Community Behavioral Health Services - San Francisco Department ...

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CBHS Client Grievance ProcedureCBHS will work to resolve client/parent concerns, issues, or dissatisfaction on an informal basis. Theclient's service provider or the program director is encouraged to promptly handle a client who isexpressing dissatisfaction. In addition, all clients should be given information verbally and in writing atthe time of intake/admission (or at any time during their period of service) as to how to addressdissatisfaction, and the process on how to file a formal grievance. Documents outlining these proceduresmust be clearly posted at the program site and made available to clients (without their needing to ask) inappropriate languages.Where to Get Help:Clients, family members, or advocates can contact the following for information and assistance (pleasenote that a signed consent may be required to discuss confidential information):• San Francisco Clients’ Rights Advocate Services 552-8100• Office of Cultural Competence & Client Relations 255-3422In the event that a client's concern involves a private provider, the issue will be directed to the ProviderRelations Office. Every effort will be made by providers and/or the Provider Relations Office to resolveproblems on an informal level as quickly and simply as possible. This however does not prevent a clientfrom filing a formal grievance at any time.Grievances:The grievance procedure provides a formal avenue for the resolution of a client’s concerns when theinformal process has proven to be insufficient. A grievance may be filed without reprisal at any stage ofthe process. This must be made clear to all clients. Grievance forms (and self-addressed envelopes)must be available at all CBHS program sites (at any time and without the need to ask). The completedgrievance form can be mailed in the self-addressed envelope or sent to the Grievance Officer, 1380Howard Street, 2 nd Floor, San Francisco, CA 94103. Grievances can also be filed in person or by phonewith Behavioral Health Access Center, 1380 Howard Street, 1 st Floor, San Francisco (415-503-4730).Forms are also available through Forms Control, 1380 Howard Street, 2 nd Floor, San Francisco (255-3913). The CBHS Grievance Policy (3.11-03) is available online at:Outcome of Filed Grievances:http://www.sfdph.org/dph/files/CBHSPolProcMnl/3.11-03.pdfAn acknowledgement of receipt of the grievance will be sent to the address provided on the form. TheGrievance Officer or designee will review the grievance and a response to the grievance will be given tothe client within 60 calendar days.95
Quality of Care (QOC) and Unusual Occurrence (UO) Incident ReportingOverviewThe Quality of Care (QOC) and Unusual Occurrence Incident Reporting is CBHS’s systematic approach toreview care concerns, negative outcomes of care, and sentinel events. Quality of care concerns and unusualoccurrences are events that affect the welfare, safety, or health of CBHS providers, clients and their significantothers, and the general public. Events are reviewed to assess the quality of patient care and - when issuesare identified - to develop and implement appropriate corrective action. Some incidents may require a CriticalIncident Review (CIR).The reporting of negative outcomes to CBHS is required and may be in addition to reporting to State Licensingor other regulatory agencies. Reports are maintained as confidential and protected by Evidence Code 1157.6.Purpose of Incident Reporting• To track and monitor trends from incidents occurring in our system of care.• To problem solve when necessary.Requirements and ProceduresAll CBHS funded programs are required to report and use the specified Quality of Care Reporting Form. It issubmitted according to the directions on the age-specific QOC reporting form. Please see policy 1.04-4 fordetailed guidelines and specific timeframes for reporting.• Any incident can be reported, but we are primarily interested in client-related events.• Regardless of the situations surrounding it, a client’s death must be reported.• All suicide attempts must be reported.• Reports can be submitted for an incident at your own agency or for an incident at another agency.• All CBHS providers must submit reports–no one is exempt.• Any staff member may submit a report to CBHS administration. Staff members should feel free toreport any incident without fear of reprisal.• This report, and any references to it, contain privileged and confidential information and should not bedocumented in the client’s chart or in the staff member’s personnel file.• Please write clearly, limit abbreviations, use both sides, and fill in the client’s full name and BIS#.• Events must be described by stating the facts. The date, printed name, and signature of the reportermust be documented on the QOC report. Printed name and signature of the program director/immediate supervisor are also required.Procedures at Critical Incident Review (CIR) meetings• CBHS QM staff will review all reports and will determine if a CIR is needed. A CIR will be called for allsuicides.• All providers involved in the incident will be asked to participate.