Complaint/Grievance Process

FRANKLIN & MARSHALL COLLEGE

APPEL HEALTH SERVICES

 

HOW TO FILE A COMPLAINT OR GRIEVANCE

 

 

I. Definition of complaint/grievance: An expression by a patient of dissatisfaction with services received. The complaint may relate to the patient’s perception of the quality of services, treatment provided by a practitioner or other staff member, or involve the operations and management policies and procedures of the department.

 

II. Policy: Any patient who harbors a complaint or grievance shall have the opportunity to bring the complaint either directly or indirectly to the attention of a Health Services professional with the expectation that the problem will be addressed in a timely manner without fear of coercion, discrimination, or reprisal.

 

III. Procedure:

Option 1: If you prefer to voice your complaint in person you may ask for an appointment with the individual involved or with the Director of Student Health Services. This option often expedites the resolution of your claim.

Option 2:

(1) Obtain a complaint form in Appel Health Services or print one from the Appel Website at www.fandm. edu/healthservices.xml.

(2) Complete form and submit to Appel Health Services.

   (3) The Director will investigate complaint and take action to resolve problem insofar as possible.

(4) You will be notified of the outcome of the investigation including any action taken.

(5) You have a right to appeal to the Dean of Students if you believe the outcome is unsatisfactory.

 

Note: Anonymous complaints will be investigated and action taken to the extent possible.