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client rights

Know Your Rights

All clients, parents and custodians receive a copy of the Client Rights policy (NC, SC, FL, TN, KY) upon admission to a Thompson Child and Family Focus (TCFF) program. A youth friendly version is also available.

Who Can Help Me

You may ask any Thompson staff member you know and trust to assist you in reporting a complaint/grievance verbally or in writing.

What Happens Next?

Your complaint will be investigated by the program leader. If your complaint involves a Client Rights violation and/or an allegation of neglect/abuse, your complaint will be submitted to the Performance & Quality Improvement Department to conduct an internal investigation. Results of the investigation will be reported to you and/or your legal guardian. If you are not satisfied, you may contact our Chief Performance and Quality Officer at 704.266.6577. If your grievance is still not resolved, you may file a formal complaint.

What Happens If I Do NOT Agree with Thompson’s Response to My Complaint?

You may file a formal complaint with any of the following External Regulatory Agencies at any time. If needed, a Thompson staff can assist you in this process.

North Carolina

  1. Disability Rights NC, 3724 National Drive, Suite, 100, Raleigh, NC at (877.235.4210) or fax: (919.856.2244).
  2. Alliance Health Concern & Complaint Line at 800.510.9132
  3. The Council on Accreditation at https://coanet.org/report-a-concern/
  4. For Fraud, Waste or Abuse, you may contact the NC DHHS Customer Services Line at 800.662.7030 or the DMA at 877-DMA-TIP1 (877.362.8471).

South Carolina

  1. The Council on Accreditation at https://coanet.org/report-a-concern/
  2. For Fraud, Waste or Abuse, you may contact the SC DHHS Customer Services Line at 888.364.3224.

Florida

  1. The Council on Accreditation at https://coanet.org/report-a-concern/
  2. For Abuse, Abandonment or Neglect, you may contact the Florida child abuse hotline 800.96.ABUSE.
  3. For allegations of serious misconduct, Fraud, & Waste, you may contact the Office of Inspector General at https://www.myflfamilies.com/about/additional-services-offices/office-inspector-general/investigations/inspector-general.

Tennessee

  1. The Council on Accreditation at https://coanet.org/report-a-concern/
  2. For Fraud, Waste or Abuse, you may contact the TN Comptroller’s Hotline at 1-800-232-

    5454 or www.comptroller.tn.gov/hotline

  3. The Tennessee Child Abuse Hotline, 1-877-237-0004 or online: https://apps.tn.gov/carat/
  4. Disability Rights Tennessee Hotline – 1-800-342-1660
  5. For complaints related to discrimination, please contact Office of Civil Rights,

    Department of Children’s Services at 615-741-8422.

Kentucky

  1. The Council on Accreditation at https://coanet.org/report-a-concern/
  2. Kentucky Medicaid Fraud and Abuse Hotline at 1-800-372-2970
  3. Report Child Abuse and Neglect 877-597-2331 or 877 KYSAFE1 or 800-752-6200
  4. Kentucky Protection & Advocacy 1-800-372-2988

All of these agencies offer anonymous reporting options.

Who Is Thompson’s Client Rights Advocate?

Hannah Dunham
Chief of Staff
704.266.6577 ext 6