Patient Grievances


High Plains strives to provide the best care possible for our Medical, Dental, and Behavioral Health patients. To ensure effective care and service, High Plains takes patient complaints seriously. We maintain policies and procedures to resolve patient complaints in a timely and equitable manner. All complaints are considered confidential. Patients have the right to a grievance procedure when they believe their rights have been violated. There will be no consequences or retaliation to patients who file grievances.

Steps To Take If You Have A Grievance

1. The patient should attempt to work out the difficulty in the following order:
a. with the particular staff member with whom the problem occurred
b. with that staff member's supervisor
c. with the outreach worker serving as a patient representative (or choose any other person to assist them as a representative during any stage in the procedure)
d. with the vice president of the department affected

2. If resolution cannot be reached, the Vice President of the department with the grievance will offer the patient a Grievance Form and notify the Quality Improvement Coordinator that the grievance process has started. If necessary, the patient may be referred back to the patient representative for assistance in completing the form.

3. The departmental VP will review the written grievance, if necessary, obtain further information and will provide an answer and its basis in writing within five (5) working days of receiving the form. If the patient agrees in writing, the VP may take longer to resolve the grievance than the five (5) day period. The patient must put the amount of additional time to be granted in writing.

4. If the patient grievance has not been resolved after these steps, the grievance will then go to the Chairperson of the High Plains Community Health Center Board of Directors. The Chairperson will review the grievance and involve other board members or staff as needed. The Chairperson will provide an answer in writing within five (5) working days of receiving the grievance. If the patient agrees in writing, the Chairperson may take longer to resolve the grievance than the five (5) day period. The client must put the amount of additional time in writing.

5. Response timeliness will be monitored by the Quality Improvement Coordinator until resolution.

6. If the patient grievance has not been resolved after these steps, then all center procedures have been exhausted. Patients have additional rights to appeal their grievance through other governmental agencies as well as the court system.

7. When the above process has been completed, all grievances will be given to the Quality Improvement Coordinator. The Quality Improvement Coordinator will perform a year end review of all grievances to identify patterns and risks to present to the Quality Assurance/Quality Improvement Committee of the Board of Directors.

For help filing a grievance or appeal related to Medicaid benefits:
Ombudsman for Medicaid Managed Care
Phone (Denver Metro Area): 303.830.3560
Phone (All other areas): 1.877.435.7123
help123@maximus.com

For help understanding options for long-term care, help choosing a long-term care facility, or have a complaint about care at a nursing home or assisted living residence:
Long Term Care Ombudsman
1.800.288.1376
Website

For help filing a grievance for medical malpractice:
The U.S. Department of Health & Human Services
Hubert H. Humphrey Building
200 Independence Avenue, S.W.
Washington, D.C. 20201
Toll Free Call Center: 1.877.696.6775

For help filing a grievance for mental health and behavioral health services:
Mental Health Ombudsman Program of Colorado
190 E. 9th Avenue Suite 320
Denver, CO 80203
Phone: 303.830.3560 / 1.888.876.8864 (TTY)
Toll Free: 1.877.435.7123 Fax: 303.832.8352

Department of Regulatory Agencies
Division of Regulations
Mental Health Section
1560 Broadway
Suite 1350
Denver, CO 80202
Phone: 303.894.7766