API Complaint & Grievance Process
Grievance Procedure
Upon receipt of a complaint, API staff will attempt to resolve the issue during the shift in which it is received. If the issue remains unresolved or if the individual chooses, the concern may be escalated to a formal grievance. In such cases, the individual will be assisted in completing a grievance form. Patient Advocate staff or other designated representatives are available to assist in this process as needed.
Grievances involving allegations of abuse or neglect are immediately forwarded to API Senior Management for review and appropriate action, which may include reporting to external oversight bodies, in accordance with applicable laws and regulations.
Definitions:
- Complaint: A complaint is an informal verbal or written statement by a patient of a situation or practice that is unsatisfactory or unacceptable to that patient that can be resolved by API unit staff.
- Grievance: A grievance is a formal written complaint that is made to any hospital staff member by an individual, or their representative, regarding their care or experience.
API aims to resolve grievances and provide a written response within seven business days. If the grievance requires more time, the individual is notified in writing, and a final response will be given within 30 days. Individuals unsatisfied with the outcome may contact the hospital's Director of Quality Assurance or the governing body co-chair, Treasurer, and CEO, the designated impartial body. Contact information for external agencies is readily available on Patient Rights Posters in each unit and can also be provided by the Patient Advocate upon request for further redress. Please note, informal complaints are typically resolved verbally and may not receive a formal written response unless escalated to a grievance.
To submit a completed grievance form, or if you have any questions about the complaint or grievance process, you may email our patient advocates.
For New Patients:
At the time of admission, all patients and any legal guardians and/or designated representatives, will be given a copy of the 
Notice of Rights and Responsibilities, which will include information about API's complaint and grievance process and who the individual may contact in order to file a complaint or grievance. Staff responsible for orienting a patient to the unit will show the individual where the grievance forms and grievance drop box are located.