Residential and Outpatient Handbook - Plymouth - 54

Ensuring Your Rights
Ramsey County
651-266-9333
St. Paul Police
651-291-1111
Serious injury or death of a patient
Mandatory reporting is required in the case of a serious
injury or death of a patient while on premises. See the
definition of serious injury in MN Statute 245.91. The
clinical supervisor/manager or the designated staff will
contact the following to submit the report:
Ombudsman for Mental Health & Developmental
Disabilities
121 7th Pl. E., Ste. 420
Metro Square Bldg.
St. Paul, MN 55101
651-757-1800 or toll free: 800-657-3506
Minnesota Department of Human Services Licensing
Division (Death only unless maltreatment is suspected)
444 Lafayette Rd. N.
St. Paul, MN 55155-3842
651-431-6600
Disease
For the protection of our patients and staff, mandatory
reporting is required of all identified diseases. The
identity of the patient will not be disclosed without
patient authorization. The clinical supervisor/manager
or designated staff will contact:
Minnesota Department of Health
651-201-5414
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,
and you may take your grievance to the highest level of
authority (e.g. Site Manager, Clinical Director/Director,
and/or Executive Director). Regardless of the licensed
program you are participating in (e.g., Rule 32, CRF,
245G, and/or 245I), no more than three (3) days shall
pass from when the grievance was received by staff
without a patient receiving an initial verbal or written
response.
Once a grievance is filed, the issue will be escalated
to a designated leader or higher level of authority, as
appropriate.
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Residential and Outpatient Handbook - Plymouth

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