What to Report and Expect:

• Upon receipt of your complaint or grievance, a member of our quality team will review your concerns and coordinate with the appropriate program leadership and/or Human Resources staff member to address your concerns. Someone will reach out to you to review the matter as soon as possible and work with you to attempt to find a resolution that meets the needs of all parties involved. Please take a moment to review the most common types of complaints and grievances that we encounter in our course of business.
• Quality of Care or Client Rights Concern: WFS staff work diligently to provide the best Quality of Care possible. Quality of Care concerns and Client Rights violations are negative experiences during the process of receiving care, treatment, or services from Wesley Family Services. These may include issues related to your interactions with staff; unethical practices; and difficulty receiving services as intended.
• Compliance, Regulatory Violation, or Billing/Financial Matters: WFS receives reimbursement from federal, state, and private payment entities. As a result, we monitor the billing and regulatory compliance practices of our programs to ensure integrity in our service delivery and billing practices. Compliance and Regulatory Violations may relate to fraud, waste, and abuse; improper billing for services; and falsification of paperwork/documentation.
• Privacy and Security: WFS acknowledges the importance of maintaining privacy of your protected health, service and employment information and encourages individuals to report any violations pertaining to any breach or improper sharing of this information.
• Human Resource Practices: Staff are encouraged to report any concerns related to their employment experience at WFS. This may include abuse of benefits, discriminatory practices, salary/wage issues, and harassment/threats.