CLIENT PROBLEM SOLVING PROCEDURE – TENNESSEE SERVICE AREA

Revised: 9/22/2014

If you have a complaint, concern, or problem with the way you have been treated by any of our staff while a client here, the following procedure is provided and recommended for your benefit with full assurance that under no circumstances will you or your family suffer any reprisals, or be penalized in any way.

• Reporting – Any client (or court-appointed guardian or committee, or other interested person on behalf of the client) who has a general complaint, concern, or problem is encouraged to report the complaint to any FH employee. Any employee initiating or receiving such report will make a verbal and written notice to the respective Department Head/Vice President. The Department Head/Vice President, after collaboration with the respective Senior Vice President, will meet as soon as practical with the client and any representative the client may choose. The Department Head/Vice President may also request others to attend the meeting. An attempt will be made to resolve the complaint informally. If informal resolution does not occur, the Department Head/Vice President will notify the client of the right to appeal. A written determination of the resulting action must be completed within 15 days of the receipt of the complaint.
• Unresolved General Complaints and Discrimination – If satisfactory resolution of the complaint cannot be reached informally (item #1 above), or in instances when the complaint is based on claims of discrimination in regard to race, sex, national origin, age, religion, handicap, or ability to pay, the client may make a written complaint to the President or Senior Vice President of Frontier Health, Inc., P.O. Box 9054, Gray, TN 37615. Such complaint must be made within 15 working days of the Department Head’s/Vice President’s determination (item #1 above) or the occurrence, if the complaint is based on discrimination. Failure to make timely appeal under this plan shall in no way prejudice a client’s right to seek other remedies available under applicable law. The President/Senior Vice President or designee will conduct an investigation as deemed appropriate and will make final determination regarding the complaint within 15 working days of receiving the complaint. The President’s/Senior Vice President’s or designee’s written determination and plan of action will be forwarded to the client, Office of Consumer Affairs & Advocacy, and appropriate staff. Such determination shall advise the client of the right to appeal to the appropriate regional or state office.
• Reporting of Complaints of Harm, Abuse, Neglect, or Exploitation – Any client, authorized representative, advocate, employee, or other interested person who has reason to believe the client has been harmed, abused, neglected, or exploited in a program shall immediately report such to the FH President or Senior Vice President 423-467-3600. The President/Senior Vice President or designee will review the complaint and take interim measures if needed to protect the client pending completion of the investigation. The President/Senior Vice President or designee will notify the TN Department of Mental Health & Mental Health Patient Rights Advisor. Two agency employees will be designated to investigate the complaint. This team will make an initial report to the President/Senior Vice President or designee within five working days. The President/Senior Vice President or designee will take appropriate action within three working days of receiving the report. A final report from the investigative team will be made within 15 working days of the receipt of the complaint. The client, the outside appeals office (if required), and employee(s) alleged to have been involved will receive written notice of the President’s determination. NOTE: The appropriate agency will be notified as to the unresolved complaint by the President/Senior Vice President or designee no later than the date on which the client is notified of his right to appeal.
• Outside Appeals: If the client or legal representative objects to the determination or proposed action of the President/Senior Vice President or designee, then he may appeal to one of the following agencies depending upon where he lives and/or the particular funding source of any specialized program in which he is enrolled (Tennessee only):

Tennessee Service Area: VA Residents: Call or write within fifteen (15) working days:

• Jeffrey Fox, Executive Director Highlands Community Services Board 610 Campus Drive Abingdon, VA 24210 Telephone: (276) 628-5067
• Nan Neese, Regional Advocate DBHDS – Office of Human Rights 340 Bagley Circle Marion, VA 23454 Telephone: (276) 783-1219 or (877) 600-7434

Tennessee Service Area: Tennessee Residents: Call or write:

