Grievance Policy and Procedure for Clients

Deaconess Nurse Ministry respects every client’s right to a clear and fair process for clients to voice
concerns, complaints, and disagreements with the organization’s actions and decisions. The following
procedures are to be shared with all staff and volunteers interacting with clients:

  • All clients will receive a copy of this policy, along with client’s rights and responsibilities when
    they start receiving services.
  • Employees are to make sure clients understand their right to file a grievance at any time during
    the services and that retaliation such as end to services is not permitted due to grievance being
    filed.
  • If a client brings up to an employee a complaint, problem or issue with services received, the
    employee can first see if the situation can be resolved with the employee and/or a supervisor.
  • If the complaint can not be resolved informally, the employee is to direct the client to the
    grievance process and provides support on filing it. If the grievance is with the employee, the
    client can call the Executive Director or Clinical Supervisor for support. If the grievance is with
    the Executive Director, the board chair will be called for support and resolution.
  • The client can either put in writing on the grievance form or call the Executive Director or
    Clinical Supervisor with the complaint. The Clinical Supervisor will contact the client making the
    grievance and work with them toward a resolution.
  • If a resolution can be found, the Clinical Supervisor will follow up the resolution with client in
    writing.
  • If resolution cannot be met through this process, the grievance is to go to Executive Director for
    final review and determination.
  • The final response from the Executive Director is to go in writing to the client with the grievance.
  • The written response must include information that the client may still receive services and will
    not be retaliated against for the grievance.
  • If the grievance shows that the actions taken by employee(s) was incorrect or violated policy or
    procedures, that employee may receive corrective action. If the grievance shows that policies or
    procedures are harmful or against internal, contract, state or federal laws, Deaconess Nurse
    Ministry will take steps to change and address the policies and procedures. If the grievance has
    the appearance of violating any state or federal laws, state and/or federal authorities will be
    notified.
  • All grievances will be addressed within 30 days and be kept on files for 10 years in a secure and
    confidential location in the office of Deaconess.