Client Grievance Procedure

According to the Ohio Counselor, Social Worker, and Marriage and Family Therapist Board, a client should file a complaint if a licensed Counselor, Social Worker, or Marriage and Family Therapist has done any of the following:

  • Abused or mistreated you or any client in any way, verbally, financially or sexually.

  • Lied to or misled you or any client in the provision of services or billing.

  • Treated you or any client while under the influence of alcohol or drugs.

  • Released information without your consent.

  • Been negligent in your treatment or in the treatment of any client.

  • Shown an inability to practice safely and competently for any reason.

Should a client have a grievance, they are to be encouraged to speak directly with their provider and attempts shall be made by both parties to remedy the concern. Dependent providers shall also make their supervisor aware of grievance and supervisor will be involved in determining the appropriate course of action. All actions taken to informally resolve the grievance shall be documented and signed by both the provider and, if applicable, supervisor

If the grievance cannot be resolved between the client, provider, and, if applicable, supervisor, the client shall be directed to submit a written grievance to The Practice via the client advocate or their designee. The grievance may also be made formally in verbal form and The Practice’s client advocate or designee shall be responsible for preparing a written text of the grievance.

A written acknowledgement of receipt of the grievance shall be provided to each grievant. Such acknowledgement shall be provided within three business days from receipt of the grievance. The written acknowledgement shall include, but not be limited to, the following:

  • Date grievance was received

  • Summary of grievance

  • Overview of grievance investigation process

  • Timetable for completion of investigation and notification of resolution and

  • Treatment provider contact name, address and telephone number

Grievance must include the date, approximate time and description of incident and names of individuals involved. The written grievance must be dated and signed by the client, the individual filing the grievance on behalf of the client, or have an attestation by the client advocate or their designee that the written grievance is a true and accurate representation of the client’s grievance. The Practice will make a resolution decision on the grievance within twenty business days of receipt of the grievance. Any extenuating circumstances indicating that this time period will need to be extended must be documented in the grievance file and written notification given to the client.

Client shall be informed of their right to file a formal complaint with the Ohio Counselor, Social Worker and Marriage and Family Therapist Board by going to cswmflt.ohio.gov/InformationforthePublic/HowdoIFileaComplaint.aspx or mail grievance to the board at the following address:

         77 South High Street, 24th Floor, Room 2468
Columbus, OH 43215-6171

The client may also call the Board at (614) 466-0912 or fax at (614) 728 -7790.

All communications with a client in regard to filing a formal complaint should be documented and signed by both provider and, if applicable, supervisor.

Records of client grievances shall become a part of the client record and shall be retained for a minimum of 2 years as per rule 5122-26-18 of the Administrative Code. Documentation shall include the minimum of the following items:

1. A copy of the written grievance filed by the client

2. Documentation of steps taken to resolve grievance

3. If necessary, documentation of extenuating circumstances for extending the time period for resolving the grievance beyond twenty-one calendar days.

The Practice’s client advocate or their designee can assist a client in filing a grievance. Below is the client advocate’s contact information and availability:

Cora Mayfield, M.S., LPCC-S
5548 Hilliard Rome Office Park, Hilliard, OH 43026
Available Monday – Thursday 9 am -7pm
740-845-8652 and ask for the Client Advocate