Complaints / Grievances
You, your family, or significant other may voice complaints without fear if you feel your rights have been violated. Ridgeview has a formal complaint and grievance process which allows you to initiate a complaint about the substance or application of written or unwritten rules or policies of the facilities; the lack of rules or policies concerning a matter affecting you; any decision or action directed toward you by an employee of the facility; or fees which you feel are questionable.
The written procedure for handling complaint/grievances consists of notifying a Ridgeview staff member who will inform your advocate. The advocate will coordinate an investigation and resolution of your issue(s). If you are not satisfied with the outcome, you may appeal the decision to the Director of Quality Management at 865-482-1076, ext. 1128. If you continue to be dissatisfied with the resolution, you may appeal any complaint/grievance to Chief Executive Officer at Ridgeview at 865-482-1076, ext. 1109 and/or the Tennessee Department of Health Appeals at 1-800-560-5767.
Title VI Complaint Procedure
Any person who believes she or he has been discriminated against on the basis of race, color, or national origin by Ridgeview Behavioral Health Services (hereinafter referred to as “Ridgeview”) may file a Title VI complaint by completing and submitting the agency’s Title VI Complaint Form. Ridgeview investigates complaints received no more than 180 days after the alleged incident. Ridgeview will process complaints that are complete.
Once the complaint is received, Ridgeview will review it to determine if our office has jurisdiction. The complainant will receive an acknowledgement letter informing them whether the complaint will be investigated by our office.
Ridgeview has 10 business days to investigate the complaint. If more information is needed to resolve the case, Ridgeview may contact the complainant. The complainant has 10 business days from the date of the letter to send requested information to the investigator assigned to the case. If the investigator is not contacted by the complainant or does not receive the additional information within 10 business days, Ridgeview can administratively close the case. A case can be administratively closed also if the complainant no longer wishes to pursue their case.
After the investigator reviews the complaint, they will issue one of two letters to the complainant: a closure letter or a letter of finding (LOF). A closure letter summarizes the allegations and states that there was not a Title VI violation and that the case will be closed. An LOF summarizes the allegations and the interviews regarding the alleged incident, and explains whether any disciplinary action, additional training of the staff member, or other action will occur. If the complainant wishes to appeal the decision, they have 60 days after the date of the letter or the LOF to do so.
A person may also file a complaint directly with the Tennessee Human Rights Commission, 312 Rosa L. Parks Ave., 23rd Floor, Nashville, TN 37243.
If you cannot determine what Federal agency may have Title VI jurisdiction, or if you do not know where to send your complaint, you may send it to the Department of Justice. As the government-wide Title VI "clearinghouse," the Department of Justice will refer your complaint to the appropriate agency.
The address is: Coordination and Review Section Civil Rights Division U.S. Department of Justice P.O. Box 66560 Washington, D.C. 20035-6560 (202) 307-2222 (Voice) (202) 307-2678 (TDD)
Title VI Complaint Form can be accessed here.
The Joint Commission on Accreditation
Ridgeview is a Joint Commission accredited organization. Joint Commission is the recognized global leader for health care accreditation and is an independent, not-for-profit organization, offering an unbiased assessment of quality achievement in patient care and safety. Accreditation is awarded upon successful completion of an on-site survey, which is conducted by a specially trained Joint Commission surveyor or team of surveyors who assess Ridgeview's compliance to standards. Ridgeview is proud to have earned The Gold Seal of Approval.
If for any reason you believe you have pertinent and/or valid information about the quality of care and/or safety issues in the area in which care is provided, we encourage you to notify Ridgeview's Director of Quality Management at 865-482-1076, ext. 1128 so improvement can be made.
You may also notify The Joint Commission by contacting them at the address below.
DIVISION OF ACCREDITATION OPERATIONS
Office of Quality Monitoring
Joint Commission on Accreditation of Healthcare Organizations
One Renaissance Boulevard
Oakbrook Terrace, IL 60181
Phone: 1-800-994-6610
E-mail: complaint@jointcommission.org