• Mental Health Clients: Office of Consumer Affairs & Advocacy TN Dept of Mental Health & Substance Abuse Andrew Jackson Bldg 500 Deaderick Street, 5th Floor Nashville, TN 37243 Telephone: 615-532-6700 or 800-560-5767
• Substance Abuse Clients: State of Tennessee Division of Substance Abuse Services Andrew Jackson Bldg 500 Deaderick Street, 5th Floor Nashville, TN 37243 Telephone: 615-741-1921
• Vocational/Rehab Clients Division of Rehab Services 905 Buffalo Street Johnson City, TN 37605 Telephone: 423-434-6934
• TennCare Solutions Unit PO Box 00593 Nashville, TN 37202-0593 Telephone: 800-878-3192 TDD: 866-771-7043 TennCare Family Assist Service Ctr 866-311-4287
• Tennessee Department of Children’s Service 436 6th Avenue North Nashville, TN 37243 Telephone: 800-861-1935 Email: DCS.custsrv.tn.gov
• Intellectually or Developmental Delayed Clients: Regional Information Specialist DMRS East Regional Office Greenbriar Cottage 5908 Lyons View Drive Knoxville, TN 37919 Telephone: (865) 588-0508 Toll-Free: (888) 310-4613

CLIENT PROBLEM-SOLVING PROCEDURE – VIRGINIA SERVICE AREA

The following procedure is provided and recommended if you have a complaint, concern, or problem with the way you have been treated while receiving services at Frontier Health. This procedure is recommended for your benefit with full assurance that under no circumstances will you or your family suffer any reprisals, or be penalized in any way.

• Reporting – Complaints, concerns, or problems may be reported by you or your family if appropriate, authorized representative, guardian, or other interested person on your behalf, to any employee of Frontier Health, the Regional Advocate, or the Executive Director of the Planning District 1 Behavioral Health Services. Any employee receiving the information will make a verbal and written notice to the respective Department Head/Division Director.
• Informal Complaints – An informal complaint is an expression of dissatisfaction, grievance, or concern by you, or on your behalf to any employee of Frontier Health. Your complaint will be considered “informal” if a resolution is pursued without prior contact with the Human Rights Advocate and does not involve a complaint of discrimination, harm, abuse, neglect, or exploitation. The Division Director/Senior Vice President shall attempt to resolve your complaint within 5 working days. If the complaint is resolved to the satisfaction of you or your legally authorized representative, no further action is required. Any complaint that is not resolved to your satisfaction shall be referred to the Human Rights Advocate, which will activate a formal complaint process. You may contact the Human Rights Advocate at any time to pursue a formal complaint process.
• Formal Complaints: A formal complaint is an expression of dissatisfaction, grievance, or concern by you, or on your behalf that was not resolved in the informal complaint process or that has been brought to the attention of the Human Rights Advocate or involves harm, abuse, neglect or exploitation. The President/CEO or designee shall take immediate steps to protect you from harm, abuse, neglect or exploitation and will notify the appropriate state agencies. An immediate investigation shall be conducted. You shall receive a written notice, which includes the decision and an action plan within 10 working days following the receipt of the complaint. The written report shall be given to you, legally authorized representative if applicable, the Human Rights Advocate, and the Executive Director of Planning District 1 Behavioral Health Services and the investigating authority. If you are not satisfied with the decision and action plan, you may respond to the President/designee in writing within 5 working days after receiving the President’s written decision and action plan. You will receive a final decision by the President/designee within 10 working days. If you continue to be dissatisfied with the decision, you may choose to file a petition for a hearing with the local Human Rights Committee.

Outside Appeals – If you or your legally authorized representative objects to any decision or proposed action in regard to your complaint or concern, you may appeal to one of the following agencies:

Call or write within 15 working days:

Your Regional Advocate
Regional Advocate
DBHDS – Office of Human Rights
340 Bagley Circle
Marion, VA 23454
(276) 783-1219

Planning District 1
Sandy O’Dell, Executive Director
P.O. Box 1130
1941 Park Avenue, S.W.
Norton, VA 24273
(276) 679-5751
(877) 600-7434