Grievance Policy

At Neuro Community Care (NCC), we take all grievances seriously. We are committed to addressing client concerns and informal complaints equitably through the proper chain of command.

Policy Overview

Stakeholders, including clients and caregivers, are encouraged to first raise concerns by seeking resolution with their Case Managers or appropriate clinical leadership. If a resolution cannot be obtained at an informal level, a formal grievance can be submitted.

What is a Grievance?
A grievance is a formal written complaint that clearly outlines the issue and parties involved.

Our Commitment to Timing

All grievances will be reviewed and acknowledged within five business days.
At each step of the process, staff will respond within ten business days.

Grievance Procedure

NCC has established the following procedure for clients and stakeholders:

Step 1

Initial Discussion

The client, caregiver, or stakeholder should discuss the problem with their Case Manager.

Prefer not to speak with the Case Manager?

Email HR

Step 2

Supervisor Review

If you feel the issue has not been resolved after Step 1, you may consult with the Case Manager's immediate supervisor.

Step 3

Final Resolution

If the issue remains unresolved after speaking with the Supervisor and involves a personnel issue, the Clinical Director or CEO should be contacted for final resolution.

How to Submit a Written Grievance

All formal grievances must be in writing and include the following details:

The Basis: The policy, rule, or law you believe was violated, or the personnel action being grieved.
Description: The nature of the grievance, approximate date of events, and names of identifiable persons involved.
Meeting Request: A statement indicating whether you are requesting a meeting with the decision-maker.
Resolution: Your recommendation for how the issue should be resolved.