If you’re dissatisfied with your child’s course of treatment, you may voice your concerns in person or online. Whether you are concerned that a staff member is not measuring up to our standards, or you believe a portion of treatment is not effective, we encourage you to speak up and share your concerns.
Before we outline the steps to submit a complaint, you should understand that early intervention doesn’t guarantee results. Your child is far more likely to develop foundational skills with the help of an early intervention program, but there is also a chance that they won’t develop as much or as quickly as you may have hoped.
Every child with autism is different. There is no way to tell for sure when a child will begin making significant progress or how that child will respond to treatment.
The only way to be sure that your child is on the right developmental track is by putting them in an early intensive intervention program. Please feel free to reach out to us with any questions or concerns.
Making an In-Person Complaint
We encourage you to meet with your child’s Clinical Team if you’re unhappy or concerned with treatment services, or if your expectations for early intervention are not being met. We take these concerns very seriously and do everything in our power to make early intervention productive, safe, efficient, and reliable.
Your Clinical Team is available to you to discuss and address any hesitation or concern. In addition, the Board Certified Behavior Analyst in charge of your child’s treatment can revisit the specifics of your child’s treatment with you, making modifications if needed.
If you are still dissatisfied after speaking with the Clinical Team, you can reach out to the Site Coordinator at your center, or you may contact our Quality Assurance/Compliance department, the division that investigates grievances and complaints. A member of our Compliance department will initiate an investigation, starting with your concerns. It’s important to remember that your child will continue to receive treatment as long as it is agreed upon by you and the Compliance team.
Making an Anonymous Complaint
We encourage parents and caregivers to approach their child’s Clinical Team directly with any concerns, but we understand that this is not always realistic. In those circumstances, we ask that you submit a complaint with our confidential third-party hotline provider, EthicsPoint. It is helpful if you leave your name so we may contact you, however anonymity is also an option.
Make use of EthicsPoint in any situation where you feel uncomfortable, intimidated, or otherwise reluctant to bring up an issue in person. All reports go straight to the EthicsPoint secure server to prevent any possible security breaches. They do not generate or maintain internal connection logs with IP addresses, meaning no information is available that could possibly link your device to EthicsPoint.
When you file a report with EthicsPoint, you’ll receive a unique username and password. You can log in at any time to access your original report or to add more details or answer questions that could help resolve the open issue.
Our Compliance & Ethics Team Can Help
Therapeutic Pathways values parent/caregiver input. We’re required to meet federal and state laws governing the treatment of autism in young children, so there are multiple avenues you can take to file a complaint or voice a concern.
We recommend that concerned parents begin with our in-house Compliance & Ethics team. They’ll work closely with you to the bottom of the issue and find a favorable solution for you and your child. Rest assured that your child will continue receiving treatment through any mediation or hearing process.
Therapeutic Pathways is professional, understanding, and humane – we will never deny or withhold treatment just because you filed a complaint.
For any questions about the complaint and grievance process, feel free to contact our Quality Assurance team.