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CONTRACT NO. OHS-573-89 <br /> <br /> F. Filing Grievances <br /> <br /> 1. Enrollees may file a complaint about the OHS Plan <br /> <br />or a provider by appearing in person or writing or calling OHS at: <br /> <br /> Office of the General Counsel <br /> Occupational Health Services, Inc. <br /> 187 - 40th Street Way <br /> Oakland, CA 94611 <br /> (415) 655-0535 <br /> (800) 227-1060 <br /> <br />Contractor will mail a consumer satisfaction survey to all <br />Enrollees who utilized the service. This will be used as a <br />routine method to identify strengths and weaknesses of Program <br />Services. In addition, copies of Enrollee complaint forms shall <br />be sent to the Enrollee on request, or when a complaint is <br />indicated through return of the client questionaire. Completed <br />forms should be submitted to the above address. Assistance will <br />be provided by a representative of Contractor to anyone <br />attempting to file a grievance in person or by telephone. <br /> <br /> G. Plan Response to Grievances <br /> <br /> 1. Within fifteen (15) days of receiving a complaint, <br /> <br />Contractor will contact the Enrollee to acknowledge receipt of the <br />complaint. This contact will be made to solicit details of the <br />complaint from the Enrollee and conduct an investigation. <br /> <br /> 2. Within thirty (30) days, the complainant shall be <br />notified of the disposition of the complaint by the Clinical <br />Director. <br /> <br /> 3. If the complaint cannot be resolved by the Clinical <br />Director, or the complainant requests a review of the disposition of <br /> <br /> - 6 - <br /> <br /> <br />