Complaints & Feedback Policy | Choice Plan Management

Complaints and Feedback Policy

Purpose

At Choice Plan Management, we are committed to providing the best possible service to our clients. We understand that there may be times when you are not satisfied with the service you have received. If this happens, we encourage you to provide feedback or make a complaint so that we can improve our service.

We take all complaints seriously and aim to resolve them in a timely and efficient manner. We have set out below our complaints and feedback policy so that our clients are aware of the process for making a complaint or providing feedback.

Scope

This policy applies to all clients of Choice Plan Management, which include participants and providers, as well as to employees, contractors, and sub-contractors.

Policy

Your feedback allows us to provide you with high-quality services, so we actively seek your input. Feedback can be provided anonymously or through written or online surveys, or conversations with our staff. We would like your feedback on:

quality of services and care you received
consistency of services we have provided
our team’s performance
changes you wish to be made to assist you
what you like and dislike about our services.

You always have the right to expect the best possible standard of service from us. We will treat any concern or complaint you provide as a serious issue. No matter what the situation, we will not react badly to your complaint; you should feel safe knowing that our staff members will not retaliate or hurt you in any way if you make a complaint.

You can make a complaint regarding our services. If you do not feel comfortable making a complaint, you can do so anonymously, or someone else can make the complaint on your behalf, including:

an advocate
a family member
a close friend
your plan manager
a staff member
a person you know and trust.

Once a complaint has been received, Choice Plan Management’s General Manager will investigate the complaint and find a resolution. The General Manager will write a letter to confirm that your complaint has been received within 24 hours. This letter will provide you with the date Choice Plan Management expects to have the complaint resolved.

The complaint will then be investigated, and a plan to resolve the issue created. You will be informed of this complaint management plan, and we will ask you to provide your opinion on our recommended solution. You can tell us if you are happy with the proposed solution or unhappy as the solution does not resolve the issue.