About Us: General Information About WPCS

Quality Management

Western Psychological and Counseling Services (Western) is committed to providing positive customer service to clients that seek services from Western Therapists, our billing department, and our front office personnel. The Quality management team includes members of the Executive Council and is lead by Daryl Quick, Ph.D. In addition to our own procedures for Quality Improvement, all Western therapists participate with the standards and procedures of all contracted companies. Western own internal Quality Improvement procedures include chart documentation standards, continuing education presentations, client satisfaction questionnaires, complaint and Grievance procedures/process, Peer review, phone response, and intake accessibility.

Chart Documentation Standards

All Western Clinicians follow NCQA chart documentation standards. Western clinicians have exceeded the standard with 95% compliance every year since 1995

Client Satisfaction Questionnaires

It is important to Western that those seeking / receiving services are satisfied with the services provided at Western. Many of our referrals come from those we have seen in the past. Annually, Western surveys all active clients to determine their personal satisfaction with the services provided. This report is reviewed by the Executive Council and shared with individual therapists.

Phone Response

Each month, random calls are made to the sites to measure the response time it takes to answer a call at all Western sites. This process helps to assure that each person seeking services will have access to intake accessibility.

Intake Accessibility

In order to assure timely accessibility for clients, all intakes are logged and reviewed monthly. It is Western goal to have an appointment offered as quickly as possible and that a client is seen no later than ten days. Urgent appointments are made within 24 hours.

Complaint and Grievance Procedures

Western is committed to providing professional services to the members we serve. The Complaints and Grievance procedure track all complaints until full resolution. While most complaints are isolated incidents, we are mindful of any trends and/or serious situations that need to be addressed throughout Western.

Notice of Complaint Process

Where to get a complaint form:

• At All Western Psychological and Counseling Services Locations (at the reception window)
• Download online under the "Forms" section
• Request a form by calling our office

How to file a complaint:

• Complete complaint form and drop-off at Western site
• Completed complaint forms may be mailed to the following address:

Western
C/O: Tom Woodruff, Vice President Community Relations
PO Box 82819 Portland, OR 97282

Tom Woodruff, Vice President Community Relations at: 503-828-8718

If you have an urgent problem:

• Please contact your designated Western site and provide general complaint information to office personnel. They will assist you with the complaint process; or (Use this method during general business hours: 9 am to 5 pm, M-F)
• Contact Tom Woodruff, Vice President Community Relations of Western at: 503-828-8718