Our Commitment to You
Matthew 25 AIDS Services, Inc. is committed to providing quality care and treating every patient with dignity and respect.
Patients, caregivers, and authorized representatives have the right to express concerns, make complaints, or file formal grievances about care or services without fear of retaliation, discrimination, interference with services, or adverse treatment.
Making a complaint or filing a grievance will not affect a patient’s ability to receive care or services from Matthew 25 AIDS Services.
What Is a Complaint?
Complaint
A complaint is a concern that can generally be addressed promptly by a member of the Matthew 25 team.
Whenever possible, we encourage patients and caregivers to discuss concerns with a member of the patient care team so that we have an opportunity to address the issue promptly.
A complaint may also be submitted through the Contact Us section of the Matthew 25 AIDS Services website.
Grievance
A grievance is a formal complaint regarding care, services, patient rights, abuse or neglect, or another concern that cannot be promptly resolved or requires additional review or investigation.
You do not have to resolve a concern informally before filing a grievance when you believe the matter requires formal review.
Procedure
I. How to File a Grievance
A patient, caregiver, or authorized representative may file a grievance electronically or by completing a paper Patient Grievance Form
File Electronically
To submit a grievance through the Matthew 25 AIDS Services website:
- Go to the Matthew 25 AIDS Services website.
- Scroll to the bottom of the homepage and select Policies and Notice of Privacy Practices.
- Select Patient Grievance Procedure.
- Select the green Patient Grievance Compliatric button.
- Complete and submit the grievance form.
File a Paper Grievance
- See definition of grievance listed above.
- If you prefer not to submit a grievance electronically, you may request a Patient Grievance Form at any Matthew 25 AIDS Services location.
- Staff can assist you with accessing the grievance process if needed.
- Patients and caregivers are encouraged to submit grievances as soon as possible following the event or concern so that Matthew 25 AIDS Services can review the matter promptly.
What Happens After You File?
- Your grievance will be reviewed by the appropriate Matthew 25 AIDS Services representative. The organization may gather additional information, review relevant records, and speak with individuals involved in the matter as necessary to investigate your concern.
- You will receive a written response from an organizational representative within seven (7) business days.
- If additional time is necessary to complete the investigation, you will be informed of the status of your grievance and the anticipated timeframe for a response.
If You Are Not Satisfied With the Resolution
If you are dissatisfied with the initial resolution of your grievance, you may request additional review.
The grievance may be reviewed by the Chief Executive Officer (CEO) and/or Board President. You will receive written notification of the decision following that review.
If the matter remains unresolved, the grievance may be referred for independent third-party review and subsequently reviewed by the Matthew 25 AIDS Services Board of Directors in accordance with the organization’s grievance procedure.
You will be notified in writing of the final decision.
Your Right to Contact Outside Organizations
Using Matthew 25 AIDS Services complaint or grievance process does not prevent you from contacting an applicable funding, regulatory, oversight, or other governmental agency regarding your concerns when you have the right to do so.
You are not required to give up any external complaint or reporting rights by using Matthew 25 AIDS Services’ internal grievance process.
No Retaliation
Matthew 25 AIDS Services prohibits retaliation against a patient, caregiver, or authorized representative for making a complaint, filing a grievance, participating in a grievance investigation, requesting additional review, or otherwise exercising their rights.
Your care and access to services will not be adversely affected because you raised a concern or filed a grievance.
Questions or Assistance
If you have questions about the complaint or grievance process or need assistance submitting a grievance, please speak with a member of the Matthew 25 AIDS Services team.