Provider Procedures

Process for Complaints About Providers

The overall goal for the resolution of complaints about providers is for consumers, guardians, staff and interested citizens to be able to trust and communicate comfortably with providers. We view these complaints as valuable information for the quality management of our service system and work with providers to use the information to enhance their customer services.
The right to make a complaint is so important that informing consumers and guardians of that right and developing written procedures is written into the North Carolina Administrative Code.
Complaints may be made by telephone, email, letter, on complaint forms in Guilford Center building lobbies, or they can be reported on the Service Complaint Form (376k PDF) which is also in Service Complaint Form (Spanish 3776k PDF)

Spanish (376k PDF) and which can then be printed, completed and mailed.
Complaints should be reported to: Grace Salgado, Client Rights Coordinator
Telephone: 336-641-6644 Email:clientrights@guilfordcenter.com
Mailing address:
The Guilford Center
232 N. Edgeworth St.
Greensboro, NC 27401

After a complaint has been reported, information will be gathered to determine the next best step. One of the following steps will be taken:

• Informal review process
• Investigation
• Input and recommendations from members of The Guilford Center’s Provider Quality Improvement Committee (PQIC), a multidisciplinary committee comprised of representatives from Contracts, Access and Care Management, Nursing, Best Practices, Business Office, Compliance Verification, Quality Improvement, and DSS.

Serious concerns that could impact the health and safety of the client(s) served will be reported to the Department of Social Services (Child or Adult Protective Services) and to the Division of Facility Services if the facility is licensed.

Findings from the complaint review/investigation will be reported to the complainant, the provider and the consumer’s home Local Management Entity (if it is not The Guilford Center).
If violations are found, a corrective action plan will be submitted to Guilford Center staff. Following review by staff, a written response will be sent to the provider stating either approval or listing further requirements. Upon approval, the plan must be implemented within 60 days.

Additional information regarding complaints:

• Complainants are offered the option of accessing the provider's complaint process; but they may choose to submit it to The Guilford Center first.
• Sometimes complainants request to remain anonymous. We respect this request and will not reveal their identities.
• Sometimes complainants express fear of retribution from a provider if they make a complaint. The North Carolina Administrative Code specifically requires the protection of a complainant or any staff member from harassment or retaliation.
• Consumers and guardians must be informed of their right to contact the Division of Mental Health, Developmental Disabilities and Substance Abuse Services DMH/DD/SAS, the Division of Health Services Regulation (DHSR) and Disability Rights North Carolina (the statewide agency designated under federal and state law to protect and advocate for the rights of persons with disabilities).
  
• Options that must be considered in resolving a complaint include making a report to a regulatory body such as DMH/DD/SAS, DHSR, Department of Social Services (DSS) or other state or local government agency or licensing board responsible for the regulation & oversight of the provider.