical abuse, sexual abuse, or verbal abuse has occurred as defined in 9 CSR 10-5.200.

 

III. Abuse/Neglect or Rights Violations

 

  1. If in initially reviewing the written complaint the SCDDB chair finds evidence of abuse or neglect, or evidence of a violation of client’s rights on the part of a SCDDB employee in reviewing a grievance, this shall be reported immediately per the relevant state statutes/Division Directives and steps shall be taken to ensure client safety, if necessary.
  2. Complaints with regard to human rights violations by SCDDB staff may be made within this process or can be made with the Dept. of Mental Health Client Rights Monitor at:

 

Client Rights Monitor
Department of Mental Health
P.O. Box 687
Jefferson City, Mo 65102
1-800-364-9687

 

  1. Dissatisfaction with Services

 

In the case of “informational” grievances including dissatisfaction with SCDDB services, the following steps shall be taken:

 

  1. If informal efforts do not produce a satisfactory solution, a complaint with regard to the services provided by SCDDB may be filed in writing by the consumer/responsible party by completion of a SCDDB Complaint/Grievance Form. In all cases, review actions taken and documentation made will remain confidential.

 

  1. Complainant shall be informed in writing within three (3) business days that the formal complaint has been received and is being reviewed. The initial review of complaints shall be completed by the SCDDB chair. In addition to completing the form, complainants have the right to present any additional information they feel to be pertinent to the complaint in a meeting with the SCDDB chair. Before considering filing a complaint, it is encouraged that the complainant tries to resolve the matter informally by discussing it first with SCDDB.

 

  1. Within seven (7) working days after the complaint is filed, the SCDDB chair will submit his findings to the SCDDB. A letter confirming/not confirming the allegations will be sent to the consumer and/or their legal representative and SCDDB staff alleged to have been involved. If the letter confirms the allegation(s), further actions will be outlined in the letter.

 

  1. If the complainant disagrees with the SCDDB chair’s disposition of the complaint, they can appeal to the SCDDB, who will have 10 working days in which to make a decision with regard to the complaint. In this decision, the SCDDB may accept, reject or modify the SCDDB chair’s initial recommendation, or s/he may return the case to the SCDDB chair for further proceedings.

 

  1. The SCDDB shall specify the matters to be addressed in the further proceedings and shall specify the period within which those proceedings shall be conducted, not to exceed ten (10) working days.

 

  1. The SCDDB decision shall be final.

 

  1. The complainant may also file a grievance with the Dept. of Mental Health/Springfield Regional Office if s/he is not satisfied with the outcome/disposition of the complaint decision rendered by SCDDB.

 

  1. Obstruction of a complaint investigation or retaliation of any kind on behalf of SCDDB staff involved shall be reported to the SCDDB. Obstruction of a complaint may result in discipline, including dismissal.

 

  1. SCDDB shall annually review all formal complaints that have been filed with the agency in an effort to identify trends and areas of needed improvements, and develop a Plan of Action to mitigate such complaints.

 

VII. SCDDB prominently displays at each service site a Client Rights poster that provides the name, mailing address and phone numbers to whom grievances/complaints may be addressed.

 

REFERENCES:

  • CARF Standards Manual, Sections 1A & 1D
  • 9 CSR 10-5.200 (MO Code of State Regulations)
  • 9 CSR 45-3.030 (MO Code of State Regulations)
  • RSMo 630.110.1. (Revised MO Statutes)

 

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