Complaint/Grievance Process

Grievance procedures are provided as a formal mechanism to ensure proper consideration and prompt attention to serious concerns about client rights and services. Judgment enters into the decision to trigger this mechanism. Not every complaint is a grievance nor does every controversy require a written plan of action.

If any client or client guardian has a grievance concerning legally protected rights and/or other treatment or services received, the client should:

1. First discuss the complaint or problem with the primary PSR Worker. If this is unsatisfactory, or if the client prefers, he/she may contact either a member of the Client Rights Team, or the CPRC Director.
   
   
2. If the grievance concerns a legally protected right or any other matter appropriate for the Team's attention, the Team member should approach the staff liaison to arrange a meeting of the Team to consider the grievance.
   
   
3. If the grievance is presented verbally and cannot be resolved immediately to the satisfaction of all concerned, or if the grievance is submitted in writing, an account of the proposed action should be filed with the CPRC Director indicating the anticipated date of resolution and need for follow-up.

It is always an option for a client to contact, in writing or verbally, either the CPRC Director, Executive Director or Clinical Director within 10 (ten) days of the incident. Clients are encouraged to address any concerns they may have directly with the Department of Mental Health. Information will be posted on how to contact the Missouri Protection and Advocacy Service, and is available to clients in the form of a Client's Rights Agreement signed by the client and worker. The client may file a complaint of abuse, neglect or violation of rights:

1. Verbally or in writing to staff, the CPRC Director, the Clinical Director, or the Executive Director within ten (10) days of the incident.
   
   
2. In writing to the President of the Board of Directors. The Board of Directors shall render a decision within three (3) days after the completion of its investigation.
   
   
3. In writing to the Department of Mental Health, Division of Comprehensive Services, (573) 751-3944, or Client Rights Monitor, (573) 751-4122.
   
   
4. The agency will respond within ten (10) calendar days of receiving the report. The agency shall cooperate with the Department in any review or investigation conducted by the Department or it authorized representative.