Member Grievance Procedure

Member Grievance Procedure - Caring Connections for Special Needs, LLC

Last updated: 6/2020

The following is a detailed list of member grievance procedures (click on English or Español below):

All member communication is to be treated with respect and consideration by CCSN employees. Any member who believes that he/she has not received satisfactory treatment/services has the right to express their dissatisfaction. 

When an employee receives a complaint or concern from a member, it is the employee’s responsibility to report the complaint/concern to their supervisor or provide the member with the supervisor’s contact information. The supervisor will provide timely follow up with the member to remediate the issue. No member will be discharged or discriminated against in any way for initiating or participating in a complaint or concern.

If a member believes that they have been improperly denied services by a CCSN office or the CCSN office is in violation of the Behavioral Health Act, Instruction or Guidelines, or are dissatisfied with the manner or quality of the services provided, the member is entitled to make a formal complaint pursuant to the Procedure below:

Grievance Procedure:

LEVEL ONE: You should make your complaint orally or in writing within five (5) days of the incident, to the immediate supervisor of the employee working with the member. The supervisor will contact you with a decision within five (5) business days of receipt of the complaint.

LEVEL TWO: If you and the supervisor are unable to resolve the complaint, your next step is to complain, orally or in writing within seven (7) days to the Quality/Compliance Manager. Please call 520-686-9436, extension 1005. The complaint will be reviewed and you will receive a response within ten (10) business days of the receipt of the complaint.

LEVEL THREE: If you are still unable to resolve the complaint, then you may have your complaint considered by the CCSN Chief Administrative Officer within ten (10) days of the Level Two response.

Caring Connections for Special Needs, LLC
Chief Operating Officer and Integrator
Shannon Casey
921 S. Prudence Rd.
Tucson, AZ 85710
520-639-9008

Direct Appeal for Complaints about Quality of Assistance:

If you are dissatisfied with the assistance we have provided you, you are entitled to give your complaints directly to the offices listed below:

Bureau of Medical Facilities Licensing
150 N. 18th Ave., Suite 450
Phoenix, AZ 85007
602-364-3030

AHCCCS
801 E. Jefferson St.
Phoenix, AZ 85034
602-417-6600

Toda la comunicacion con el paciente sera tratada con respeto y consideracion por los empleados de CCSN. Cualquier paciente que crea que el/ella no recibio tratamiento servicios satisfactorios tiene el derecho de expresar su agravio a un administrador apropiado. Cualquier empleado que reciba una queja, repuesta o narracion de consequencia es responsible de comunicarlo a un administrador apropiado de CCSN. Ningun paciente sera despedido de servicios o discriminado en cualquier manera por ver iniciado o participado en una queja o investigacion.. Si usted cree que asistencia terapuetica ha sido impropiamente negada por esta oficina, o que esta oficina esta en violacion del Behavioral Health Act, Instrucciones o Guias, o si usted no esta satisfecho con la manera o calidad de la asistencia que le hemos proveado, tiene el derecho de hacer queja , conforme al Procedimiento del Agravio de Paciente.

Procedimiento de Agraves:

PRIMER NIVEL: Deberia hacer su agravio oralmente o escrito dentro de cinco (5) dias del incidente, al supervisor del empleado trabajando con el paciente. Deberia hacer su agravio oralmente o escrito dentro de cinco (5) dias del incidente, al supervisor del empleado trabajando con el paciente.

SEGUNDO NIVEL: Si usted y el administrador no pueden resolver el agravio, su paso siquiente es de hacer su agravio, oralmente o escrito dentro siete (7) dias a un Gerente Administrativo de CCSN. El Gerente Administrativo en su area se puede contactar llamando al numero siguente (520) 686-9436. El Director Regional considera su agravio o designarla alguien de hacerlo.

TERCER NIVEL: Si todovia no se puede resolver su agravio, entonces puede tener su agravio considerado por CCSN Director Administrativo dentro de dies (10) dias. El nombre/informacion de la Director Administrativo es:

Caring Connections for Special Needs, LLC
Chief Operating Officer and Integrator
Shannon Casey
921 S. Prudence Rd.
Tucson, AZ 85710
520-639-9008

Apelacion Directa para Agravios Sobre La Calidad de Asistencia:

Si usted esta descontento/a con la asistencia que le hemos proveido, tiene el derecho de dar sus agravios directamente a las oficinas notadas debajo:

Bureau of Medical Facilities Licensing
150 N. 18th Ave., Suite 450
Phoenix, AZ 85007
602-364-3030

AHCCCS
801 E. Jefferson St.
Phoenix, AZ 85034
602-417-6600