This policy for addressing program complaints excludes complaints for which there is an established university,school, or program policy or procedure, such as grade appeals, academic dismissal appeals, or allegations of racial,sexual, or gender harassment. These matters are covered in the physical therapy student handbook, the school ofhealth related professions student handbook, the UMMC bulletin, or the UMMC faculty and staff handbook.
An individual who has a concern/complaint following an experience/encounter with any student, faculty, or staffmember is welcome to communicate their complaint. Program complaints are recognized as an opportunity forprogram improvement and should be expressed with this end in mind.
A complainant can choose to communicate a complaint either informally and formally. If the complainant chooses,the complaint can be communicated informally by contacting the party(s) involved (e.g. course coordinator, facultymember, program director, academic coordinator of clinical education, student) to discuss the issue. In this case,there is no documentation of the complaint. If the complainant prefers, a formal written complaint can be filedwith the program director. Such a complaint must be communicated in writing and be signed. The complaintshould state with specificity the facts giving rise to the complaint, the names of persons who have knowledge ofthe events surrounding the complaint, and the relief sought. It should be signed by the person filing the complaint.
All parties to the process will seek to maintain the confidentiality of the process; however, it is recognized thatcircumstance may compel further disclosure to other persons, particularly if the facts implicate possible violationsof law, University policy, or foreseeable risk of harm to any person. The program director will maintain a file of allwritten program complaints for a period of five (5) years.
Complaints should be addressed to:
The program director will address the issue with the involved party within ten (10) working days of receipt of theletter and will seek resolution of the issue. The resolution action will be communicated to all parties in writing.
Should the complainant not be satisfied with the resolution of the issue at the program level, or if the complaintinvolves the program director, the complaint can be made to the dean of the school of health related professions.As appropriate, the program director will forward a written summary of the situation to date.
The written complaint shall be filed with the dean within ten (10) working days of receipt of the complaintresolution letter from the program director, or, if the complaint is regarding the program director, within ten (10)working days of the experience/encounter. Upon receipt of the complaint, the dean shall evaluate the merits of thecomplaint and identify a course of action. A letter summarizing the dean’s action shall be filed with the complaintletter in the program complaint file. This ends the complaint process.