Meeting Family Expectations
How can families provide input?
Bancroft is a very dynamic organization with many opportunities for families/guardians to participate and provide input, including:
- • Individual Program Planning meetings - The guardian and the person served (when possible) are considered members of the Interdisciplinary Team (IDT) responsible for developing, monitoring, and updating the individual’s Service Plan (e.g., IEP, IHP, IRP, IFSP, etc.).
- • Day to day informal interactions with the Program Manager or primary advocate — Input provided in informal conversations is often useful in identifying and addressing issues before they become problems.
- • Supervisory reporting processes — When problems occur, families should not hesitate to go up the chain of command, by contacting the next level supervisor (Program Manager, Program Director, or Senior Director) to offer information or make sure an issue is being addressed.
- • Family Advocate — Bancroft’s Family Advocate offers an additional resource to families who are unable to resolve issues at the program level. The Family Advocate tracks complaints that come to that office, and reports to senior management and the Performance Improvement Council on grievances and other family issues. (The phone number to use is (856) 429-5637, ext. 336.)
- • Organizational meetings with Executive staff — Organizational meetings and events provide direct access to executive staff and members of the Board of Trustees, and include opportunities for suggestions and questions from families and others in attendance.
- • Advisory committees – Families have opportunities to serve on program advisory committees, the Board of Trustees and other related committees. For example, a majority of Bancroft’s Board members are family members of persons served by the organization, and so they have an important role to play in overseeing the organization.
- • Satisfaction Surveys - Each year the organization conducts satisfaction surveys of its stakeholders to help evaluate the quality of care. The information gathered through this process helps determine performance improvement priorities at both the organizational and program levels.
- • Anonymous Reporting Line - Families and staff who are concerned about a potentially unethical act or unsafe practice may use the “Compliance Line,” to report concerns anonymously. The Corporate Compliance Line is available on a 24 hour a day, seven day a week basis, and the toll free number to be used is (800) 385-4652. Callers can also follow-up later to check on the status of a concern. Please note that this additional reporting process should not replace our typical communication or routine reporting processes (through program staff and up through the chain of command), but is available to families who are reluctant to voice concerns for one reason or another.
Grievance Process
It is believed that most concerns/complaints can be resolved by the responsible staff member closest to the situation (e.g., Supervisor,
Program Manager). When this is not possible, families are encouraged to speak to the next level staff, and next level, through the program’s
“chain of command” up to and including the Executive Vice President. A grievance process is available when families, guardians or persons
served wish to appeal a decision made by a representative of Bancroft, or when they wish to raise a concern that has not been addressed to
their satisfaction through other channels. In summary, the grievance process involves the following:
– When the family/guardian or person served continues to have unresolved issues, he/she should be encouraged to contact the Office of the Family Advocate, who will either attempt to resolve the matter or assist the family in filing a grievance. For questions or assistance on the process, please contact the Office of the Family Advocate at (856) 429-5637, ext. 336.
– The grievance form shall be completed and submitted to the Office of the Family Advocate, at the following address: Bancroft NeuroHealth, 425 Kings Highway East, P.O. Box 20, Haddonfield, NJ 08033-0018, or by fax at (856) 429-1613 (marked confidential). For a copy of the grievance form, click here.
– Grievances requiring urgent attention due to timing issues must be identified as such by the person filing the grievance (including specific required timeframe). The Family Advocate will confirm the level of urgency, taking into consideration the rationale provided by the family/guardian and other circumstances. When a grievance is considered urgent, the process is expedited and includes the possibility of a temporary resolution. Please note: safety concerns or other concerns related to health or well-being of persons served shall be addressed by program leadership, and should not be addressed through the grievance process.
– An Executive Review Committee is established to review grievances that cannot be resolved by program leadership or others at Bancroft with authority over a given situation. The Executive Review Committee shall meet to consider a grievance at the request of the Family Advocate. The Executive Review Committee consists of the Executive Vice President of Pediatric and Adolescent Services/Chief Medical Officer, the Executive Vice President of Lifespan Services (adult programs), Vice President of Quality Management, and the Family Advocate (or their designees when necessary). Other senior/executive staff may also be asked to participate, based on the specific circumstances. The person filing the grievance will be invited to meet with the Executive Review Committee at the earliest opportunity.
– After the meeting, a written notification of the Executive Review Committee’s decision will be sent to the person filing the grievance.
– Bancroft representatives shall make all reasonable attempts to resolve the grievance to the satisfaction of the person who filed the grievance. However, it is recognized that not all grievances can be resolved to the satisfaction of the party initiating the grievance. Factors that may impact upon the decision include requirements related to federal and state regulations (including licensing requirements), confidentiality/privacy concerns, Interdisciplinary team approvals, medical and other professional recommendations and ordered treatments, etc.
– The family/guardian may pursue external avenues for possible resolution; for example, appeal processes or other remedies offered by the Department of Education or other state agencies. It is understood that when the family/guardian has resorted to external processes, communications should establish whether continued pursuit of the procedures established by this policy is desired or practical.