Orange County NC Website
Browse       Search
ORANGE COUNTY HEALTH DEPARTMENT <br />Board of Health Policy and Procedure Manual <br />Section I. Board Adopted Policies <br />Policy H: Policy and Procedure for Complaints <br />Reviewed By: Board of Health <br />Approved By: Board of Health, Health Director <br /> <br /> <br />Review Annually (July) Page 1 of 1 <br />Original Effective Date: February 28, 2008 <br />Revision Dates: 11/2013, 11/2014, 8/2015 <br /> <br />\\kingcharles\Depts_AH\HEALTH\MANAGERS WORKING FILES\BOH\Policies and Procedures\BOH Policy Manual\Annual <br />Review\Track Changes\I.H Complaint Policy BOH_DRAFT Aug 2015.doc <br /> <br />Policy I.H. <br />The Board of Health and Health Department staff will ensure that a mechanism exists for <br />complaints to be considered and resolved from clients, patients, or residents regarding <br />services delivered by the Health Department. <br /> <br />Purpose <br />The purpose of this process is to ensure that the Orange County Board of Health and Orange <br />County Health Department have reasonable means in place to ensure that timely appeals can <br />be heard from clients, patients, or members of the public. <br /> <br />Guidelines <br />1. The Department will follow all provisions and requirements outlined by North <br />Carolina General Statutes governing Health Departments, including but not limited to <br />GS 130A. <br />2. If any provision of the following procedures is in conflict with General Statutes, the <br />current Statute will govern. <br /> <br />Procedures: <br />1. Procedure for a General Complaint <br />a. A complaint shall be made either verbally or in writing to any staff member in the <br />Health Department. <br />b. The staff member receiving the complaint shall attempt to resolve the complaint. <br />c. If the complainant is not satisfied, the staff member shall provide contact information <br />for the most closely aligned Division Director. <br />d. The Division Director will contact complainants within one working day and attempt <br />to resolve the complaint. <br />e. If the complainant is not satisfied, the Division Director shall provide contact <br />information to the complainant for the Health Director. <br />f. The Health Director will attempt to contact complainants within one working day and <br />attempt to resolve the complaint. <br />g. If the complainant is not satisfied, the Health Director will provide the complainant <br />with the time and date of the next regularly scheduled Board meeting and invite the <br />complainant to speak to the Board. The Board Chair and Vice-Chair shall be <br />informed prior to the meeting. A summary of actions taken to date along with a <br />description of the complaint will be provided to the Board in the agenda packet. <br /> <br /> <br />