A Customer Service Complaint is any complaint and/or concern from one of our valued customers, defined as a client or a candidate, regarding a situation or incident that results in dissatisfaction of that customer. The purpose of our complaint standard is to:
- To have a positive impact in improving customer service and satisfaction.
- To understand the causes that underlie a complaint and to focus on making changes to systems and processes to reduce the probability of a similar complaint in the future.
- To prevent potentially compensable events and to protect corporate financial resources potentially jeopardized by customer dissatisfaction.
- To analyze and trend data to identify opportunities for organizational performance improvement.
Clinical Resources LLC personnel are entitled to full and equal accommodations, advantages, facilities, privileges and services provided by the company. The company accepts complaints from persons who believe that they have experienced a violation of their rights. The following guidelines shall be followed in resolving complaints.
- Complaints must be received within 30 days of the alleged act.
- The complaint may be written or verbal and should include a description of the occurrence and why the person filing the complaint believes the action or incident was in violation of his/her rights. Complaint can be submitted by contacting the corporate office at 1-888-800-3377 and speaking directly with the VP of Operations or CEO and/or by requesting a form and submitting in writing.
- An individual seeking to file a complaint needs to contact Clinical Resources LLC management. An intake interview or phone interview will be conducted with the complaining party.
- All complaints are logged, investigated and resolved to the best of the company’s ability within 30 days or obtaining such complaint. The VP of Operations is responsible for overseeing the complaint process. The CEO, in conjunction with the VP of Operations will ensure resolution of all complaints.
- After a careful screening process, the complaint is investigated to determine if there is sufficient evidence to support the allegation. The complaint documentation must contain a claim, which constitutes a violation of the complaining person’s rights.
- A complaint may be settled at any time after it is reported. Opportunities will be given to all parties involved to ask questions, provide information, and suggest witnesses in order to resolve the complaint.
- As the investigation proceeds, individuals will be interviewed and pertinent records and documents will be reviewed.
- The person filing the complaint must cooperate fully by providing accurate information and by supplying any appropriate documents to support the allegations.
- Information gathered in the course of an investigation is subject to disclosure unless otherwise protected by the individual’s right to privacy (e.g. medical records).
- If the complaint is substantiated, a reconciliation conference to settle the complaint will be scheduled. Settlement terms may require:
o Restoration of previously denied rights
o Compensation of any out-of-pocket losses incurred by person filing complaint
o Correction of other harm(s) resulting from the violation(s)
o Modification of practices that adversely affect persons protected under law
o Other actions to eliminate the effects of violation of rights.