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Comprehensive Therapy Center
Complaint Policy and Procedure
Clients in the school systems and
mental health agencies follow their established polices.
For Therapy and Fun clients, we have
established the following policy. Clients are encouraged to
voice comments and concerns to our staff. However, we
realize that there are times when a formal process is
required to promote proper resolution of the questions or
concerns that a client may have. Therefore, CTC has provided
a complaint procedure.
Procedure:
Step 1 – The client should speak with a staff member
regarding their complaint. If a parent of a Therapy and Fun
client addresses a concern or complaint to a volunteer or
activities staff member, they should be referred to the
Therapy and Fun Director, Program Coordinator, or a
therapist. The CTC staff member shall contact the Therapy
and Fun Director to inform him/her of the complaint. The
Therapy and Fun Director will respond to the complaint
within 24 hours.
Step 2 – If the client feels that Step
1 did not resolve his/her complaint, then the Therapy and
Fun Director will advise the client to complete a complaint
form the next day. The form is available by request and is
available in our office and on this website page. The
complaint form will be sent to the Executive Director.
Step 3 – The Executive Director will
call the client within 24 hours to discuss the complaint.
The Executive Director will respond to the complaint
accordingly. A plan to solve the issue will be in place
within 24 hours.
Step 4 – Should the Executive Director
fail to solve the problem or should the client is
dissatisfied with the Executive Director’s response, the
client may appeal to the Board of Directors within 24 hours.
Step 5 – The Board Directors will
respond with 48 hours. The response and resolution from the
Board of Directors shall be written and conclusive. |
