Chicago Patient Handbook 2023 - 35
Duty to Warn
Where the program learns that a patient has made a
specific threat of serious physical harm to another
specific person or the public, and disclosure is otherwise
required under statute and/or common law, the
program will carefully consider appropriate options that
would permit disclosure.
When these circumstances are present, the executive
director will be consulted for appropriate reporting. If
deemed appropriate, reporting will be submitted by
designated clinical staff to the potential victim or if that
is not possible, the victim's local law enforcement
agency.
Procedure for Addressing Concerns,
Complaints or Grievances
Hazelden Betty Ford places the highest value on
delivering excellent service that is responsive to
individual needs. Patient and family feedback is critical
to this process; it is our goal to establish and maintain a
trusting and collaborative relationship resulting in
improved care and services. Hazelden Betty Ford has
several mechanisms in place to receive feedback
including in person, telephone, or written
communications, HEART comment cards, the Patient
Satisfaction Survey and the Family Experience Survey.
Whenever practicable, attempt to resolve a concern by
addressing the issue directly with the persons involved.
If needed, your clinician or another staff member can
support you in this process and will make certain that
the appropriate parties are involved.
In the event that you are not satisfied with the outcome
or you are not comfortable addressing your concern
with your clinician, you have the right to make a
complaint or file a grievance using the above described
mechanisms and will not be retaliated against for
bringing a complaint or grievance forward. Speak with
a Hazelden Betty Ford staff should you have further
questions about filing a complaint or grievance.
General complaints should be addressed within a
24-hour time period. If your complaint is not addressed
in a reasonable time period, is not resolved to your
satisfaction, or is put in writing, the complaint will be
treated as a grievance. You may also file a grievance
verbally or in writing without first making a complaint,
34
and you may take your grievance to the highest level of
authority (e.g. Site Manager, Clinical Director, and/or
Executive Director).
Once a grievance is filed, the issue will be escalated
to a designated leader or higher level of authority, as
appropriate. No more than one (1) calendar week shall
pass without receiving an initial verbal or written
communication regarding the status of the grievance
resolution.
A copy of the program's full grievance procedure can
be found in the designated posting area or will be made
available upon request. If you are unsure where this is
located, please speak with a staff member and they will
direct you to the correct location.
Additionally, all patients receiving treatment services
at Hazelden Betty Ford Foundation have the right to
communicate a complaint or grievance directly to The
Joint Commission and any applicable/state licensing
agency:
The Joint Commission:
Office of Quality and Patient Safety
One Renaissance Blvd.
Oakbrook Terrace, IL 60181
Website: JointCommission.org
Report a Patient Safety Concern or File a Grievance:
jointcommission.org/resources/patient-safety-topics/
report-a-patient-safety-concern-or-complaint/
Illinois Department of Human Services
Division of Alcoholism and Substance Use Prevention
and Rehabilitation (SUPR)
401 South Clinton Street, Second Floor
Chicago, IL 60607
Phone: 312-814-3840 Fax: 312-814-2419
Phone: 800-843-6154
TTY: 800-447-6404
Help desk email: DoIT.SUPRHelp@illinois.gov
Using Information for Improvement
Hazelden Betty Ford utilizes Press Ganey surveys for
patient feedback (refer to Performance Excellence in
Clinical Services). Staff at Hazelden Betty Ford attempt
to incorporate feedback into process improvements.
Designated staff members at Hazelden Betty Ford
participate in Best Practices team meetings, which
focus on identifying areas for improvement and are
https://www.jointcommission.org/
https://www.jointcommission.org/resources/patient-safety-topics/report-a-patient-safety-concern-or-complaint/
Chicago Patient Handbook 2023
Table of Contents for the Digital Edition of Chicago Patient Handbook 2023
Chicago Patient Handbook 2023 - 1
Chicago Patient Handbook 2023 - 2
Chicago Patient Handbook 2023 - 3
Chicago Patient Handbook 2023 - 4
Chicago Patient Handbook 2023 - 5
Chicago Patient Handbook 2023 - 6
Chicago Patient Handbook 2023 - 7
Chicago Patient Handbook 2023 - 8
Chicago Patient Handbook 2023 - 9
Chicago Patient Handbook 2023 - 10
Chicago Patient Handbook 2023 - 11
Chicago Patient Handbook 2023 - 12
Chicago Patient Handbook 2023 - 13
Chicago Patient Handbook 2023 - 14
Chicago Patient Handbook 2023 - 15
Chicago Patient Handbook 2023 - 16
Chicago Patient Handbook 2023 - 17
Chicago Patient Handbook 2023 - 18
Chicago Patient Handbook 2023 - 19
Chicago Patient Handbook 2023 - 20
Chicago Patient Handbook 2023 - 21
Chicago Patient Handbook 2023 - 22
Chicago Patient Handbook 2023 - 23
Chicago Patient Handbook 2023 - 24
Chicago Patient Handbook 2023 - 25
Chicago Patient Handbook 2023 - 26
Chicago Patient Handbook 2023 - 27
Chicago Patient Handbook 2023 - 28
Chicago Patient Handbook 2023 - 29
Chicago Patient Handbook 2023 - 30
Chicago Patient Handbook 2023 - 31
Chicago Patient Handbook 2023 - 32
Chicago Patient Handbook 2023 - 33
Chicago Patient Handbook 2023 - 34
Chicago Patient Handbook 2023 - 35
Chicago Patient Handbook 2023 - 36
Chicago Patient Handbook 2023 - 37
Chicago Patient Handbook 2023 - 38
Chicago Patient Handbook 2023 - 39
Chicago Patient Handbook 2023 - 40
Chicago Patient Handbook 2023 - 41
Chicago Patient Handbook 2023 - 42
Chicago Patient Handbook 2023 - 43
Chicago Patient Handbook 2023 - 44
Chicago Patient Handbook 2023 - 45
Chicago Patient Handbook 2023 - 46
Chicago Patient Handbook 2023 - 47
Chicago Patient Handbook 2023 - 48
Chicago Patient Handbook 2023 - 49
Chicago Patient Handbook 2023 - 50
Chicago Patient Handbook 2023 - 51
Chicago Patient Handbook 2023 - 52
Chicago Patient Handbook 2023 - 53
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