Quality Management
Quality services is important to us! We are particularly focused on Promoting Positive Outcomes. In addition, we are committed to providing positive customer service to our clients and ensure that our services are of high quality.
Promoting positive outcomes
As noted elsewhere, Western has been recognized for making a positive difference in people's lives. We utilize the Center for Clinical Informatics' ACORN set of tools to provide research-supported feedback from the client to Western. We use this feedback to guide treatment, as well as improve our overall service system.
Certification and Credentialing Standards
Western has been reviewed and credentialed by most health plans in the Metro area. This process includes a review of documentation to ensure it meets national and state standards. Western has been certified by the State of Oregon to provide mental health and substance use services through a rigorous review process for nearly two decades.
Coordination of Care
Western prides itself on coordination of care. Our Quality Management Committee reviews several standards related to coordination of care where allowed by law or authorized by a client.
Access
We review our phone response to ensure calls are answered within an average of 30 seconds from the call. We also regularly review the time from a first call to the first appointment to ensure access to Western services.
Complaints and Critical Incidents
Our Quality Management Committee reviews complaints and critical incidents to identify potential opportunities for improvement.
Complaint Process
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.
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 or faxed to the following address:
Western
C/O: Joe Hromco, Ph.D., VP of Operations
PO Box 82819 Portland, OR 97282FAX: 503-297-4743
If you are unable to complete complaint form-please contact Joe Hromco, Ph.D., VP of Operations at 503-828-8718
If you have an urgent problem:
- Please contact your designated Western site and provide complaint information to office personnel. They will assist you with the complaint process or
- Contact Joe Hromco, Ph.D., VP of Operations at 503-828-8718
