4.2 Feedback, Concerns, and Complaints

hopscotch is committed to excellence, transparency, and integrity within all methods of behavioral health service delivery in our company and on our platform our aim is to always exceed expectations, addressing feedback, concerns, and complaints with intentionality and sincerity we encourage open, collaborative communication from our providers, clients, and other stakeholders hopscotch views any feedback, concern, or complaint as an opportunity for learning, growth, and improvement, as well as a chance to build stronger and more trusting relationships hopscotch will respond promptly to resolve concerns expressed by providers, clients and/or caregivers all complaints will be investigated and resolved by the appropriate hopscotch staff according to hopscotch policy within 30 days after the complaint is received by the complainant hopscotch will conduct a prompt and impartial investigation of all allegations of discrimination and to take effective corrective action when a claim of discrimination is substantiated no one may intimidate, threaten, coerce, or engage in other discriminatory conduct against anyone because they have acted or participated in an action to secure rights protected by the civil rights laws provider complaints all hopscotch providers may submit either a written or verbal complaint written complaints from providers should be directed to community\@joinhopscotch com a written complaint should (but is not required) include at a minimum, the name, telephone number, and email address of the complainant and a brief description of the complaint so that hopscotch may follow up with the complainant regarding resolution and/or to collect additional information oral complaints may be made by requesting a phone or video appointment with a member of hopscotch’s community team this request may be made via email at client/caregiver complaints all hopscotch clients and caregivers may submit either a written or verbal complaint written complaints from providers should be directed to clinicaloperations\@joinhopscotch com a written complaint should (but is not required) include at a minimum, the name, telephone number, and email address of the complainant and a brief description of the complaint so that hopscotch may follow up with the complainant regarding resolution and/or to collect additional information oral complaints may be made by requesting a phone or video appointment with a member of hopscotch’s clinical operations team this request may be made via email at clinicaloperations\@joinhopscotch com