Report a Safety or Quality-of-Care Concern

7.1 Get immediate help when needed

Call 911 for a medical emergency, overdose, immediate danger, serious injury, fire or a life-threatening situation. If you are at an AriseVida location, also alert an available staff member as soon as it is safe to do so. Do not delay emergency assistance to complete a report or wait for permission.

For a suicide, mental-health or substance-use crisis, call or text 988, or use the 988 Lifeline's online chat. Crisis support is available around the clock. If someone needs immediate emergency medical care, use 911. SAMHSA information about 988.

Website forms, email, text messages and voicemail are not emergency-response services and may not be reviewed immediately. Sending a message does not mean a clinician has assessed the person or that help has been dispatched. For an urgent treatment question that is not an emergency, call 602-899-1229 during clinic hours and identify the urgency. Nonemergency after-hours messages may be sent by text to 602-851-6964, but this channel does not guarantee an immediate clinical response. Use 911 or 988 as appropriate when help cannot wait.

7.2 What you can report

You may report an event that caused harm, a near miss that could have caused harm, an unsafe condition, a repeated problem or a concern that care did not meet an appropriate standard. You do not need to prove wrongdoing or decide which rule applies.

Examples include:

• A possible medication error, wrong dose or patient, missed medication, unsafe storage, suspected diversion, unexpected reaction or a problem with continuity of opioid-treatment medication.
• An inadequate response to suicidal statements, overdose risk, severe symptoms, intoxication, withdrawal, injury or a request for urgent medical attention.
• Abuse, neglect, exploitation, sexual misconduct, inappropriate staff boundaries, coercion, threats, retaliation or pressure involving money, benefits or personal information.
• Unsafe transportation, a fall risk, blocked exits, excessive heat, broken equipment, infection-control problems, sanitation concerns or unsafe conditions at a location we operate.
• Inadequate supervision, inability to reach needed care, inaccurate documentation, unqualified practice, misleading care information or failure to coordinate a clinically necessary transfer.
• Unsafe circumstances involving group treatment, peer support, case management, supportive housing associated with our care, or services a third party provides in connection with our care.

Supportive housing associated with our care is operated by UnityBridge Recovery LLC, a separate company under common ownership. You may report a housing concern to Mike Fagan, who can help direct it to the responsible operator while AriseVida addresses its own involvement. Reporting through this page does not mean the clinic and each residence have the same license, governing rules or legal procedures.

If your concern is primarily dissatisfaction with an experience, you may also use our Client Grievances process. A single report can trigger both processes. A report about safety does not replace an insurance appeal necessary to challenge a coverage decision, and an insurance appeal does not replace emergency care.

7.3 Reporting to AriseVida

Contact Mike Fagan at mike@arisevida.com, call 602-899-1229 during clinic hours, speak with staff in person, or mail a concern to Mike at the clinic address above. You may send an initial nonemergency text to 602-851-6964 at any time, without a guarantee of immediate review. Any staff member can receive a concern and route it to the responsible reviewer. Mike is also the contact for accessibility assistance with reporting.

For a concern about Mike Fagan, contact Arthur Allayev at arthur@arisevida.com. For a concern about Arthur, contact Mike at mike@arisevida.com. If both are involved, or at any other time, you may contact an appropriate outside agency directly. These internal contacts are not represented as independent outside reviewers.

You may report even if you are a former client, family member, visitor, referring professional, staff member or another person with relevant information. An authorized representative may help a client, but we can also receive information from someone who is not authorized to receive the client's medical information.

Please provide whatever you know about the following:

• The location, program or service, including the residence address if relevant.
• When the event occurred, whether it is ongoing, who may be affected and whether help is needed now.
• What you saw or experienced, any apparent harm, and any action already taken.
• People who may have information and relevant records or messages you lawfully possess.
• A safe contact method and whether we may leave a message, send correspondence or contact a representative.

An approximate date or description is acceptable when details are unavailable. Do not investigate on your own, enter a restricted area, take another person's records or confront someone if that could put anyone at risk. Keep original documents and messages you already lawfully possess. Do not alter records or publish identifying medical information online. Use email or text for an initial concern and arrange an appropriate transfer method with the reviewer before sending clinical records or sensitive supporting documents. The listed email addresses are designated for private correspondence, but email is not represented as an encrypted transfer method. Do not post private information through a general inquiry form or public comment. For an admission inquiry, use admissions@arisevida.com, and for general questions info@arisevida.com; direct a safety concern to Mike or the alternate contact above.

