Download Appeals & Grievances Brochure (pdf 55kb)
Sometimes customers of Mental Health are dissatisfied with the services that are provided. You may be unhappy because a service you asked for was denied, suspended, reduced or stopped without your agreement. In order for you to have a method to have your concern checked out, the following steps are offered to you: Step 1: Informal Grievance If you are dissatisfied because a service you think you need was denied, suspended, reduced or terminated without your agreement, you may discuss this concern with the staff who made that decision. If, after talking to that staff, you are still dissatisfied, you may make an appointment with that staff person’s supervisor to discuss your concern. That supervisor will give you a written answer within 5 business days, or sooner if it is urgent. All Saginaw County
Community Mental Health Authority staff and supervisors know that this is the right of the client to request a review of decisions and they will treat your request with respect Step 2: Formal Grievance If you are dissatisfied with the informal process or do not want to use it, you may file a formal grievance with the agency’s recipient rights officer. You may
do this verbally or in writing. This person will try to resolve your concern and inform you of her decision within 15 days or sooner, if urgent. If you are still dissatisfied, the Recipient Rights Officers will help you to Step Three of this process Step 3: Appeals Process Within 5 days of receiving the answer to Step 2, you have the right to make a formal appeal to the Saginaw County Mental Health Authority
“Appeal Panel.” This panel will include a physician, other mental health professionals and an administrator who has not been involved in this grievance. They will allow you to present information or evidence at this panel meeting. You may also bring others to this meeting, including your attorney, a relative, friend or spokesperson. This appeal panel will make a decision with 20 day, or sooner in urgent situations, and will notify you of its decision in writing. Step 4: State Medicaid Appeal If you are still dissatisfied, you may appeal the decision of Step 3 to the State of Michigan Department of Community Health. You should contact the Saginaw County Mental Health Authority’s Recipient Rights Officer for information about Step 4 and assistance in accessing this process. This final appeal process is available only to Medicaid
enrollees. Medicaid enrollees may bypass all the steps and go directly to Step 4 if they choose to do so. Notice: If you believe that your rights under the Michigan Mental Health Code were violated or you have a general complaint about services, you may also contact the Recipient Rights Officer and file a complaint. The Recipient Rights Officer will also help you write your complaint.
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