Baltimore Mental Health Systems, Inc.
Policy: Consumer Complaint Policy
Policy:
It is the policy of Baltimore Mental Health Systems Inc. (BMHS) that all consumers be treated with dignity and respect. Consumers (family/interested others) who believe their rights have been violated, or become involved in a dispute with a mental health provider in Baltimore City shall have the right to file a complaint. When appropriate, BMHS staff will encourage complainant to first talk with the provider. If unable to resolve the matter BMHS staff shall make every effort to assist the complainant in addressing their concerns.
II. ApplicationConsumers/ family members/interested others.
III. Procedure-
1. The Quality Management Specialist shall coordinate the processing and logging of formal complaints filed with BMHS.
2. Complaints may be filed by telephone, in writing, or in person. BMHS staff shall determine on a case by case bases the appropriate action (if any) to take when complaints are filed anonymously. The receptionist shall direct telephone complaints to Q1 Division and log in the help call log book. He/She shall also stamp written complaints with the date of receipt, log in the help call book and forward to the Q1 Division to ensure timely processing.
3. When a staff member receives a complaint, staff should process the complaint and forward the completed complaint form to QI Division, administrative assistant, within three business days so that information may be logged in the QI data base.
4. Complaints forms are available in the forms folders near the receptionist's desk and in the Q1 division.
5. QI Staff will follow up with complainant to determine if they were satisfied with BMHS' assistance and the outcome of their complaint.
6. QJ staff will forward summary of complaint evaluations to Mental Hygiene Administration as requested.
7. QI staff will prepare a written summary of complaints for submission to BMHS management and BMHS Board of Directors.
Attachment: Complaint Form (in PDF format, requires Acrobat Reader)
Effective: 1/1/97, Reviewed 10/99, Revised 3/6/03