STEP 1: The complaint will be formally recorded in the Complaint Log and a member of the Quality Management Team will be assigned to investigate the complaint.
STEP 2: Within 48 hours the Quality Management Team Member will contact the Complainant to discuss his/her concerns and obtain additional information regarding the complaint made, if necessary.
STEP 3: Within 7 days of receipt of the complaint the Quality Management Team Member assigned to investigate the complaint will send a written response to the Complainant or individual. The Complainant will receive a complaint number, a summary of the complaint, name of individuals involved, the name and title of the individual assigned to investigate the complaint and an estimated timeframe for the resolution of the complaint.
STEP 4: Once the investigation is complete, the Complainant will be notified of the outcomes of the investigation via telephone. In addition, the investigator will mail the Complainant a formal written Complaint Resolution form. It is expected that all complaints will be investigated and resolved within 30 days of the receipt of the initial complaint from the Complainant.
If the Complainant is not satisfied with the initial resolution of the complaint, the Complainant can notify the investigator of the complaint and request an appeal.
STEP 1: Within 15 days of receiving the request for an appeal, the Service Director will re-address the complaint and provide a written response to the participant.
STEP 2: If all the above procedures have been followed and the Complainant is still not satisfied with to outcomes, the Complainant will then be referred to his/her Regional Resource Specialist for assistance. All investigative reports and supporting documentations will be forwarded to the Regional Resource Specialist for his/her review.
STEP 3: If all the above procedures have been followed and the Complainant is still not satisfied with the results.
If the Regional Resource Specialist is not able to resolve the complaint to the Complainant’s satisfaction within 15 days of receiving the information from the Service Director, the matter will be forwarded to the National TBI Management Center for further review and final resolution.