{"id":26617,"date":"2022-04-26T09:39:51","date_gmt":"2022-04-26T13:39:51","guid":{"rendered":"\/?page_id=22444"},"modified":"2026-09-30T21:19:02","modified_gmt":"2026-10-01T01:19:02","slug":"complaints","status":"publish","type":"page","link":"https:\/\/vayapartners.org\/es\/state-funded\/complaints\/","title":{"rendered":"Quejas de los beneficiarios"},"content":{"rendered":"<section class=\"gb-container gb-container-42b4a8c0\"><div class=\"gb-inside-container\">\n\n<div>\n<p class=\"wp-block-paragraph\">Esperamos que Vaya Partners le sirva bien. Si no est\u00e1 satisfecho o tiene alguna queja sobre cualquiera de los servicios de salud mental financiados por el Estado, discapacidad intelectual o de desarrollo, lesi\u00f3n cerebral traum\u00e1tica o sobre su gestor de atenci\u00f3n, Partners o su proveedor, puede presentar una queja ante Vaya Partners.<\/p>\n\n\n\n<div>\n<h2 class=\"gb-text\">\u00bfC\u00f3mo presento una queja?<\/h2>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Vaya Partners acepta quejas por cualquiera de los siguientes medios:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>TEL\u00c9FONO:<\/strong>&nbsp;Llame a la l\u00ednea de servicios para miembros de ACCESS en&nbsp;<a href=\"tel:1-888-235-4673\" target=\"_blank\" rel=\"noopener\" title=\"\">1-888-235-4673<\/a>&nbsp;o el Equipo de Resoluci\u00f3n de Reclamaciones e Incidencias de Vaya Partners en&nbsp;<a href=\"tel:1-800-893-6246\" target=\"_blank\" rel=\"noopener\" title=\"\">1-800-893-6246<\/a>ext. 1600. Tambi\u00e9n puede informar de sus preocupaciones de forma an\u00f3nima a trav\u00e9s de la l\u00ednea directa gratuita de cumplimiento 24\/7 de Vaya Partners en&nbsp;<a href=\"tel:1-866-916-4255\" target=\"_blank\" rel=\"noopener\" title=\"\">1-866-916-4255<\/a>.<\/li>\n\n\n\n<li><strong>CORREO:<\/strong>&nbsp;Escr\u00edbanos a Vaya Partners, Grievance Resolution and Incident Team, 901 S. New Hope Road, Gastonia, NC 28054.<\/li>\n\n\n\n<li><strong>ONLINE:<\/strong>\u00a0Visite Vaya Partners\u00a0<a href=\"https:\/\/secure.ethicspoint.com\/domain\/media\/en\/gui\/48873\/index.html\" target=\"_blank\" rel=\"noreferrer noopener\">Portal de cumplimiento EthicsPoint\u00a0<\/a>(tambi\u00e9n le permite reportar de forma an\u00f3nima) o visitar el <a href=\"\/es\/member-recipient-portal\/\" title=\"\">Portal de MemberCONNECT<\/a><\/li>\n\n\n\n<li><strong>CORREO ELECTR\u00d3NICO:<\/strong> P\u00f3ngase en contacto con nosotros en <a href=\"mailto:resolutionteam@vayapartners.org\" target=\"_blank\" rel=\"noopener\">ResolutionTeam@vayapartners.org<\/a><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Contactarnos con una queja significa que no est\u00e1s satisfecho con Vaya Partners, tu proveedor o los servicios que recibes. La mayor\u00eda de estos problemas se pueden resolver de inmediato. Ya sea que resuelva tu problema de inmediato o necesitemos realizar alg\u00fan trabajo adicional, registraremos tu llamada, tu inquietud y nuestra soluci\u00f3n. Te informaremos por escrito de que hemos recibido tu queja. Tambi\u00e9n te enviaremos un aviso por escrito cuando haya finalizado la resoluci\u00f3n de tu queja.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Puede pedir a un familiar, un amigo, su proveedor o un representante legal que le ayude con su queja. Deben tener su consentimiento por escrito para presentar una queja en su nombre. Si necesita nuestra ayuda debido a una discapacidad auditiva o visual, o si necesita servicios de traducci\u00f3n o ayuda para rellenar alg\u00fan formulario, podemos ayudarle.