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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 704.536.0375. 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
704.536.0375 ext 6