Client Grievance Policy and Procedure

Policy

The services provided by Innovative Health Solutions (IHS) are funded by the federal government through the Older Americans Act (OAA). As mandated by the Older American Act and Title 22 of the California Code of Regulations (CCR), IHS must establish and maintain a written grievance procedure for staff, volunteer and clients.

Innovative Health Solutions is committed to providing a fair, safe and productive environment where grievances are dealt with sensitively and expeditiously.

Confidentiality and right to privacy will be protected. Only information relevant to the complaint may be release to the responding party. There will be no discrimination against a staff/volunteer/client or his/her representative for filing a grievance.

A grievance must be submitted either verbally or in writing to IHS at (707) 205-5572 or mail to P.O. Box 183, Benicia, CA 94510. IHS staff will verbally or in writing respond to the grievance within 7 working days. 

Statement of General Principles

• Complaints must be fully described by the person with the grievance
• The person(s) should be given the full details of the allegation(s) against them
• The person(s) against whom the grievance/complaint is made should have the opportunity and be given a reasonable time to put their side of the story before resolution is attempted
• Proceedings should be conducted honestly, fairly and without bias
• Proceedings should not be unduly delayed.

Procedures

The following is a four-level process:

1. IHS staff attempts to resolve the complaint as close to the source as possible. This level is quite informal and verbal.

If the matter is not resolved

2. IHS staff notifies the IHS Executive Director (in writing) as to the substance of the grievance and states the remedy sought. Discussion should be held between staff/volunteer/client and any other relevant party. This level will usually be informal, but either party may request written statements and agreements.

This level should not exceed one week. If the matter is not resolved

3. IHS Executive Director must refer the matter to IHS Board of Directors. A grievance taken to this level must be in writing from the staff/volunteer/client.

IHS Executive Director will forward to IHS Board President any additional information thought relevant. IHS Board President will provide a written response to the staff/volunteer/client.

This level should not exceed one week following the next scheduled meeting.

If the matter is not resolved

4. The staff/volunteer/client will be advised to appeal to the Area Agency on Aging in writing at 275 Beck Avenue, Fairfield, CA 94533. The results of the grievance will be provided in writing within 30 days of receipt of the grievance.