Logan Reid
If you wish to file a complaint against a psychiatric hospital, there are several options available to you. The process may differ depending on your location and the nature of your complaint. It is important to note that you have the right to file a complaint if you believe that a psychiatric hospital has violated standards of professional conduct or if your rights have been violated as a patient. In general, you can start by contacting the hospital's ombudsman or patient advocate office to inform them of your concerns. If you are in the United States, you may file a complaint with The Joint Commission, a nonprofit that accredits thousands of healthcare organizations. Additionally, you can contact your state's Department of Mental Health or Department of Health for information about the grievance process. If your complaint involves discrimination or civil rights violations, you can reach out to the Civil Rights Division of the U.S. Department of Justice or similar organizations in your state.
| Characteristics | Values |
|---|---|
| Who can file a complaint? | Patients or patient representatives |
| What can you complain about? | Poor care, denial of services, insurance reimbursement, abuse, neglect, civil rights violations, discrimination, mistreatment, unsafe living conditions, violation of licensing laws, Medicare rules, violation of standards of professional conduct |
| Where to file a complaint? | The Department of Health or Department of Mental Health, The Joint Commission, Health Systems Quality Assurance Division, Civil Rights Division of the U.S. Department of Justice, Health and Human Services (HHS), Bureau of Health Professions Licensure, Rights Protection Officer, licensing authority for the state in which the professional practices |
| How to file a complaint? | Online portals, paper forms, phone calls, emails, fax, verbal or written complaints |
| What happens after filing? | The concerned authority will investigate the complaint and take corrective action if necessary |
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What You'll Learn
- Contact the Department of Mental Health in the state where the facility is located
- File a complaint with The Joint Commission
- File a complaint with your state's Quality Improvement Organization (QIO)
- Contact the facility's ombudsman/patient advocate office
- File a complaint with the Rights Protection Officer
Contact the Department of Mental Health in the state where the facility is located
If you wish to file a complaint about an inpatient psychiatric hospital or outpatient psychiatric service facility, you should contact the Department of Mental Health in the state where the facility is located. This department will be able to provide you with information about the grievance process.
The process for filing a complaint may differ depending on the state and the type of facility. For example, in Texas, if you are receiving inpatient services in a state hospital or center operated by the Texas Department of State Health Services (TDSHS), there are specific steps you can take to have your complaint investigated. Disability Rights Texas is the protection and advocacy agency for people with disabilities in the state and can provide assistance and information on the complaint process.
In Washington state, complaints can be filed with the Health Systems Quality Assurance Division of the Department of Health. An individual can fill out a complaint form online, which can then be mailed, emailed, or faxed to the department.
In some states, a behavioral health ombudsman may be available to help individuals navigate the mental healthcare system and file complaints. These ombudsmen can often be found within the state's department of mental health or healthcare authority. Additionally, if you are covered by Medicare, you can file a complaint with your state's Quality Improvement Organization (QIO).
It is important to note that federal law protects the rights of individuals in state-run institutions, and the Department of Justice (DOJ) has the authority to investigate allegations of discrimination and civil rights violations. If an investigation uncovers such violations, the DOJ will work with the institution to implement remedies and set deadlines for fixes.
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File a complaint with The Joint Commission
If you wish to file a complaint against a psychiatric hospital, you can do so by contacting the Department of Mental Health in the state where the facility is located to understand the grievance process. You can also file a complaint with The Joint Commission, a non-profit organization that accredits over 21,000 US health care organizations and programs.
The Joint Commission is not a healthcare provider, and it does not accept faxed or emailed submissions. However, it does accept online submissions, which are the preferred method for submitting a concern as it allows for more direct and timely receipt and review. You can also submit your complaint by mail to the following address:
Office of Quality and Patient Safety
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, Illinois 60181
It is important to note that The Joint Commission cannot accept copies of medical records, photos, billing invoices, or other related personal information. These documents will be shredded upon receipt.
In addition to The Joint Commission, you can also contact the facility's ombudsman or patient advocate office to inform them of your concerns. If your complaint is regarding poor care, denial of services, insurance reimbursement, abuse, neglect, or civil rights violations, you can reach out to the Protection and Advocacy for Individuals with Mental Illness (PAIMI). This organization is federally mandated and funded to provide no-cost services to people with mental illness regarding rights violations.
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File a complaint with your state's Quality Improvement Organization (QIO)
If you are covered by Medicare, you can file a complaint about your experience with your state's Quality Improvement Organization (QIO). These groups act on behalf of Medicare to address complaints about care provided to those covered by Medicare. The QIO Program, led by the Centers for Medicare & Medicaid Services (CMS), is one of the largest federal programs dedicated to improving health quality for people with Medicare.
The QIO Program serves people with Medicare, healthcare providers, and communities. All initiatives are designed to improve healthcare quality, access, value, and equity for people with Medicare. The QIO Program's data-driven initiatives bring stakeholders together at the local, community, and tribal levels to improve behavioral health outcomes, decrease opioid utilization and misuse, and more.
