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 feedback 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. Contact our Chief Compliance Officer
Julie Martinez
Chief Compliance Officer
719-336-0261 X 1151

2. If resolution cannot be reached, the Chief Compliance Officer will offer the patient a Grievance Form. If necessary, the patient may be referred back to a patient representative for assistance in completing the form.

3. The Chief Compliance Officer 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 Chief Compliance Officer 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 and the Chief Compliance Officer 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