Complaint/Grievance Process

Upset about services at CCMHS? We're here to help.

About your right to file a grievance:
A grievance is defined by the State Department of Mental Health as "an expression of dissatisfaction about any matter other than an action." This means if you are unhappy with anything other than a limitation, denial or reduction of services, you can file a grievance.

How do I go about filing a grievance?
Grievance forms are available in the CCMHS lobby or by asking any staff member for one. You can also ask any Mental Health staff member to assist you in filling one out. Grievances can be received by staff members in either oral or written form.

What will happen after I file a grievance?
CCMHS will investigate your grievance in an effort to resolve issues to your satisfaction. We are required to respond to your grievance in writing when we receive the grievance, and later when we have the results of the investigation. In both cases, there is a timeline we must adhere to and our aim is to resolve your grievance as soon as possible but it should never take longer than 60 days.

About Your right to file an appeal:
The State Department of Mental Health defines an Appeal as "A request for a review of an action" which means that if you are upset about a limitation, denial or reduction of services, you can file an appeal.

How do I go about filing an appeal?
Just as with grievance forms, appeal forms are available in the lobby of CCMHS or you can obtain an appeal form from any staff member. Appeals can be verbal or written and staff are available to assist you in filling out this form should you need help.

What happens after I file an appeal?
CCMHS staff will investigate your appeal and respond to you in writing at the time you file and then when there is a finding. As with grievances, CCMHS has a timeline that must adhered to and all appeals should be resolved as soon as possible with the latest being 45 days from the filing date. You also have the right to file an expedited appeal if you believe your life, health or ability to attain, maintain or regain maximum functioning will be jeopardized by waiting 45 days for the standard appeal process. Mental Health staff will determine whether you appeal will be considered Standard or Expedited. Expedited appeals must be resolved in 3 days. Effective July 1, 2005, all beneficiaries are required to exhaust CCMHS problem resolution process prior to filing for a state fair hearing. Information on how to file is available by calling the Quality Manager at 754-6525.