Tranquility Counseling Services is a comprehensive wellness clinic providing mental health therapy, psychiatric medication management, massage therapy, and dietitian services.
(801) 210-0035
Tranquility Counseling is proudly licensed with the Utah Department of Health and Human Services
Grievance Policy
Purpose:
This policy ensures that all clients have a fair, safe, and accessible way to express concerns or dissatisfaction regarding services, staff interactions, billing, confidentiality, or any other aspect of their care. Tranquility Counseling is committed to addressing grievances promptly, respectfully, and without retaliation.
Scope:
This policy applies to all clients, guardians, and legally authorized representatives receiving services at Tranquility Counseling. It also applies to all staff members involved in client care, administration, and operations.
Policy:
1. Clients' Rights
Clients have the right to:
*Express concerns or file grievances without fear of retaliation.
*Have complaints handled confidentially and respectfully
*Receive a timely response and explanation of the findings
*Request assistance in submitting a grievance, including support with language, disability-related needs, or literacy concerns
*Appeal decisions if dissatisfied with the outcome
2. Definition of a Grievance
A grievance is any written or verbal expression of dissatisfaction regarding:
*Quality of care or clinical decisions
*Staff behavior or professionalism
*Accessibility of services
*Scheduling, billing, or administrative issues
*Breach of privacy or confidentiality
*Safety concerns
*Any other aspect of the client experience
3. How to File a Grievance
Clients may file a grievance through any of the following methods:
A. Verbally speak with:
*The treating clinician
*The Practice Manager: Sherrie Nebeker (801) 210-0035
*The Clinical Director: Carolyn Harvey (801) 210-0035
B. In Writing:
*Email the treating clinician
*Email the Practice Manager (sherrie@tranquilitycounselingutah.com)
Email the Clinical Director (carolyn@tranquilitycounselingutah.com
C. Assistance:
*Staff will assist any client who requests help in submitting a grievance
4. Grievance Review Process
A. Acknowledgement
*Grievances will be acknowledged within 5 business days
*Acknowledgement may include requests for additional information
B. Investigation
*The Practice Manager or designee will:
-Review all relevant documentation
-Speak with involved staff
-Obtain additional information from the client as needed
-Review applicable policies, laws, or ethical guidelines
C. Resolution
*A written response detailing findings and decisions will be provided within 30 days, unless additional time is required
*If additional time is needed, the client will be notified of the reason and expected completion date
5. Confidentiality and Non-Retaliation
*All grievances will be handled with strict confidentiality
*Filing a grievance will not adversely affect access to care, quality of services, or the therapeutic relationship
*Any retaliation by staff is strictly prohibited and subject to corrective action
6. Appeals
*If the client is dissatisfied with the outcome, they may request an appeal within 10 business days of receiving the decision.
*The appeal will be reviewed by a senior leader or an uninvolved clinician/administrator, and a final decision will be issued within 20 days.
7. External Complaint Options
*Clients may also file complaints with relevant oversight bodies, including but not limited to:
-Utah State licensing boards (dopl.utah.gov)
-Utah State Department of Health & Human Services
-Professional ethics boards (NASW, AAMFT, etc.)
-Insurance companies (regarding coverage or service quality)
*Contact information will be provided upon request.
8. Documentation
*All grievances, investigations, outcomes, and follow-up actions will be documented and maintained in a secure grievance file, separate from clinical records.
9. Continuous Quality Improvement
*The practice will periodically review grievance data to identify patterns, improve services, and ensure compliance with ethical and regulatory standards.