The Quality Improvement Network-Quality Improvement Organization (QIN-QIO) will work with healthcare providers on data-driven quality initiatives. QIN-QIO projects will be based in communities, healthcare facilities, and clinical practices. The organization will work on strategic initiatives such as reducing healthcare-associated infections (HAI), hospital readmissions, medical errors, falls, pressure ulcers, using health information technology, reducing cardiac disease and diabetes, reducing healthcare disparities, and care coordination.
There are two ways a patient or family member may file a complaint about the quality of care. A complaint may be filed with the Beneficiary and Family-Centered Care-Quality Improvement Organizations (BFCC-QIO). The BFCC-QIO will then conduct a quality of care review. The review focuses on improving the quality of care processes for all beneficiaries and is independent of the state licensing and certification process.
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Contact the facility's ombudsman/patient advocate office
If you have a complaint about a psychiatric hospital, it is important to first contact the facility's ombudsman or patient advocate office. An ombudsman is a trained and impartial dispute resolver who provides confidential and free services. They can help you by answering questions, addressing your concerns, and helping you navigate the mental healthcare system.
In some states, a behavioral health ombudsman can help families and individuals file a complaint within the broader mental healthcare system. You can search online for a mental health ombudsman or behavioral health ombudsman in your state. If you are having problems getting behavioral services, including care for mental health conditions and substance use disorders, the Ombudsman for Behavioral Health can help. They can answer questions and help resolve complaints about services received at a state hospital or community mental health center. They can also assist with concerns about access to behavioral healthcare through your health insurance plan.
The National Consumer Voice for Quality Long-Term Care is a nonprofit that represents consumers in long-term care issues. They maintain a Long-Term Care Ombudsman Program (LTCOP) webpage with information about how to find a facility and receive quality care. The Commission on Accreditation of Rehabilitation Facilities (CARF) is an international, independent nonprofit that encourages high professional standards. CARF's website helps you search for an accredited provider and offers consumer resources. Accredited organizations are responsible for providing a person who can help you navigate a grievance, such as an ombudsman or patient advocate.
If you feel your concerns have not been addressed by the facility's ombudsman or patient advocate, you can consider contacting the Department of Mental Health in your state for information about the grievance process.
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File a complaint with the Rights Protection Officer
If you are receiving inpatient psychiatric services and have a complaint, there are several options for filing a complaint against the psychiatric hospital. If you are receiving residential services in a facility not operated by TDSHS, such as a private psychiatric hospital, and you think your rights have been violated, you should contact Disability Rights Texas for further information and assistance. They will be able to direct you to the appropriate resources and organizations to help you file your complaint.
If you are covered by Medicare, you can file a complaint about your experience with your state's Quality Improvement Organization (QIO). These groups act on behalf of Medicare to address complaints about care provided to those covered by Medicare. You can also file a complaint with The Joint Commission, a nonprofit that accredits more than 21,000 U.S. health care organizations and programs.
If you have private or employer-funded insurance and believe your loved one has been denied reimbursement for medically necessary care, your state's office of the insurance commissioner can provide information about complaint options. You can also contact the facility's ombudsman/patient advocate office to inform them of the situation. If you are not satisfied with their response, you should ask to speak to the unit director. If you still do not feel that you have received a proper response, you should contact the facility's Rights Protection Officer. The Rights Protection Officer is responsible for protecting the legal and human rights of clients receiving services from the facility.
If your complaint is about a violation of state licensing laws or federal Medicare rules, you can file a complaint with the Health Systems Quality Assurance Division (HSQA) of the Washington State Department of Health. HSQA will send the complainant a letter explaining the findings and any actions taken to resolve the violations. HSQA may take corrective action against a healthcare facility in violation of a law or rule, but they will not impose criminal or civil penalties against the facility.
If you believe that your or your loved one's rights under EMTALA were violated, you can file a complaint with your regional Centers for Medicare and Medicaid Services office. If you are experiencing poor mental healthcare, abuse, neglect, or civil rights violations, you can file a formal complaint with the Civil Rights Division of the U.S. Department of Justice, which provides an online form to report discrimination and rights violations.
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Frequently asked questions
You can contact the Department of Mental Health in the state where the facility is located for information about the grievance process. If you are covered by Medicare, you can file a complaint with your state's Quality Improvement Organization (QIO).
Be specific in your complaint description and include copies of pertinent medical records, correspondence, contracts, photographs, and any other documents that support your complaint.
Yes, you can contact the Joint Commission to file a patient safety concern or complaint. The Civil Rights Division of the U.S. Department of Justice provides an online form to report discrimination, including rights violations related to police brutality, mistreatment during arrest or incarceration, or unsafe living conditions.
To file a complaint against a mental health professional, contact the licensing authority for the state in which they practice. Each type of mental health professional (psychiatrists, psychologists, licensed professional counselors, social workers, licensed marriage and family therapists) reports to a different professional licensing board in their state.
