CLIENT

See service recipient.		  
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  STAKEHOLDER

Any person, group, or organization that has a vested interest in the services provided by the organization. Examples: clients, consumers, personnel, funding organizations, referral organizations, vendors, and governmental bodies.		  
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  GRIEVANCE

See COMPLAINT 		 
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  SERVICE

One or more organization-operated programs or activities that have a common general objective and deploy the organization's material and human resources in a planned and systematic manner. An organization that publicly promotes or identifies itself in writing as offering a service, is licensed to deliver a service, assigns personnel and/or space to a service, or allocates financial resources to a service is considered to offer that service.		  
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  COMPLAINT

An expression of verbal or written dissatisfaction that can include, but is not limited to, services, manner of treatment, outcomes, or experiences. For employees or volunteers, dissatisfaction can include personnel matters such as supervision, evaluations, promotions or demotions, the work environment, and overall treatment. The term is synonymously used with GRIEVANCE.		  
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  PROCEDURES

Written instructions that outline the steps for performing a task(s) or operationalizing an administrative or service delivery process. A procedure can be written as a step-by-step set of instructions or as a narrative description of a process. A procedure tells someone how to do something not just what to do.

Unlike policies, procedures do not need to be approved or reviewed by the governing body, and need not be associated with a specific policy. For example, whereas a broad anti-discrimination policy requires grievance or other procedures in order to be operationalized within an organization, assessment procedures do not require a governing body approved assessment policy.

Note: Procedures are sometimes referred to as administrative policies.

  
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  MANAGEMENT

See ADMINISTRATION		  
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  CRITERIA

Systematically developed, objective, and quantifiable statements used to assess the appropriateness of specific decisions, services, and outcomes.		  
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Client Rights
  
Private Org Public Agency  

PA-CR 3: Grievance Procedures*

 

The agency maintains a formal mechanism through which applicants, clients, and other stakeholders can express and resolve grievances, including denial of service, which includes:

  1. the right to file a grievance without interference or retaliation;
  2. timely written notification of the resolution and an explanation of any further appeal, rights or recourse; and
  3. at least one level of review that does not involve the person about whom the complaint has been made or the person who reached the decision under review.
Update: Revised Standard - 03/01/11; Update: Added First Interpretation - 06/01/10

PA-CR 3 Original Standard:

The agency maintains a formal mechanism through which applicants, clients, and other stakeholders can express and resolve grievances, including denial of service, which includes:

  1. the right to file a grievance without interference or retaliation;
  2. timely written notification of the resolution and an explanation of any further appeal, rights or recourse;
  3. at least one level of review that does not involve the person about whom the complaint has been made or the person who reached the decision under review; and
  4. the right of the consumer or a family member to be heard by a panel or person delegated to review responsibility.
related PA-RPM 2.02

Interpretation: Agencies providing Adult Guardianship should ensure that an advocate is appointed to assist the individual in navigating the grievance process.

Interpretation: For networks, grievance procedures for persons served by the network include provisions for filing and appealing grievances related to the network management entity, owner and provider organizations, and independent practitioners.
Note: For networks, appeals of denials of service authorizations are addressed in Utilization Management standards PA-NET 7.08 and PA-NET 7.09. An appeal of a denial of service authorization is, in effect, a request for a second opinion, and as such, does not imply that a person's rights were denied. However, if the appeal is denied, the person making the appeal might file a complaint or grievance if they believe the network's procedures or criteria for placement were not followed. For example, if the appeal was not addressed within the network's time requirements, or if the person believes that the criteria were misapplied, then the person may resort to the complaint or grievance process.
Note: Please see Template: Grievance Procedure Tool in the Tools Index for additional assistance with this standard.
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PURPOSE: The rights and dignity of clients are respected throughout the agency.
 
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