POLICY

Ken Starr MD Wellness Center is committed to an environment in which all individuals are treated with respect and dignity. A ‘complaint’ or ‘concern’ occurs when an individual is dissatisfied with services or desires to provide critical feedback for program improvement. It is the policy of Ken Starr MD Wellness Group that persons served are encouraged to share complaints and concerns about the quality of their treatment experience freely via verbal or written feedback. When an individual believes their rights have been violated in any way, they are encouraged to file a formal grievance and pursue a resolution to their concerns in a structured format that provides fair and equitable results through due process. 

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PROCEDURE

Individuals who believe they have been the victims of unprofessional, inappropriate or illegal conduct should first attempt conflict resolution. If the individual feels the problem has not been solved using informal means, a grievance may be filed with the administrative human resource manager via email, telephone, in person, or in writing. Grievance forms will be available in the front office area at all times. Confidentiality will be maintained throughout the investigatory process to the extent consistent with adequate investigation and appropriate corrective action. Retaliation against an individual for reporting a grievance is prohibited and illegal, and will be subject to disciplinary action. If the individual does not agree with the resolution, they may appeal to the President/CEO. The grievance policy will be reviewed during new employee orientation, as well as with all new clients beginning services. All grievances and reported allegations will be investigated within 72 hours by either the administrative human resource manager or a designee. Results of the investigation will be documented in the grievance form, including verbal or written follow up with the individual (depending on the method of communication chosen by the individual). Grievances will be maintained and reviewed for trends and areas needing improvement by the executive administrative team.