PA-CR 3 - Grievance Procedures*
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:
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.
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.