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OPC Area Program Policy and Procedure <br /> Subject : Consumer Complaints Area Board Approved : <br /> Policy Manual : Administrative Revision Date . <br /> Policy : <br /> OPC is committed to quality service provision and achieving a high level of consumer <br /> satisfaction . OPC will facilitate positive resolution of complaints by providing a <br /> systematic process of review, which is reasonable, timely and thorough . <br /> Definition : <br /> A complaint is any verbal or written expression of concern with the provision of public <br /> mental health, developmental disabilities or substance abuse services that the <br /> complainant perceives as a problem . Complaints may fall into any of the following three <br /> categories : Potential Rights Violations , Administrative Issues & Service Quality or <br /> Clinical Service Decisions . <br /> Examples of complaints may include, but are not limited to the following : <br /> 1 . alleged violations of the rights of individuals or groups including cases of alleged <br /> abuse, neglect or exploitation ; <br /> 2 . concerns regarding the quality of services or the conduct of service providers ; <br /> 3 . disagreement with OPC administrative or service policies ; <br /> 4 . concerns regarding the use of restrictive procedures ; <br /> 5 . concerns regarding failure to provide needed services that are available ; <br /> 6 . concerns regarding the release of protected health information without consumer <br /> consent . <br /> 7 . concerns regarding ability to pay or fee determination <br /> Procedures : <br /> 1 . Consumers will be informed of their right to make a complaint upon admission into <br /> any OPC program or any program located in the OPC catchment area. Information <br /> regarding OPC ' s complaint process will be included in the OPC Consumer <br /> Handbook, which will be made available to consumers and legally responsible <br /> persons upon entry into the OPC service system . <br /> 2 . A complaint may be presented orally or in writing to an OPC Customer Service <br /> Department Representative ( CSR) . The CSR will assist a complainant who requests <br /> assistance in filing the complaint and will provide information describing the <br /> complaint process and how to contact advocacy groups . <br /> 3 . Should the CSR receiving the complaint have a conflict of interest, he or she will <br /> refer the case to another CSR who does not have prior knowledge or conflict of <br /> interest . <br /> 4. The CSR will inquire as to whether the concern has been communicated to the <br /> provider and, if not , will encourage the complainant to do so . If the consumer has <br />