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SHAC Formal Feedback Process

The Center for Student Health and Counseling (SHAC) at Portland State University (PSU) is committed to providing high quality, transparent, and ethical care to the students of PSU. Students have the right to be heard. SHAC addresses the student grievance depending on the nature of the grievance and taking into consideration the guidelines of the Family Educational Rights and Privacy Act (FERPA) and Protected Health Information (PHI).

Below are the grievance types, formal filing processes, and responses for the different services SHAC offers. Students may also submit feedback or file a complaint through our Contact Student Health page.

Grievance Type How to file a complaint Response

General           

 Students may file a complaint via the askshac@pdx.edu email account or can contact the SHAC Executive Director or Associate Director via phone, in person or email to be heard.

Students may also leave a written comment card in the secure box in the patient lobby. These are read and and addressed (if patient endorses) each month.

  1. Depending upon the complaint, it may be taken to the SHAC Leadership Team. However, most matters are resolved on an individual, case-by-case basis as they often have to do with a single incident or person.
  2. If having to do with an incident or person, it is addressed with that person. If the incident results in a policy or procedure change, the staff is notified via email. Policy is housed in the shared Google Drive.
Student Health Insurance Plan Students may file a complaint via email to the insurancehelp@pdx.edu email account, contact the SHAC email team directly by phone, in person, or via email, or lodge a complaint with a higher entity such as the Office of Student Affairs.
  1. Most issues are received via email. However, phone calls, and emails responses are returned, depending on the time in the academic term, within 2-3 business days. The SHAC Associate Director is copied on all email responses.
  2. If the complaint requires a more unilateral decision or hearing it will be addressed by the members of the SHAC Insurance Team which meets weekly.
Health Services

Patients may file a complaint via the askshac@pdx.edu email account or can contact the SHAC Executive Director, Associate Director or the Health Services Medical Director via phone, in person or email to be heard.

Patients may also leave a written comment card in our secure box in the patient lobby. These are read and addressed (if patient endorses) each month.

  1. All complaints are brought to the attention of the Health Services Medical Director. If the patient endorses the complaint, the Medical Director will review the complaint, investigate, and contact the patient directly for follow-up.
  2. A chart note is placed in the patient’s electronic health record.
  3. If further action is required the complaint may be taken to the SHAC Executive Director, the SHAC Leadership Team, or the PSU CARE Team.
Counseling Services

Patients may file a complaint via the askshac@pdx.edu email account or can contact the SHAC Executive Director, Associate Director, or the Counseling Services Director via phone, in person or email to be heard.

Patients may also leave a written comment card in the secure box in the patient lobby. These are read and addressed (if patient endorses) each month.

  1. All complaints are brought to the attention of the Counseling Services Director. If the client endorses the complaint, the Counseling Services Director will review the complaint, investigate, and contact the client directly for follow-up.
  2. A chart note is placed in the client’s electronic health record.
  3. If further action is required the complaint may be taken to the SHAC Executive Director, the SHAC Leadership Team, or the PSU CARE Team.
Testing Services

Students may file a complaint via the askshac@pdx.edu email account or can contact the SHAC Executive Director, Associate Director or the Testing Services Director via phone, in person or email to be heard.

There is also a comment box in the lobby of Testing Services. The box is checked weekly and comments are acted upon if the comment is endorsed by the student.

  1. Depending upon the complaint it may be taken to the SHAC Leadership Team. However, most matters are resolved on an individual, case-by-case basis as they often have to do with a single incident or person.
  2. If having to do with an incident or person, it is addressed with that person. If the incident results in a policy or procedure change the staff is notified via email. Policy is housed in the shared internal directory.
  3. If further action is required the complaint may be taken to the SHAC Executive Director, the SHAC Leadership Team, or the PSU CARE Team.
Dental Services

Patients may file a complaint via the askshac@pdx.edu email account or can contact the SHAC Executive Director, Associate Director, or the Dental Services Director via phone, in person or email to be heard.

There is also a comment box in the lobby of Dental Services. The box is checked weekly and comments are acted upon if the comment is endorsed by the patien

  1. All complaints are brought to the attention of the Dental Services Director. If the patient endorses the complaint, the Dental Services Director will review the complaint, investigate, and contact the client directly for follow-up.
  2. A chart note is placed in the client’s electronic health record.
  3. If further action is required the complaint may be taken to the SHAC Executive Director, the SHAC Leadership Team, or the PSU CARE Team.