Grievances & Appeals Policy

Effective Date: March 1, 2026 

Our Commitment 

Soma Roots Therapy is committed to providing quality services that meet your needs, honor your rights, and respect your dignity. We believe that feedback—including concerns, complaints, and suggestions—helps us grow, improve, and maintain the trust you place in us. 

If you or anyone acting on your behalf believes that your needs are not being met, your rights have been violated, or you have concerns about any aspect of your care or services, you have the right to file a grievance. This policy explains how to do that, what to expect, and how we will work to resolve your concerns in a timely, fair, and respectful manner. 

You will not be penalized, discriminated against, or treated differently for filing a grievance. Your voice matters here. 

What is a Grievance? 

A grievance is a formal complaint about any aspect of services, treatment, policies, staff conduct, billing, access to care, or perceived violations of your rights. Grievances can include (but are not limited to): 

  • Concerns about the quality, timeliness, or appropriateness of services  

  • Disagreements with treatment decisions or recommendations  

  • Concerns about staff behavior, communication, or respect  

  • Billing, insurance, or payment disputes  

  • Denial, reduction, or termination of services  

  • Violations of your rights as outlined in the Notice of Individual Rights  

  • Concerns about confidentiality, privacy, or records  

  • Issues related to accessibility, accommodations, or discrimination  

  • Any other matter related to your care or experience with Soma Roots Therapy 

Who May File a Grievance? 

Grievances may be filed by: 

  • You (the client receiving services)  

  • Your parent or legal guardian (if you are a minor or have a guardian)  

  • Your authorized representative (someone you have designated to act on your behalf)  

  • An advocate or support person acting on your behalf with your consent 

How to File a Grievance 

Step 1: Try to Resolve the Issue Informally (Optional) 

If you feel comfortable doing so, you may first try to resolve the issue by speaking directly with: 

  • Your clinician  

  • Administrative staff  

  • The Clinical Supervisor or Executive Director 

We will make every effort to address your concern promptly and respectfully at this stage. However, you are not required to attempt informal resolution before filing a formal grievance. If you prefer to proceed directly to a formal grievance, that is your right. 

Step 2: Submit a Formal Written Grievance 

If informal resolution does not work, is not appropriate, or if you prefer to file a formal grievance from the start, you may submit a written grievance. 

Your written grievance should include: 

  • Your name and contact information (phone, email, or mailing address)  

  • Date(s) of the incident or occurrence  

  • A clear description of the problem or concern  

  • Names of persons involved (if applicable)  

  • Any other details that will help us understand the situation  

  • Your suggestions for resolution (if you have any) 

How to submit your grievance: 

  • By mail: Soma Roots Therapy, 327 NE 5th Ave, Suite B, Camas, WA 98607  

  • By phone: Call (360) 218-5040 and request assistance in submitting a written grievance  

  • Use the Grievance Form: A Grievance and Appeals Submission Form below is available for online use and is also available in hard copy. 

We will acknowledge receipt of your grievance within 3-5 business days. 

Grievance Review Process 

Standard Grievance Timeline 

Once we receive your formal written grievance, the following process will occur: 

1. Grievance is Logged 

Your grievance is logged the day it is received and assigned to our Grievance Response Team. 

2. Investigation Begins 

The Grievance Response Team will: 

  • Review all relevant information, records, and documentation  

  • Speak with you and any other appropriate parties involved  

  • Conduct a fair and impartial investigation 

Timeline: Investigation will be conducted within 30 calendar days of receipt, or sooner if possible. 

3. Regular Updates 

You will receive updates on the status of your grievance at least every 7 calendar days throughout the investigation process. 

4. Written Response 

The Grievance Response Team will: 

  • Discuss possible resolutions with you  

  • Take action to resolve all aspects of your grievance  

  • Provide you with a written response outlining findings, resolution, and any actions taken 

Timeline: You will receive a final written response within 45 calendar days of the original grievance submission. 

5. Documentation 

A copy of your grievance, a summary of the investigation, and a description of the resolution will be placed in your clinical record. You have the right to review this information. Any information that could violate the privacy rights of staff or other clients may be withheld or redacted in accordance with applicable law. 

Expedited Grievances 

If the matter of your grievance is likely to cause serious harm to you or others before the standard grievance process can be completed, you (or your guardian or representative) may request an expedited review. 

Expedited Review Timeline: 

  • The Executive Director will review and respond in writing within 2 business days of receipt of the expedited grievance request.  

  • The written response will include information about the resolution and the appeals process. 

To request an expedited review, clearly mark your grievance as "EXPEDITED" and explain why immediate review is necessary. 

Appeals Process 

If you are not satisfied with the outcome of your grievance, you have the right to appeal the decision. 

How to File an Appeal 

Step 1: Internal Appeal to Soma Roots Therapy 

  • Submit your appeal in writing within 10 working days of the date you received the Grievance Response Team's written response.  

  • Your appeal should state why you disagree with the decision and what resolution you are seeking.  