<\/p>\n<\/div>\n\n\n\n<div>\n<h2 class=\"gb-text\">\u00bfC\u00f3mo se resolver\u00e1 mi queja?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Le comunicaremos por escrito que hemos recibido su queja en un plazo de cinco d\u00edas laborables a partir de su recepci\u00f3n. Nuestra carta tambi\u00e9n le comunicar\u00e1 si vamos a resolver la queja de manera informal o realizando una investigaci\u00f3n. Si no est\u00e1 de acuerdo con la resoluci\u00f3n de la queja, puede presentar un recurso.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Proceso de resoluci\u00f3n informal:<\/strong>\u00a0Si abordamos la queja de forma informal, revisaremos su queja y le informaremos por escrito de c\u00f3mo la hemos resuelto en un plazo de 15 d\u00edas h\u00e1biles a partir de la recepci\u00f3n de su queja. Si no est\u00e1 conforme con la resoluci\u00f3n o el resultado de la queja, puede presentar una apelaci\u00f3n ante Vaya Partners dentro de los 15 d\u00edas h\u00e1biles siguientes a la fecha de la carta de resoluci\u00f3n informal.<\/li>\n\n\n\n<li><strong>Proceso de investigaci\u00f3n:<\/strong>&nbsp;Si investigamos su queja, completaremos la investigaci\u00f3n en un plazo de 30 d\u00edas naturales a partir de la recepci\u00f3n de su queja y le comunicaremos por escrito c\u00f3mo la hemos resuelto en un plazo de 15 d\u00edas naturales a partir de la finalizaci\u00f3n de la investigaci\u00f3n. Si no est\u00e1 de acuerdo con el informe de la investigaci\u00f3n, puede presentar un recurso contra el mismo en un plazo de 21 d\u00edas naturales. La apelaci\u00f3n de una investigaci\u00f3n se limita a los puntos identificados en el expediente de queja original y en el informe de investigaci\u00f3n. Vaya Partners convocar\u00e1 un comit\u00e9 de revisi\u00f3n para examinar el recurso y emitir\u00e1 una decisi\u00f3n por escrito basada en la decisi\u00f3n del comit\u00e9 de apelaci\u00f3n de mantener o anular las conclusiones de la investigaci\u00f3n.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Puede pedir a un familiar, un amigo, su proveedor o un representante legal que le ayude con su recurso. La carta de decisi\u00f3n se fechar\u00e1 en un plazo de 28 d\u00edas naturales a partir de la recepci\u00f3n del recurso para una investigaci\u00f3n o en un plazo de 20 d\u00edas laborables a partir de la recepci\u00f3n del recurso de una decisi\u00f3n informal.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Tambi\u00e9n puede ponerse en contacto con el Equipo de Atenci\u00f3n al Cliente y Derechos Comunitarios de la Divisi\u00f3n de Servicios de Salud Mental, Discapacidades del Desarrollo y Consumo de Sustancias de Carolina del Norte llamando al n\u00famero gratuito <a href=\"tel:1-855-262-1946\" target=\"_blank\" rel=\"noopener\" title=\"\">1-855-262-1946<\/a>por tel\u00e9fono en <a href=\"tel:1-984-236-5300\" target=\"_blank\" rel=\"noopener\" title=\"\">1-984-236-5300<\/a>o por correo electr\u00f3nico a <a href=\"mailto:dmh.advocacy@dhhs.nc.gov\" target=\"_blank\" rel=\"noopener\" title=\"\">dmh.advocacy@dhhs.nc.gov<\/a><strong>. <\/strong>El equipo trabajar\u00e1 con usted y con Vaya Partners sobre cualquier opci\u00f3n posible de servicios.<\/p>\n<\/div>\n\n<\/div><\/section>","protected":false},"excerpt":{"rendered":"<p>We hope Vaya Partners serves you well. If you are unhappy or have a complaint with any of your State-funded behavioral health, intellectual\/developmental disability, or traumatic brain injury services, or 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