A grievance is any complaint which states that a staff member, a department or an agency has treated a client unjustly or unfairly, has denied, involuntarily reduced or terminated services or has violated a client right as described by an agency policy, a Department of Mental Health and Addiction Services (DMHAS) policy or state or federal law.
As a client of BHcare, you have the right to express concerns about agency services, policies or staff. If you are unable to resolve a problem or feel that your rights have been violated, you may file a formal grievance. Instructions on how to file a grievance are listed below.
- A grievous event must be filed within forty-five (45) days of the violation, unless good cause is shown for a late filing.
- A grievance should be filed in writing with the Client Rights Officer. Complaint forms are available in the Client Rights Office.
- If necessary, you may ask another individual for help in completing the form. You may also appoint, in writing, a representative of choice to assist in pursuing the grievance.
- You can expect a response in writing from the Client Rights Officer within twenty-one (21) days of filing the grievance. This may be extended for (15) days with special circumstances. Any response should include information about your right to appeal.
- Filing a grievance or complaint will not result in retaliation or barriers to service.
- Upon request, you can obtain a complete copy of the Grievance Procedure policy from the Client Rights Officer.
File a grievance via email:
grievance@bhcare.org
File a grievance via mail or phone:
BHcare
Client Rights Officer
Cooper Westerkamp
127 Washington Avenue, 3rd Fl West
North Haven, CT 06473
(203) 892-6369
You also have the right to file a grievance with the following departments and agencies:
The Joint Commission: Report a Patient Safety Concern or File a Complaint | The Joint Commission
