The overall goal of every family that cares for a loved one, who has experienced such an injury, is to find an organization that will support and care for the individual with the respect and tenderness they deserve. For the 21 years Elizabeth has been injured, we have experienced the care of several organizations and not one has come close to delivering the quality of care that Bancroft prides themselves on. The directors and the staff show an individual concern for each person and deliver an experience which enriches each of their lives. Their employees are dedicated, loving individuals who enable their clients to regain a sense of “normalcy” in their lives by providing meaningful services every day that allow for the potential of independent living. There is no greater sense of pride in an organization then when you experience a loved one being cared for in the manner you have always demanded.
– Paul and Selena Tropea
Brother of Elizabeth Tropea
Meeting Expectations
Family Handbooks
Family Handbooks are available to help communicate important information, including expectations and responsibilities related to each person's involvement in a Bancroft program. Handbooks are available for the following programs:
- Education Program (schools)
- Pediatric Community and Campus-based Residential Programs
- Adult Residential Programs
- Adult Day Programs
Family and Persons Served Satisfaction Surveys
The opinions of the people we serve and their families are vital in allowing us to evaluate the quality of our services. Therefore, we survey them about their satisfaction with Bancroft on a regular basis. We then use this data to help determine performance improvement priorities, resource allocation, and staff training needs.
In addition, the family advocate maintains data on contacts to that office and presents a report for performance improvements annually. This report includes information on trends regarding complaints and grievances, the number of calls received from families associated with each program, and specific topics of concern being raised.
Comment Card
Bancroft is interested in gathering feedback about our programs and services routinely, and we appreciate the participation and support of our stakeholders in these performance improvement processes.
While we receive feedback from families in our stakeholder surveys, that information is more general and reflects thoughts and feelings of satisfaction over a broad timeframe (typically one year). We are also interested in more timely feedback about issues that can be addressed right away or positive comments that can be provided to staff members more promptly.
Therefore, we have developed a Comment Card that can be completed after an encounter a family member or person served has with one of our programs or our staff members. In addition to being available on Bancroft's website, copies of the Comment Card are also available at Bancroft program and administrative locations.
Completed cards will be collected by the Family Advocate and shared with appropriate program leadership for follow-up. It is hoped that this process will enhance our efforts to provide the highest quality services in a respectful and more timely manner.
Grievance Process
We believe 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 member in the program's table of organization, up to and including the 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) 524-7366.
- The grievance form shall be completed and submitted to the Office of the Family Advocate, at the following address: Bancroft, 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 vice president of clinical operations, the vice president of clinical services/chief medical officer, 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.
Opportunities to Show Appreciation to Staff
Maggie Awards
Families and guardians of those served are encouraged to nominate exemplary staff for the coveted "Maggie Award." Named in honor of the organization's founder, Margaret Bancroft, the award recognizes staff members who exemplify our core values while going "above and beyond" in their support to those served. Nomination forms are available by clicking the link below. Please take a moment to nominate staff members who really do make a positive difference in your family member's life.