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Andrews Counseling and Consulting, PLLC

Compliance & Policies

Grievances, Concerns & Complaints

If something isn't right, we want to know. Raising a concern will never affect the care you receive.

Any client, family member, guardian, or authorized representative may raise a concern about ACC's services, and doing so will never affect the care you receive. Retaliation for raising a concern is prohibited.

How to Raise a Concern with ACC

Speak with your provider directly; many concerns are resolved fastest this way. Or contact ACC's Compliance Officer:

Concerns may be shared in person, by phone, by mail or email, through the grievance form, or anonymously, and by a family member, guardian, or authorized representative on your behalf.

What Happens Next

  • We will acknowledge your grievance in writing within three (3) business days.
  • The Compliance Officer or a designee not directly involved in the concern will begin an impartial review within seven (7) business days, which may include speaking with you and reviewing records.
  • You will receive a written response within thirty (30) calendar days whenever possible, including what we found and what we will do.
  • If resolution takes longer, you will receive a written status update with an estimated date.
  • Raising a concern will never interrupt your services, and you may use any of the external options below at any time.

External Options: Available at Any Time

You never need ACC's permission to contact an outside agency, and you may do so instead of, or in addition to, our internal process:

  • Your health plan or LME-MCO: member services number on your insurance card (for Medicaid Tailored Plan members, your plan's member and grievance line).
  • NC DHHS, Division of Health Services Regulation, Complaint Intake Unit: 1-800-624-3004.
  • The applicable professional licensing board for your provider (for example, the North Carolina licensing boards for counselors, social workers, or psychologists).
  • The Joint Commission: ACC is accredited by The Joint Commission. Anyone may report a patient-safety or quality-of-care concern about an accredited organization directly to The Joint Commission at www.jointcommission.org (Report a Patient Safety Concern). Reporting a concern to The Joint Commission will never affect your services at ACC.