7.4 Anonymous reports and confidentiality

You may withhold your name. We will review available information even if a report is anonymous, incomplete or later withdrawn. Anonymous reporting can limit follow-up and does not guarantee that identity cannot be inferred from the event or technical information associated with a submission.

We restrict internal access to people who need information to assess the concern, protect patients, conduct an appropriate review or meet legal obligations. A safety report may contain protected health information, including substance-use treatment information subject to additional safeguards. Any use or disclosure must have an appropriate legal basis.

We cannot promise absolute confidentiality. Reporting duties, an authorized regulatory investigation or another applicable legal obligation may require disclosure. The circumstances may also identify individuals even when names are not included. We will explain confidentiality limits where practicable and will not assume that a safety report authorizes unrestricted release of the person's records.

7.5 How we respond

Risk assessment comes first. When a report indicates immediate danger, available staff escalate it promptly to appropriate clinical leadership or emergency responders. Protective steps depend on the situation and may include obtaining medical assessment, securing a hazardous area, separating affected people safely or arranging an appropriate transfer. The existence of an investigation must not delay necessary care.

We preserve and review relevant information. The designated reviewer records the concern, evaluates seriousness and scope, identifies the appropriate clinical and operational reviewers, and preserves relevant information under our records procedures and any legal hold. Staff must not delete or disguise information, backdate entries or alter original documentation to obscure an event. Corrections must follow lawful record-amendment procedures.

We address conflicts. A person whose conduct is involved cannot be the sole reviewer or control access to the complaint. Concerns involving Mike Fagan are routed to Arthur Allayev; concerns involving Arthur are routed to Mike. If both are involved, an appropriate outside agency may be contacted directly, and any applicable reporting duties remain in effect. A fair review considers information from the affected person and others with relevant knowledge; the fact that harm occurred does not predetermine fault, and an absence of proven fault does not prevent improvement.

We make required reports. We assess applicable duties to notify licensing authorities, health plans, protective services, law enforcement, public-health agencies or other authorized bodies. Those duties may require prompt reports before an internal review is complete. We do not require a client or family member to perform the organization's mandatory reporting duties.

We communicate and follow through. If you provide contact information and the matter qualifies as a grievance, we acknowledge it within five business days and apply our Client Grievances response process. Other reports receive follow-up as appropriate to their urgency and applicable reporting requirements. We will communicate available next steps and information we may lawfully share, including relevant protective or corrective action. We may be unable to disclose personnel decisions, another person's information or legally protected review material.

Corrective action may include changes to training, staffing, supervision, medication safeguards, equipment, communication, documentation or coordination of care. We assess whether the action addressed the problem and look for patterns that warrant broader improvement. We cannot promise a particular finding, disciplinary action or recovery of money.

7.6 You may report directly to outside agencies

You may contact any appropriate outside agency immediately, without notifying AriseVida, receiving our permission or completing our process. Internal reporting does not pause outside deadlines. We prohibit retaliation against anyone who raises a concern or cooperates with a review; report suspected retaliation through any route below, to Arthur Allayev at arthur@arisevida.com if the concern involves Mike Fagan, or to Mike at mike@arisevida.com if it involves Arthur. If both are involved, you may report directly to an appropriate outside agency.

For suspected Medicaid fraud, use the AHCCCS reporting resources, including 602-417-4045 for suspected provider fraud. You may report concerns about billing for services not received, recruitment incentives or misuse of benefits without knowing whether an investigation will substantiate fraud.

For privacy and civil-rights concerns, contact Arthur Allayev at arthur@arisevida.com, or Mike Fagan at mike@arisevida.com if the complaint involves Arthur. Our HIPAA and Nondiscrimination notices explain outside complaint routes, including HHS OCR. Our Client Grievances policy covers AHCCCS appeals and additional SMI rights assistance. You may use more than one appropriate route.

7.7 Records, updates and continuing care

We maintain reports and related material under applicable retention requirements and preserve records when an investigation, audit or legal matter requires it. Asking to withdraw a concern does not require deletion of records or end a legally required investigation. Requests to access or amend your medical record follow the procedures in our HIPAA Notice.

A report must not punish anyone or interrupt appropriate care. Clinical, housing and safety decisions remain subject to applicable law and individual circumstances. Report new risks promptly to Mike Fagan at mike@arisevida.com, the alternate contact above or an outside agency, and keep your safe contact details current.