Management Services Division - WA State Dept. of Health

The purpose of this policy is to enact a standard Department-wide administrative policy and procedures for processing of certain complaints from Health Department clients in a consistent and fair manner, with respect for employees and clients.

Scope:

This policy and procedures shall apply to any client complaint about Health Department service delivery or programs that cannot be addressed through an alternate and more appropriate policy and procedure. Where an alternate appropriate policy and procedure exists for addressing a complaint, it will be used. Specifically, dissatisfaction with the outcome of permit applications or other regulatory decisions should not be addressed through this policy.

Philosophy:

The Health Department seeks to deliver high quality services in a manner that will earn the respect and confidence of our clients. In doing so, we are committed to efficiency, effectiveness, honesty, integrity and quality improvement. We recognize, however, that clients may not always be satisfied with the service they receive, and we desire to address any dissatisfaction with review and discussion in an attempt to identify areas for possible improvement. Such review and discussion should be carried out as close to the point of service as possible. Staff should always make every reasonable effort to satisfy clients, but without compromising their duty to protect the public health.

Covered Clients:

Any person seeking service or information from any employee or program of the Health Department is potentially covered by the provisions of this policy.

Covered Employees:

All regular, trial service and temporary employees are covered by the provisions of this policy, as are volunteers, students and/or other persons conducting work for the Health Department.

Definitions:

Complaint - Any problem perceived by a client about a specific program of the Health Department or service delivery provided by a covered employee.

Day - A day is defined as a work day, exclusive of weekends and official holidays, unless otherwise specified as a calendar day.

Health Officer - The physician employed in this position by the Health Department Board of Health in accordance with Washington State law.

Expectations for Employees Providing Service:

All employees are expected to provide service, which is responsive to client requests in a courteous, efficient and respectful manner. Employees are similarly entitled to be treated with respect and courtesy by clients. In addition, employees are entitled to access to supervisory assistance, as needed, when dealing with dissatisfied clients and to appropriate training when need is identified. Employees should have the opportunity to respond freely to any written or oral complaints by clients when such complaints are directed at them.

Expectations for Clients Receiving Service:

Clients are entitled to be treated with respect, courtesy, efficiency and honesty by employees and are expected to similarly treat employees.

Clients are entitled to receive service that is responsive to their requests, is in accordance with any applicable program standards and complies with any applicable Department, Local, State or Federal policy, law, or regulation. Clients are also entitled to have a complaint heard in accordance with the following procedures.

Client complaint Procedures:

Phase I Procedures for Addressing the Complaint

1. Any client wishing to report a complaint should first discuss the problem with the employee involved. If the problem is not resolved to the satisfaction of the client by this discussion, and the client indicates a desire to take the complaint forward, then the client should be referred to the employee's supervisor for further discussion.

2. If discussion with the supervisor fails to satisfy the client, and the client indicates a desire to take the complaint forward, the client should be referred to a higher level of management, as judged appropriate, for further discussion.

3. Staff, supervisors and managers should make every effort to resolve the complaint by oral discussion, with documentation in the service record generally recommended. If the client asks to make a written complaint, then the Client Complaint Form should be used. The client may be given the option of completing the form or having it completed by staff.

4. If, after discussion at the supervisory/manager level reporting directly to the Health Officer, the client continues to voice dissatisfaction and a desire to take their complaint forward, the Client Complaint Form will be forwarded to the Health Officer, together with a completed copy of the Health Department Staff Response Form. The supervisor or manager reporting directly to the Health Officer is responsible for ensuring completion of both forms and getting all relevant materials to the Health Officer within a reasonable period of time, usually no more than 10 days from the date of completion of the Client Complaint Form.

Phase II Procedures for Addressing the Complaint

Following submission of a written Client Complaint Form and Health Department Staff Response Form to the Health Officer, further review occurs as follows:

1. The Client Complaint and Health Department Staff Response Form are received in Administration by the Health Officer for record keeping and tracking. This information is considered confidential and accessible only to persons with a need to know the information. Any person directly involved with the complaint will have access to all such information.

2. The Health Officer may conduct further inquiry into the complaint, such as seeking clarification of information contained in either the Client Complaint form or Health Department Staff Response Form. The Health Officer may involve or designate other Administration staff, such as the Human Resources Manager or Deputy Administrator, depending on the nature of the complaint.

3. The Health Officer and/or designee will respond to the client in writing, within a reasonable time period, which will usually be no more than fifteen days from receipt of the Complaint Forms. Copies of the response will be sent to all persons involved with the complaint.

Responsibility:

A. Health Officer or his/her designee:

Has overall responsibility for assuring that this policy and procedures are implemented in the Health Department.

B. Managers/Supervisors:

Have responsibility for assuring that they and their respective staff know about, understand and comply with this policy and procedures.

C. Employee/Staff:

Have responsibility for reading, understanding and complying with this policy and procedures.

D. Client:

Has responsibility for providing relevant and accurate information/documentation as requested in a timely manner.

Record Retention:

All written client complaint records and associated documents shall be maintained by Administration for a period of at least three years.

Confidentiality:

All client complaints and associated documents are considered confidential to the extent allowed by law and shall not be disclosed to persons without a need to know. Any person directly involved in the complaint will have access to written complaints and associated documents.

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Last Update : 10/07/2004 03:15 PM
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