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Guided Care Services treats complaints of violations of policies and regulations, and violations of applicable laws and regulations, seriously and expeditiously. Guided Care Services policies, such as the Code of Business Conduct and Ethics, require all employees/contractors to comply with applicable laws and regulations, including, for example, laws and regulations relating to fraud, conflicts of interest, false advertising and promotion, equal employment opportunity, unlawful harassment, insufficient coverage, and lack of service quality and effectiveness. All employees have an obligation to understand and comply with the department as well as the agency policies and applicable laws and regulations. This establishes procedures regarding inquiries, investigations and audits from department officials, representatives, investigators or other individuals acting on behalf of the department, to assure that personnel act appropriately in cooperation with the investigation or audit, and to enable Guided Care Services to lawfully protect its interests.
Guided Care Services will comply with the Office of Licensing department to investigate all complaints regarding potential violations of licensing regulations. Examples of violations that can derive an investigation from a compliant include but not limited to the following:
Employees, contractors & individuals may express a grievance/complaint directly to the Program Director and to any member of the management team (within 3 business days) of the occurrence. A grievance form will be completed describing the details to include the date and reason he/she believes the decision was unfair.
If the staff or individual chooses to complain to a member of the management team first, the management team member will immediately make the Program Director aware of the grievance/complaint.
A management team member or the Program Director will contact the staff/individual via telephone (within 48 hours) and attempt to resolve the matter.
The Program Director will review the written statement and will decide the matter.
The Program Director will put the findings of the review in writing and forward to the person filing the grievance (within 7 business days)
If the concern is again not resolved to the complaint’s satisfaction, he/she may request a meeting (in writing) with the Executive Director. This must be done within 5 business days of receiving the final review in writing from the program Director.
A team meeting including the Complaint, Program Director & any other person’s necessary (i.e. management team member) can be held and facilitated by the Program Director if the Program Director deems appropriate/necessary.
Staff will attend training which will discuss grievance procedures upon hire.
A copy of the grievance policy will be distributed to each newly hired staff.
Revisions will be distributed to staff via team meetings, memorandums, emails, as well as available for review at the main office.
Internal complaints and grievances can be filed with agency management or program director in writing at
Address 4057 Taylor Rd Ste. Q Chesapeake, VA 23321
Email [email protected]
Fax 757-592-9427
Guided Care Services will comply with the Office of Licensing department to investigate all complaints regarding potential violations of licensing regulations. Examples of violations that can derive an investigation from a compliant include but not limited to the following:
- Services are not delivered,
- Noncompliance with regulations, policies and procedures,
- The repeated events of peer-to-peer aggression,
- Violate HIPPA/confidentiality practices
- Insufficient coverage, or
- Lack of service quality and effectiveness that harm individual receiving services
Employees, contractors & individuals may express a grievance/complaint directly to the Program Director and to any member of the management team (within 3 business days) of the occurrence. A grievance form will be completed describing the details to include the date and reason he/she believes the decision was unfair.
If the staff or individual chooses to complain to a member of the management team first, the management team member will immediately make the Program Director aware of the grievance/complaint.
A management team member or the Program Director will contact the staff/individual via telephone (within 48 hours) and attempt to resolve the matter.
The Program Director will review the written statement and will decide the matter.
The Program Director will put the findings of the review in writing and forward to the person filing the grievance (within 7 business days)
If the concern is again not resolved to the complaint’s satisfaction, he/she may request a meeting (in writing) with the Executive Director. This must be done within 5 business days of receiving the final review in writing from the program Director.
A team meeting including the Complaint, Program Director & any other person’s necessary (i.e. management team member) can be held and facilitated by the Program Director if the Program Director deems appropriate/necessary.
Staff will attend training which will discuss grievance procedures upon hire.
A copy of the grievance policy will be distributed to each newly hired staff.
Revisions will be distributed to staff via team meetings, memorandums, emails, as well as available for review at the main office.
Internal complaints and grievances can be filed with agency management or program director in writing at
Address 4057 Taylor Rd Ste. Q Chesapeake, VA 23321
Email [email protected]
Fax 757-592-9427