Purpose

This policy establishes a formal process for individuals receiving services, their families, or legal representatives to express concerns or dissatisfaction regarding the services provided by The Secure Attachment Initiative. We are committed to resolving issues promptly and respectfully.

Policy Statement

The Secure Attachment Initiative is dedicated to ensuring that all individuals receiving services have the opportunity to voice concerns and grievances in a timely and respectful manner. We aim to address and resolve issues promptly to maintain a high standard of care and service.

 Scope

This policy applies to all individuals receiving services, their families, or legal representatives who wish to file a grievance related to the services provided by The Secure Attachment Initiative.

 Definitions

·      Grievance: A formal complaint made by an individual or their representative regarding the services provided.

·      Grievant: The individual or their representative who files the grievance.

·      Respondent: The individual or department within The Secure Attachment Initiative responsible for addressing the grievance.

Procedure for Filing a Grievance

Step 1: Facility Grievance Process

Grievances should first be submitted directly to The Secure Attachment Initiative so that we may address and resolve concerns.

·      Submission: Grievances should be submitted in writing to our internal HR representative HR@secureattach.org or verbally if the individual requires assistance at 719-645-2551.

·      Acknowledgment: Upon receipt of a grievance, The Secure Attachment Initiative will acknowledge receipt within 72 business hours.

·      Investigation: The grievance will be investigated promptly and thoroughly.

·      Resolution: A written response will be provided to the grievant within 30 days outlining the findings and any actions taken.

Appeal Process

If the grievant is not satisfied with the resolution, they have the right to appeal the decision to the BHA or DORA as outlined below.

Step 2: External Grievance Options

If an individual is not satisfied with the resolution of their grievance or wishes to file a complaint externally, they may contact the following agencies:

Colorado Behavioral Health Administration (BHA)

Email: CDHS_BHA_complaint@state.co.us

Online: https://cobha.gov1.qualtrics.com/jfe/form/SV_a8yQzVfKLRrH7AW?Q_Language=EN

·Phone: (303) 866-7191

Colorado Department of Regulatory Agencies (DORA)

Website: https://dora.colorado.gov/file-complaint

Phone: (303) 894-7855

Mailing Address: 1560 Broadway, Suite 110, Denver, CO 80202

Colorado Department of Health Care Policy & Financing (HCPF)

Website: https://hcpf.colorado.gov/county-member-complaints

Phone: 1(800) 221-3943

Confidentiality

All grievances will be handled confidentially, and information will be disclosed only to those necessary to investigate and resolve the issue, in accordance with applicable laws and regulations.

Non-Retaliation

The Secure Attachment Initiative prohibits retaliation against any individual who files a grievance in good faith. Any retaliatory actions will be subject to disciplinary measures.

Documentation and Record Keeping

All grievances and their resolutions will be documented and maintained in accordance with The Secure Attachment Initiative's record-keeping policies and applicable regulations.

Training and Awareness

Staff will be trained on this grievance procedure to ensure they are equipped to assist individuals in filing and resolving grievances.