Approved and effective: 7/8/2020
Last reviewed and revised: 1/13/2021
Policy brief & purpose
TPN.Health is a team of dedicated, qualified individuals whose goal is to support behavioral health providers and improve client outcomes. Every effort is made to provide our services in a manner that is both high quality and non-discriminatory. Our grievance procedure policy explains how TPN users can voice their complaints in a constructive way. The company encourages users to communicate their grievances so that we can foster a supportive and effective experience for all.
This policy refers to everyone in the company - regardless of position or status – and to all users of TPN.health.
1. We define grievance as any complaint, problem or concern of a user regarding the features of TPN.health’s online platform, the events sponsored or hosted by TPN.health, or any other service or interaction provided by or with a TPN.health employee.
2. Users can file grievances for any of the following reasons:
- Employee or user conduct
- Dissatisfaction with services being provided
- Conflict with a presenter or other associate of TPN.Health
- This list is not exhaustive
3. Users who face allegation have the right to:
- Receive a copy of the allegations against them
- Respond to the allegations
- Appeal on any formal decision
4. The company is obliged to:
- Have a formal grievance procedure in place
- Communicate the procedure
- Investigate all grievances promptly
- Treat all users who file grievances equally
- Preserve confidentiality at any stage of the process
- Resolve all grievances when possible
- Respect its no-retaliation policy when users file grievances with the company, other users, or external agencies
Users are encouraged to try to resolve less important issues informally before they resort to a formal grievance. Users are generally encouraged to contact TPN.health Support to open a ticket to address concerns related to services. When this isn’t possible, users should know how to file a grievance:
- Complete a Grievance Form, providing as much detail as possible and as can be recalled.
- If the grievance relates to behavior by a TPN.health employee that can bring disciplinary action (e.g. harassment or violence), users should refer directly to the Clinical Outreach department or the next level supervisor.
- Accommodate the procedure outlined below
The Clinical department should follow the procedure below:
- Ask user to fill out a grievance form
- Talk with the user to ensure the matter is understood completely
- Provide the individual who faces allegations with a copy of the grievance
- Organize mediation procedures (e.g. arranging a formal meeting)
- Investigate the matter or ask the help of an investigator when needed
- Keep all parties informed throughout the process
- Communicate the formal decision to all individuals involved
- Take actions to ensure the formal decision is adhered to
- Deal with appeals by gathering more information and investigating further
- Keep accurate records
Grievances Related to CE Events
Additionally, in the event that a grievance is filed pertaining to a CE event and/or involving an instructor for a TPN.health-sponsored CE event, the following procedures will be followed:
- Form information will be forwarded to Clinical Outreach Director, Clinical Oversight Specialist, and Clinical Engagement Director. These individuals will congregate to serve as a CE Grievance Committee
- The members of the CE Grievance Committee will gather all information and identify the instructor and/or event named in the grievance
- The CE Grievance Committee will review the information provided by the user, the recording of the session named in the grievance, and the evaluation feedback pertaining to the session and/or presenter named in the grievance
- After review, the CE Grievance Committee will determine the appropriateness of the presenter and content of the event named in the grievance with regard to:
- The pertinence to the professional development of any/all profession(s) to which the event was offered
- The presence of commercial bias by the presenter and/or presentation
- Any harm that may have been caused to attendees
- Any poor ratings/feedback provided regarding the presenter or the session
- The CE Grievance Committee will then come to a decision regarding any actions to be taken in response to the grievance, which may include providing constructive feedback to the presenter, requesting changes to the presentation, or withdrawing the invitation for the presenter to provide CE events in the future
- The CE Grievance Committee will also determine if access to on-demand content of the session named in the grievance will be removed
- If harm or conflict was determined to have resulted from the incident in question, standard procedure will be followed to address the incident immediately and resolve the grievance.
Members of the CE Grievance Committee may also be contacted by mail:
Clinical Outreach Director: Ramon Zelaya, LPC-S
Clinical Oversight Specialist: Brittany Hunt, LCSW
Clinical Engagement Director: Mark Wilson, CSW
757 St. Charles Avenue, Suite 205 New Orleans, LA 70130
Disclaimer: This policy is meant to provide general guidelines and should be used as a reference. It may not take into account all relevant local, state or federal laws and is not a legal document.