OPC Board agenda 072605 - Laserfiche WebLink

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already contacted the provider directly OR does not feel comfortable in doing so , the complaint will be processed by the CSR. Consumers are not required to participate in the provider 's conflict resolution or complaint process before submitting a complaint to the OPC. 5 . The CSR will ask the complainant for permission to use his/her name during the complaint process . In the event the complainant does not grant permission to use his/her name, every effort will be made to protect the identity of the complainant and to protect the complainant from harassment or retaliation . 6 . The CSR will document the following information and any other elements required by DMH/DD/ SAS on the Consumer Complaint Form : ♦ Complainant ' s/Consumer ' s Demographic information — name, telephone number, address . etc , ♦ The complainant ' s concerns in his/her own words and what the complainant believes is necessary to resolve the complaint ♦ Indication of whether the complainant agrees to be identified during the complaint process ♦ Provider/practitioner information I . Complaints regarding POTENTIAL RIGHTS VIOLATIONS 1 . A consumer, legally responsible person, staff person or other individual observing the . alleged violation may file a complaint against a service provider or OPC staff. 2 . The CSR must notify the complainant orally or in writing within five days 1 of receiving the complaint informing the complainant that the complaint will be addressed directly by an Informal Review Process or through an investigation of the allegation . A . Informal Review Process 1 . The CSR will remain the point of contact for the complainant and will provide the complainant with information regarding how to contact the CSR to ensure that the complainant is given full opportunity to represent his/her concern during the review process . 2 . During the review process the CSR may confer with one of more of the following internal OPC divisions : ♦ Service Systems & Provider Community ♦ Quality Improvement ♦ Interim Services Director/Divestiture Coordination ♦ Care Management ♦ Finance Office 7 . The CSR will work with the assigned person from the appropriate division( s) to resolve the complaint to the satisfaction of the complainant . The CSR will complete a 1 All days are calendar days . If necessary, deadlines fall on the first business day after a weekend or holiday. (0