Client Complaint & Grievance Policy

Effective Date: Feburary 1, 2023

Policy Statement:

Eric Osterlind is committed to providing quality client care and promoting client satisfaction.

Eric Osterlind’s clinicians and staff shall handle all client’s complaints and grievances consistently and in a timely manner.

Eric Osterlind shall track and trend complaints and grievances and implement necessary changes and process improvements.

Definitions:

Complaint is defined as a verbal expression of dissatisfaction by the client regarding care or services provided by Eric Osterlind which can be resolved at the point at which it occurs by the coach or clinician. Most complaints will have simple solutions that can be promptly addressed and are considered resolved when the client is satisfied with the action taken on their behalf.

Grievance is defined as a formal verbal or written expression of dissatisfaction with some aspect of care or service that has not been resolved to the client’s satisfaction at the point of service.  All verbal or written complaints of abuse, neglect, client harm or the risk of client harm, a violation of the Patient Rights and Responsibilities are examples of grievances. A verbal or written complaint sent to the client care team or any request from a client to treat a complaint like a grievance will be considered grievance.