West Los Angeles Handbook 2023 - 36

age, disability, or sex, you can file a grievance with the
Foundation at:
Hazelden Betty Ford Foundation
Attn: Accessibility Advocate
15251 Pleasant Valley Road, Mail Stop RE3
Center City, Minnesota 55012
You can also file a civil rights complaint with the U.S.
Department of Health and Human Services, Office of
Civil rights electronically through the Office of Civil
Rights Portal, available at Office for Civil Rights
Complaint Portal: ocrportal.hhs.gov/ocr/smartscreen/
main.jsf, or by mail or phone at:
U.S. Dept of Health and Human Services
200 Independence Avenue, SW,
Room 509F, HHH Building
Washington, D.C. 20201
1-800-368-1019, 800-537-7697 (TDD)
Complaint forms are available at: hhs.gov/ocr/office/
file/index.html
LANGUAGE SERVICES FREE OF CHARGE
If you are in need of language services, please contact
us toll free at 1-855-348-7059.
ATENCIÓN: si habla español, tiene a su disposición
servicios gratuitos de asistencia lingüística. Llame al
1-844-698-3780.
Mandated Reporting
California state law requires staff working in the
health care industry to report alleged incidents or
observations of child abuse and neglect, as well as
mandatory reporting of abuse, neglect, or exploitation
of elders (defined by the state as persons 65 years of age
or older who have been physically abused, neglected,
financially abused, abandoned, abducted, isolated, or
experiences mental suffering). California state law also
has mandatory reporting requirements surrounding
unusual occurrences and the death of vulnerable adults.
If you have questions regarding these laws, or are aware
of information you believe may be reportable, please
discuss with your assigned clinician.
Concerns may be reported to the following California
Abuse Hotlines:
Elder Abuse Hotline: 800-510-2020
Child Abuse Hotline: 800-344-6000
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.
35

https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf http://ocrportal.hhs.gov/ocr/smartscreen/main.jsf http://ocrportal.hhs.gov/ocr/smartscreen/main.jsf http://hhs.gov/ocr/office/file/index.html http://hhs.gov/ocr/office/file/index.html

West Los Angeles Handbook 2023

Table of Contents for the Digital Edition of West Los Angeles Handbook 2023