Clients and guardians in services at RCG may from time to time encounter issues impacting the services provided. It is imperative that such concerns are addressed promptly. The term “Compliance & Ethics Inquiry” encompasses any complaint, issue, or concern raised by an active RCG client and/or guardian pertaining to service delivery, health and safety, communication and collaboration, or any other factor that may adversely affect the continuity of services. The RCG Compliance & Ethics Inquiry process is designed to ensure a fair, orderly, and expeditious resolution of such issues or complaints, through a comprehensive review process.
At RCG we are very dedicated to the community we serve and make every effort to ensure our entire team is caring and partnering with our clients, guardians, and families. We encourage the client and guardian to discuss any matter of concern regarding the services delivered by the RCG team with the Clinical Supervisor assigned to the case for the purpose of resolving a concern. We ask that you respect after-hours and privacy and refrain from calling your therapy team outside of working hours unless it is absolutely necessary. Please note, all communication related to the clients scheduled therapy sessions, cancellations, and all other routine communication should be directed to your center Coordinator and or Clinical Supervisor by emailing [email protected] or [email protected]
Early and immediate resolution of concerns and conflicts is strongly encouraged, and a meeting may be scheduled with the client, team member, clinical supervisor, and the designated compliance management team to assist in reaching a satisfactory resolution. RCG will deal with Compliance & Ethics Inquiry as expeditiously and fairly as possible. Compliance & Ethics Inquiry and the proceedings under this policy will be treated with the greatest degree of confidentiality possible. However, limitations on confidentiality may include the company’s obligations to investigate grievance allegations, provide individuals accused of misconduct an opportunity to respond, inform appropriate individuals of the imposition of corrective action, or to fulfill duties imposed by law.
We recognize that at times our clients and families will need to provide us with feedback concerning their therapy team. As appropriate please follow the grievance procedure listed below:
STEP ONE: Please communicate with your Clinical Supervisor (if applicable) about any concern pertaining to the direct service provider, clinical program, or other initial concerns; this may include making an appointment to meet with your Clinical Supervisor. If your concerns are not addressed or you have concerns about the Clinical Supervisor, please proceed to STEP TWO.
STEP TWO: If you feel like the issue/concern has not been resolved please fill out a Compliance & Ethics Inquiry: Within two (2) business days of receipt of the submitted inquiry, the compliance team will respond.
Clients & Guardians can file grievances for any of the following problematic concerns including human rights:
Allegations of abuse
Allegations of neglect
Allegations of exploitation
Health and safety concerns
Challenges with therapy team
Unresolved concerns with communication
This list is not exhaustive. However, we encourage clients and families to try and resolve minor issues informally before they resort to a Compliance & Ethics Inquiry.
