Grievances and Complaints

Grievances and Complaints A. The Department of Mental Health (DMH) is responsible for investigating and documenting all grievances/complaints regarding all programs operated and/or certified by DMH. Grievances may be made via phone, written letter format or email. B. Personnel issues are not within the purview of DMH. C. A toll-free Helpline is available twenty-four (24) hours a day, seven (7) days per week. All providers are required to post the toll-free number in a prominent place throughout each program site. D. Providers of waiver services must cooperate with both DMH and the Division of Medicaid to resolve grievances/complaints. E. All grievances must be resolved within thirty (30) days of receipt by DMH unless additional time is required due to the nature of the grievance. The individual filing the grievance must be provided a formal notification from DMH of the resolution and all activities performed in order to reach the resolution. F. Providers must ensure the person's rights of privacy, dignity and respect, and freedom from coercion and restraint.