• The purpose of the CIR is to identify opportunities for quality improvement and not to place blame.• Agency staff will have adequate time to be fully up-to-date on the client’s chart before the CIR. A staffmember (usually the client’s primary clinician) should be prepared to discuss in-depth the variousaspects of the client’s care (including history and treatment course) and the circumstances of theincident.• As with the report itself, the CIR is considered confidential and privileged. This means the detailsdiscussed cannot be subpoenaed to a court of law.• After the CIR, CBHS QM staff will review the CIR and the client’s chart.• Further review may be needed. In most cases, a letter will be sent to the provider(s) detailing thefindings and the suggestions for improvement. Once again, this information cannot be placed in aclient’s chart or staff member’s personnel file.96
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City and County of San Fr ancisco
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CBHS 2010-2011 Provider ManualA wel
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Who is Served by the San Francisco
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Children, Youth, & Family (CYF) - M
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CYF Mental Health and School Partne
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Residential, Sub-acute and Communit
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Adult and Older Adult - Mental Heal
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CBHS Pharmacy ServiceAll clients wh
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Supportive Housing and Shelter-Base
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AOA Outpatient ServicesDesigned to
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Substance Abuse Service ProvidersDr
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Substance Abuse Outpatient Treatmen
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Driving Under the Influence (DUI) p
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AARS - Comprehensive Outreach Proje
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Alternatives Program Damon Eaves, L
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Joe Healy Medical Detox Project off
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This program provides mental health
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Languages: SpanishCATS MAP Mobile A
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Children’s System of Care (CSOC)
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Languages: Amharic, Arabic, Cantone
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Provides specialized neurobehaviora
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Languages: SpanishDSAAM Office Base
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Epiphany Center for Families in Rec
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and to develop a community support
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Languages: Basic translation servic
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1440 Chinook Ct. #A San Francisco C
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Page 66 and 67: vocational rehabilitation, housing
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Page 70 and 71: Languages: Amharic, Cantonese, Mand
Page 72 and 73: i-Ability IT Training - Serves SF C
Page 74 and 75: severely and persistently mentally
Page 76 and 77: Seneca Center Community TreatmentFa
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Page 98 and 99: Patients’ RightsMental Health (La
Page 100 and 101: Basic Benefit Eligibility OverviewB
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Page 104 and 105: Specific Requirements for Substance
Page 108 and 109: Adult and Older Adult QOC FormCity
Page 110 and 111: Children QOC FormCITY AND COUNTY OF
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Page 116 and 117: Substance Abuse Staff Professional
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Page 120 and 121: PH Harm Reduction Policyolicy Numbe
Page 122 and 123: DPH Privacy Policy Matrix forSharin
Page 124 and 125: A Privacy Notice that meets the req
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Page 128 and 129: If a patient has not requested that
Page 130 and 131: • Avatar CANS Treatment Plan Step
Page 132 and 133: OverviewThe Contract Compliance Sec
Page 134 and 135: Alternatives for written materialsL
Page 137 and 138: Counselor Certification Regulations
Page 139 and 140: Behavioral Health Court: A program
Page 141 and 142: COSIGCo-Occurring State Incentive G
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Page 145 and 146: Intensive Case Management: Intensiv
Page 147 and 148: NOANPINPPESNREPPNTPOBICOBOTNotice o
Page 149 and 150: Recovery:Process by which people ar
Page 151 and 152: TCMTEDSTIPTargeted Case Management
Page 153 and 154: Steven Dempsey Peer Support/ Client
Page 155 and 156: Toni Rucker Director, Grants & Trai
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Community Behavioral Health Services - San Francisco Department ...

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