Sioux San
Complaint Policy

  The following method has been established to create a responsible and accessible means of communicating and addressing complaints at the Rapid City Service Unit (RCSU).  The primary interest is to improve the quality of care at the RCSU through a formalized system of communication.  The confidentiality of complaints will be maintained at all times.

COMPLAINT PROCEDURE
 The following steps will be initiated in processing a complaint:

1. All complaints must be written, signed, and dated.  There are complaint forms available for those who wish to use them.  They are available at the Administration Office and the Medical Records Department.
2. Assistance, completing the forms or the writing of a complaint, is also available at the Administration Office.
3. Parental consent is required in all situations where it is a legal requirement, for example (e.g.,) treatment, surgery, etc...  Confidentiality will be maintained for minors with rights as protected by the law, e.g. family planning, counseling, etc...
4. All complaints will be routed or addressed through the office of the RCSU Chief Executive Officer (CEO).
5. The RCSU CEO or their designee will give written acknowledgement of the complaint, within five (5) working days.
6. The complaint will be processed through the Service Unit Review System.
   • All written complaints will be logged in at the Office of the CEO.
   • If the complaint is of an administrative nature, it will be directed to the RCUS Executive Committee, to be processed and addressed.
   • If the complaint is of a medical/clinical nature, it will be directed to the Clinical Director, who in turn will have the physician or provider write a written response to the complaint.  This response is then submitted to the RCSU CEO to be processed and addressed.
   • If the complaint is of any other nature, it will be referred to the supervisor, who will have the employee respond. A written response will be sent to the complaintant, if requested.
   • Complaints will normally be process within a thirty (30) day time period. If additional time is needed to process the complaint, the complaintant will be notified.
7. If the complaintant is not satisfied with results obtained through the process outlined above, they may ask for a review by the CEO of the Aberdeen Area for the Indian Health Service.

  At any point in the complaint process, resolution of the complaint will terminate the process.  A written record of the actions taken will be maintained.
It is understood that all supportive information and the release of information must be submitted with a complaint.