Complaints Policy

Complaint Policy

POLICY:

It is the policy of Sunshine Farm that the people attending are encouraged to state complaints and/or grievances if they believe their rights have been violated, and to pursue a resolution to their concerns in a structured format that provides fair and equitable results through due process.

PROCEDURES:

Information

Individuals attending will be fully informed of the complaint procedures during their orientation to services. In addition, they will receive printed materials that will provide an overview of this process for later reference.

Informal resolution

Day-to-day issues affecting the people attending shall be resolved informally between the person served and the primary staff member responsible for his/her service coordination. If the complaint is not resolved to the satisfaction of the person attending, the administrator will adhere to the guidelines contained in this policy and assist the person attending in using the procedures necessary to resolve the concern.

Right to due process.

Individuals attending have the right to due process regarding complaints, and Sunshine Farm will afford every reasonable opportunity for informal and/or formal resolution of the complaint.

People who may bring complaints include, but are not limited to:

The person attending.

The guardian of the person attending.

The attorney, designated representative, or a representative of a rights protection or advocacy agency of the person attending.

Freedom from disciplinary action

The individual shall in no way be subject to disciplinary action or reprisal, including reprisal in the form of denial or termination of services, loss of privileges, or loss of services because of filing a complaint.

Right to due process.

Notices summarizing a person’s right to due process regarding complaints, including the process by which complaints may be filed and copies of forms to be used for such purpose, shall be available.
Informed of rights.

Each person attending will be informed of his/her right to complain and the right to be assisted throughout the process by a representative of his/her choice, in a manner designed to be understandable to the individual served.

During a formal complaint procedure, the person attending will have the right to the following:

Assistance by a representative of his/her choice.

Review of any information obtained in processing the complaint, except that which would violate the confidentiality of another person.

Presentation of evidence of witnesses pertinent to the complaint.

Receipt of complete findings and recommendations, except those that would violate the confidentiality of another person.

Purden of proof.

In all complaints, the burden of proof shall be on Sunshine Farm to show compliance or remedial action to comply with the policies and procedures established to ensure the rights of individuals served.

All findings of a formal complaint procedure shall include:

A finding of fact.

A determination regarding the adherence Sunshine Farm, or employee, or the failure to adhere to specific policies or procedures designed to ensure the rights of individuals attending.

Any specific remedial steps necessary to ensure compliance with organizational policies and procedures.

The steps of a formal complaint are as follows:

Formal grievances shall be filed first with the supervisor/director.

A copy of the complaint shall be forwarded to the administrator.

The administrator will meet with the individual, and/or representatives, immediately following the filing to brainstorm resolution of any related issues that may get in the way of full participation in services. Actions may include, but not be limited to, a change in activities, or an adjustment in programming schedules and/or program environments.

The organization will issue a formal written response to the complaint, and/or the designated representatives, within five working days, excluding weekends or holidays, of the complaint.

The steps to appeal a written response to a complaint:

If the individual is unsatisfied with the findings of the written response to a complaint, he or she may appeal the decision to the Administration within five days, excluding weekends or holidays.

The Administration will issue a formal written response to the individual, and/or the designated representatives, within five working days, excluding weekends or holidays, of the complaint.

If the individual is unsatisfied with the findings of the written response, he/she will be referred to a third party outside of the organization. Third parties may include organizations such as adult protective services, professional licensing boards, or other appropriate organizations that may serve as an advocate for the person served.

Staff training

All staff members of Sunshine Farm will be trained in the implementation of this policy and procedures during orientation and will receive ongoing training of the procedures to ensure the process is applied in a comprehensive manner is a complaint is filed.

Safe from disciplinary action.

Complaints regarding the actions of specific staff members will be handled in accordance with personnel rules and contract provisions. No disciplinary action may be taken, nor facts found regarding any alleged employee misconduct, except in accordance with applicable personnel rules and labor contract provisions.

Reporting.

A complaint Log will be written by the administrator detailing the nature of the complaint, relevant information obtained in the investigation, and the outcome of the process. This will be completed within 5 days of the resolution of the complaint and shared with Community Living B. C. if deemed appropriate.

All information contained will maintain the confidentiality of the participants in the process. This record will be reviewed annually by the Administration to determine if there are trends in the complaints, and to identify areas to initiate performance improvement activities.

Written by Sher Alcock
Reviewed by Mona Johannson