  • Soma Roots Therapy representatives will be available to assist you in responding to the appeal if requested. 

Where to submit your appeal: 

  • By mail or email (same contact information as grievances above) 

Timeline: Soma Roots Therapy will provide a written response to your appeal within 10 working days of receipt. 

Step 2: External Appeals (If Applicable) 

If you remain unsatisfied with the internal appeal decision, you may file additional appeals with external agencies: 

For Oregon Clients: 

Oregon Health Authority, Health Systems Division 
Phone: (503) 945-7563 
Website: https://www.oregon.gov/oha  

  • You may file a written appeal with the Health Systems Division within 10 working days of the date of Soma Roots Therapy's written response to your internal appeal.

  • The Health Systems Division must provide a written response within 10 working days of receipt of the appeal. 

Second-Level Appeal (Oregon): 

  • If you are not satisfied with the Health Systems Division's response, you may file a second appeal in writing within 10 working days of the date of the written response to the Health Systems Division Director at the Oregon Health Authority. 

Disability Rights Oregon 
Phone: (503) 243-2081 
TTY users: Dial 711 
Website: https://www.droregon.org  

Oregon Governor's Advocacy Office 
Phone: (503) 945-6904  

For Washington Clients: 

Washington State Office of Behavioral Health Consumer Advocacy 
Toll-Free: 1-888-874-8982 
Website: https://www.bhconsumeradvocacywa.org  

Washington State Department of Health (for licensing complaints) 
Phone: (360) 236-4700 
Website: https://www.doh.wa.gov/complaints  

Disability Rights Washington 
Phone: (800) 562-2702 
Website: https://www.disabilityrightswa.org  

For Insurance-Related Appeals (All Clients): 

If your treatment is paid for by public or private insurance, you may also file an appeal or grievance with your insurance company or coordinated care organization (CCO). Contact your insurance plan for their specific grievance and appeals procedures. 

For HIPAA Privacy or Security Complaints (All Clients): 

If your grievance relates to privacy or security of your protected health information (PHI), you may file a complaint with: 

U.S. Department of Health and Human Services, Office for Civil Rights 
Phone: 1-800-368-1019 
TDD: 1-800-537-7697 
Online: https://www.hhs.gov/ocr/complaints/index.html  

Timeline for filing with OCR: Generally 180 days from when you knew of the alleged violation (extensions may be granted for good cause). 

Your Rights and Protections 

Freedom from Retaliation 

No one at Soma Roots Therapy will retaliate against you for filing a grievance, participating in an investigation, or serving as a witness. 

Retaliation includes (but is not limited to): 

  • Dismissal or termination of services  

  • Harassment or intimidation  

  • Reduction in services, quality of care, or access  

  • Negative comments in your clinical record  

  • Changes to your treatment plan or appointments as punishment  

  • Any other adverse action taken because you filed a grievance 

If you experience retaliation, report it immediately. Retaliation is a serious violation of your rights and will be investigated and addressed accordingly. 

Immunity from Liability 

You are immune from any civil or criminal liability with respect to the making or content of a grievance made in good faith. This means you cannot be sued or prosecuted for filing a complaint, as long as it is made honestly and in good faith. 

Right to Assistance 

You have the right to: 

  • Request assistance in completing grievance or appeal forms  

  • Have a friend, family member, advocate, or legal representative assist you in the grievance process  

  • Have an interpreter or translator if needed  

  • Receive grievance and appeal materials in accessible formats 

Confidentiality 

Grievances and appeals are handled with confidentiality to the extent permitted by law. Information about your grievance will only be shared with: 

  • Staff involved in the investigation and resolution  

  • External agencies as required by law or regulation  

  • Individuals you authorize to receive information 

Your grievance and the outcome will be documented in your clinical record. Information that could violate the privacy of other clients or staff may be redacted or withheld in accordance with applicable privacy laws. 

Contact Information 

To file a grievance or appeal, or for questions about this policy: 

Soma Roots Therapy 
327 NE 5th Ave, Suite B 
Camas, WA 98607 
Phone: (360) 218-5040 
Email: info@somarootstherapy.com 
Website: www.somarootstherapy.com 

Additional Resources 

Oregon: 

  • Oregon Health Authority, Health Systems Division: (503) 945-7563  

  • Oregon Governor's Advocacy Office: (503) 945-6904 

Washington: 

Federal (HIPAA): 

Acknowledgment 

By signing the Agreement and Informed Consent for Therapy Services, you acknowledge that you have been provided with this Grievances and Appeals Policy and have had the opportunity to ask questions. 

You may download a hard copy of this policy for your records. 

 

Questions? We want to hear from you—whether it's a small concern or a formal grievance. Your feedback helps us improve, and your right to voice concerns is a core part of respectful, accountable care. If you have any questions about this policy or how to file a grievance, please reach out. 

Thank you for trusting Soma Roots Therapy with your care. 

Grievance and Appeals Submission Form 

To submit by mail download the policy and form here.