It is the policy of Dragonfly Medical and Behavioral Health to treat all clients with fairness and professionalism and to strive for excellence in providing services to clients. Dragonfly Medical and Behavioral Health’s policy provides clients and their families or legal guardians with the opportunity to express a problem or grievance related to the quality of services. If you feel you have been treated unfairly, unprofessionally or feel that your rights have been breached, the following procedure should be used.
Dragonfly Medical and Behavioral Health’s grievance procedure is designed to provide a means for those applying for Dragonfly Medical and Behavioral Health’s services and clients receiving services to bring a grievance to the attention of Dragonfly Medical and Behavioral Health and to reach a speedy resolution. Dragonfly Medical and Behavioral Health has a strict policy prohibiting retaliation in any form against anyone who files a grievance.
A grievance is a defined as any situation or condition that a client thinks is unfair, unjust or inequitable. In addition, if a client merely states they want to file a grievance, a grievance should be completed. Under this Client Grievance Procedure, you should submit a grievance in the following sequence:
If you have a grievance, the concern can be discussed with a Dragonfly Medical and Behavioral Health facility manager or medical provider. If you decide to speak to a Dragonfly Medical and Behavioral Health provider and an agreement cannot be reach, you should proceed to the next step of this grievance procedure. You can also file a grievance without any discussion and proceed to the next step. Grievance forms can be found at the following:
If the matter has not been resolved to your satisfaction, you may choose to discuss your concerns with the Facility Manager:
Once notified in writing, Dragonfly Medical and Behavioral Health will initiate an investigation within two business days and provide an acknowledgment to you within 7 business days.
Dragonfly Medical and Behavioral Health will report the outcome of the complaint investigation to you within 14 business days after the complaint is received. If it has not been possible to gather the necessary information that would lead to a resolution by 14 days, you will be notified and given a new date, up to 30 days, by which a resolution or determination will be made.
If for any reason you are unsatisfied with the results, you may contact Dragonfly Medical and Behavioral Health’s Chief Executive Officer to further discuss the matter. The CEO will conduct a review of the matter and will respond to you in writing within 10 business days. The CEO’s decision and recommendation will be final.