Maple Grove/Chaska Patient Handbook 2023 - 40

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 a clinical manager/director 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 24hour
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,
39

Maple Grove/Chaska Patient Handbook 2023

Table of Contents for the Digital Edition of Maple Grove/Chaska Patient Handbook 2023

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