Purpose

At Family Tree Wellness, we are committed to providing high-quality care and services in a safe, respectful, and supportive environment. We encourage clients, families, and guardians to express any concerns or grievances regarding the care, treatment, or services provided. This policy outlines the procedures for filing, addressing, and resolving complaints in compliance with the New Jersey Division of Developmental Disabilities (DDD) standards.


Scope

This policy applies to all individuals receiving services, their families, guardians, staff members, contractors, and volunteers associated with Family Tree Wellness.


Definitions

• Complaint: Any expression of dissatisfaction about the care, treatment, services, or environment, made by or on behalf of a client.
• Grievance: A formal, written complaint that requires further investigation and resolution.
• Complainant: The person filing the complaint or grievance.

Procedure for Filing a Complaint

1. Informal Complaints

• Clients, family members, or guardians may raise an informal complaint by speaking directly with staff members involved in care. This allows for immediate feedback and resolution.
• If the issue cannot be resolved informally, the complainant may proceed to file a formal grievance.

2. Formal Grievances

Step 1: Submitting a Grievance

• A formal grievance can be submitted verbally or in writing to any staff member, a supervisor, or directly to the Grievance Officer. Written grievances can be sent via email, mailed, or dropped off at Family tree Wellness.
• The grievance should include the name of the person filing, a detailed description of the issue, and any suggested resolution.
• Grievances may be submitted anonymously, but anonymity may limit our ability to fully resolve the concern.

Step 2: Acknowledgment

• Upon receiving the grievance, Family Tree Wellness will provide written acknowledgment within 3 business days, confirming receipt and outlining the next steps in the investigation process.

Investigation & Resolution

1. Investigation

• The Grievance Officer or designated investigator will conduct a thorough and impartial investigation into the grievance within 10 business days of receiving the complaint. This may involve:
• Interviews with the complainant, relevant staff, and any other parties involved.
• Review of any relevant documentation, medical records, or service plans.

2. Resolution

• After the investigation is completed, a written summary of the findings, along with proposed resolutions, will be provided to the complainant within 30 calendar days.
• The proposed resolution may include corrective actions, policy or service adjustments, or other remedial steps to address the issue.

3. Appeal

• If the complainant is unsatisfied with the outcome, they may appeal the decision within 10 business days of receiving the resolution summary.
• Appeals will be reviewed by Family Tree Wellness management, and a final decision will be provided in writing within 15 business days of the appeal request.

Confidentiality & Non-Retaliation

• Confidentiality: All complaints and grievances will be handled confidentially. Information will only be shared with individuals directly involved in the investigation and resolution process.
• Non-Retaliation: Clients, family members, guardians, and employees are protected from retaliation for filing a complaint or grievance. Retaliation against anyone filing a grievance will not be tolerated and will result in disciplinary action.

Rights of the Complainant

Clients, families, and guardians have the right to:

1. File a complaint or grievance without fear of retaliation.
2. Have their concerns heard and addressed in a timely, respectful, and confidential manner.
3. Request assistance from an advocate, guardian, or representative to help file the grievance.
4. Appeal a grievance decision if they are unsatisfied with the outcome.
5. Report concerns directly to the New Jersey Division of Developmental Disabilities (DDD) if they feel their grievance has not been resolved satisfactorily by Family Tree Wellness.

External Complaints

If you are unsatisfied with the resolution provided by Family Tree Wellness, you have the right to file a complaint directly with:

• New Jersey Division of Developmental Disabilities (DDD)

Address: Division of Developmental Disabilities P.O. Box 726
Phone: 1-800-832-9173
Website: https://www.nj.gov/humanservices/ddd/

• New Jersey Department of Health (DOH)

Address: New Jersey Department of Health P.O. Box 360 Trenton, NJ 08625 - 0360
Phone: 1-800-367-6543
Website: https://www.nj.gov/health/


Record Keeping

All complaints and grievances, including the resolution process, will be documented and retained for 7 years. This documentation will be used for ongoing quality improvement and will be made available to the DDD or any other regulatory body upon request.


Policy Review

This Complaint & Grievance Procedures Policy is reviewed annually to ensure compliance with changes in law, regulations, and the needs of our clients. Changes to the policy will be communicated to all clients, families, and staff members.


Contact Information
For questions, concerns, or to file a grievance, please contact:
Family Tree Wellness
Phone: (347)560-4177
Email: familytreewellness@usa.com