New Escalation Call Procedure:

Use this guide when a patient asks to speak with the CEO, CMO, CFO, or a VP, or Manager at Southwest Care Center.

🧭 Quick Steps to Follow:

Step 1: Initial Request

If a patient asks to speak with an Executive Leader, acknowledge their concern and move to Step 2.

Step 2: Explain the Process

Inform the patient:

• Complaints must first go to the Clinic or Pharmacy Manager.

• Offer to transfer the call to the appropriate manager.

• Recommend submitting a complaint through the SCC website.

• 🔁 If the patient says OK → go to Step 3A. 

• ⛔ If they say no and still want someone higher → go to Step 3B.

🔁 Step 3A: Transfer to Manager

• Transfer to assigned Clinic or Pharmacy Manager.

• Ensure complaint is logged through the incident reporting link on SCC website.

⬆️ Step 3B: Further Escalation

• Offer transfer to the Director of Quality and Population Health, Cassandra Watson.

• Encourage voicemail and log the complaint in the system.

📞 Step 4: Follow-Up (If Patient Calls Back)

• If the manager didn’t respond, transfer again and request the patient leave a voicemail.

• Reassure them we will be in contact with them and confirm the complaint is logged.

🚨 Key Reminders:

• Always log complaints in the online portal

• When submitting a complaint on behalf of a patient, please ensure that you include the patient's name, contact information, and MRN. Complaints should no longer be filed under the agent’s name or email, as was done previously.

• Llasmin Nevarez-Gonzalez is no longer the contact for complaints.

• Maintain a professional and supportive tone.

Clinic Managers Contact Info:

Pharmacy Managers Contact Info:

Escalation Contact: