Policy Statement

First Alliance Healthcare of Ohio is committed to ensuring that all clients are treated with dignity, respect, and fairness. The organization upholds the rights of clients as outlined in Ohio Code 5122-26-18 and provides a clear process for addressing grievances. This policy ensures compliance with applicable laws and promotes a safe, respectful, and equitable healthcare environment.

1. Client Rights:
Clients of First Alliance Healthcare of Ohio have the right to:
1.1 Be treated with respect and dignity in a clean, safe, and supportive environment free from discrimination based on race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected status.
1.2 Receive individualized care that respects their personal preferences, cultural values, and belief systems.
1.3 Be informed about the services available, including the nature, purpose, and potential risks and benefits of treatment.
1.4 Participate in decisions regarding their care, including the right to refuse treatment unless it is court-ordered.
1.5 Be informed about fees and payment expectations prior to receiving services.
1.6 Expect confidentiality of personal and medical information, except as required by law.
1.7 Access their own medical records within the boundaries of applicable laws and policies.
1.8 Be informed about their rights and responsibilities as a client, including the grievance procedure.
1.9 Express concerns or grievances about their care without fear of retaliation or loss of services.
1.10 Receive assistance in accessing advocacy and legal representation, if needed.

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2. Grievance Procedure:
First Alliance Healthcare of Ohio has established a fair and transparent grievance procedure to address client complaints effectively and efficiently.

Step 1: Informal Resolution 

2.1 Clients are encouraged to first address their concerns directly with the staff member involved, if appropriate and comfortable.
2.2 If the issue cannot be resolved informally, the client may proceed to file a formal grievance.
Step 2: Filing a Formal Grievance

 2.3 Clients may submit grievances verbally or in writing to the Grievance Coordinator. Assistance will be provided if the client has difficulty submitting the grievance.
2.4 The grievance should include:

• The date of the incident

• A description of the issue

• The names of individuals involved (if known)

• The desired resolution

2.5 The Grievance Coordinator will acknowledge receipt of the grievance within five (5)
business days.
Step 3: Investigation 2.6 The Grievance Coordinator will conduct a thorough investigation of the complaint, which may include:

• Interviews with the client and relevant staff

• Review of relevant records and documentation

2.7 The investigation will be completed within twenty-one (21) calendar days of receipt of the grievance, unless additional time is needed. In such cases, the client will be notified in writing of the delay and the expected completion date.
Step 4: Resolution 

2.8 The Grievance Coordinator will provide the client with a written
response detailing:

• The findings of the investigation

• Actions taken to resolve the issue, if applicable

• Information on further appeal options, if the client is not satisfied with the resolution

Step 5: Appeal

2.9 If the client is dissatisfied with the resolution, they may appeal the decision
to the Executive Director or designee. The appeal must be submitted in writing within ten (10) calendar days of receiving the resolution.
2.10 The Executive Director or designee will review the appeal and provide a written decision within fourteen (14) calendar days. This decision is final.

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3. Documentation and Confidentiality:
3.1 All grievances and related documentation will be maintained in a secure file separate from the client’s medical records.
3.2 Grievance records will be retained for at least seven (7) years, in accordance with applicable laws.
3.3 Confidentiality will be maintained throughout the grievance process, except as required to conduct the investigation or comply with legal obligations.

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4. Accessibility:
4.1 This policy and procedure will be:

• Provided to all clients at the time of intake

• Posted in public areas within the facility

• Available in alternative formats or languages upon request to ensure accessibility

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5. Oversight and Compliance:
5.1 The Grievance Coordinator is responsible for monitoring compliance with this policy and ensuring that grievances are resolved promptly and appropriately.
5.2 Regular reviews of grievances will be conducted to identify trends and areas for
improvement in service delivery.

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Joenisha Sanders, Client Rights Officer
11201 Shaker Blvd., Suite 308
Cleveland, Ohio 44104
(216) 417-8813