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Page 1 of 2 (Rev. 09/13/11 by WLF) CORTLAND COUNTY MENTAL HEALTH DEPARTMENT CLIENT GRIEVANCE POLICY AND PROCEDURE POLICY: The Cortland County Mental Health Department provides mental health services to the community through its licensure by the New York State Office of Mental Health (OMH). The is committed to providing appropriate services to its clients. This includes the implementation of a process for clients to make complaints and seek resolution of those complaints. REFERENCE: 14 §599.6(c)(7)(xi) 14 §587.6(c)(7)(ix) PURPOSE: The purpose of this Client Grievance Policy and Procedure is to ensure the Cortland County Mental Health Department establishes a consistent system, which ensures the timely review and resolution of client complaints and provides a process to allow clients to request review by OMH if resolution by the is not satisfactory. PROCEDURE: Any client who objects to his/her treatment or who has a grievance with program policies, procedures, staff or the facilities has the right to communicate those concerns and seek resolution of those concerns without fear of reprisal in treatment. Initially, you are encouraged, but not required, to discuss any concerns with your primary therapist. Your primary therapist will advise you about the resolution of your concern within 10 working days of receiving the complaint, either verbally or in writing. ---PAGE BREAK--- Page 2 of 2 (Rev. 09/13/11 by WLF) If the matter is not satisfactorily resolved with the primary therapist, or you do not wish to discuss the matter with your primary therapist, then you must submit a written complaint to your primary therapist’s immediate supervisor. Should your primary therapist be the supervisor or a member of the medical staff, then you must submit a written complaint to the Clinical Director. Your primary therapist’s immediate supervisor will advise you about the resolution of your concern, in writing, within 10 working days of receiving the written complaint. If the matter is not satisfactorily resolved with your primary therapist’s immediate supervisor, then you must submit a copy of the written resolution and a copy of your written complaint to the Clinical Director. The Clinical Director will advise you about the resolution of your concern, in writing, within 10 working days of receiving the information provided by you. If the matter is not satisfactorily resolved with the Clinical Director, then you must submit a copy of both written resolutions and a copy of your written complaint to the Director of Community Services (DCS). The DCS will advise you about the resolution of your concern, in writing, within 10 working days of receiving the information provided by you. If you are not satisfied with the final decision of the DCS, you may submit your complaint to: New York State Office of Mental Health 44 Holland Avenue, Albany, NY 12229 Telephone: (800) 597-8481; (800) 210-6456 [En Espanol]; (800) 421-1220 [TTY] http://www.omh.state.ny.us The written complaint should contain the client’s name, your name, if you are not the client, contact information, nature of the complaint, and whether the client has asked anyone else at to resolve the issue. (Client Grievance Forms are available at the reception desk or on the website at www.cortland-co.org/mhealth ) All written complaints and written resolutions will be kept in the Compliance Officer’s Office for a period of 6 years from the date of the final resolution. Date of changes to policy: