Posters and/or other materials. (e.g., patient handouts) that notify clients of the below. See Appendix F for an example from PEPFAR that can be adapted to your context Their right to receive quality, confidential services, that are free of coercion The right to decline any service you do not wish to receive The ability to make a complaint if these rights are violated Information on how to make the complaint Multiple pathways for clients to share concerns and complaints about index testing services. At least some of these options must be anonymous. Options include: Suggestion boxes; see Appendix G: Customer Complaint Form Hotlines Client surveys Online submission options Pathways for providers to share complaints and concerns, including anonymously. Providers should be able to take advantage of one of the anonymous options provided to clients. Providers should also be able to share their concerns openly, especially those related to their own security. An implementer security log (Appendix H) can be used to document security incidents that affect providers. Question 12 asks whether the incident was specifically related to index testing (which would then indicate that it must be documented as an adverse event in other tools [Appendices C and D or E]). A process for connecting clients who experienced adverse events to appropriate services. To the extent possible, these services should include: Medical support Legal support Social support Psychosocial support and counseling Other IPV services, such as shelter A process and forms to document and investigate adverse events. Adverse events should be documented on a form [Appendix C / Appendix E/ create your own]. All serious and severe adverse events must be investigated by [the site manager or another individual tasked with investigation; program to fill in appropriate position]. This person should investigate the adverse event and fill out [Appendix D or Appendix E or the site’s own form]. Follow-up steps and actions should be identified in order to prevent similar adverse events in the future. When the adverse event is IPV, it should not be investigated as other adverse events would be. Instead, the investigation should focus on whether procedures were followed regarding IPV assessment, provision of psychological first aid, and appropriate referrals. A process to determine changes needed, if any, to avoid future adverse events. [These individuals/positions] will be responsible for reviewing investigation findings to determine the changes/tra...
Posters and/or other materials. (e.g., patient handouts) that notify clients of the below. See Appendix F for an example from PEPFAR that can be adapted to your context Their right to receive quality, confidential services, that are free of coercion The right to decline any service you do not wish to receive The ability to make a complaint if these rights are violated Information on how to make the complaint
