Client Feedback. Grantee shall submit a final Client Feedback Plan in accordance with Attachment C, Contract Deliverables, of the Grant Agreement. Grantee shall maintain a current Client Feedback Plan on file and be available for HHSC review upon request. Client Feedback Plan must include the method used to document and track: (1) the process for identifying and communicating to HHSC any unmet client needs so the ADRC can collaborate with HHSC to address them; and (2) the procedure for notifying HHSC within ten (10) calendar days of any complaint against the ADRC or any ADRC staff, and notifications must include the following: 1. Contact name and other identifying information; 2. Date contact received; 3. Method of receipt (fax, phone, email, etc.); 4. Reason for contact (in line with standard definitions developed by the Health and Human Services Office of the Ombudsmen); 5. Details to isolate potential trends such as location or particular service; 6. Resolution actions; 7. Date of resolution (if the complaint is not resolved within ten (10) calendar days, the Grantee must notify HHSC of the resolution upon the final communication with the client); 8. Determination of whether complaints are substantiated or not; and 9. Record of final communication with the consumer, including date and method.
Appears in 9 contracts
Samples: Grant Agreement, Grant Agreement, Grant Agreement
