Client Grievance

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.

grievance@bhcare.org

Client Rights Officer
Nancy Patrick
14 Sycamore Way
Branford, CT 06405
(203) 483-2630 ext 2227