We are updating our Client Rights statement and in IAC 132.142(d)(7) it says the client must be informed of "the right to contact the public payer or its designee and to be informed of the public payer's process for reviewing grievances." We have those words on the form and wonder if we need to have more. 1) Does public payer mean DMH or DHS? 2) Are there specific pieces of information we should be listing on our form such as phone numbers, email addresses, snail mail addresses and if so, what are they? 3) Does this apply to grievances on payment or to treatment issues or both? 4) Are there specific instructions to be given on the process for reviewing grievances and if so, what are they? We have the information sent out June 1, 2008 which states "A grievance procedure is in place. It is in the Consumer and Family Handbook with print copies as well as on the Illinois Collaborative website at…"
Answer: You must have more detail. IAC 132.142 has 2 sections referring to the right to present grievances: staff shall inform the client prior to evaluation services of: The right to present grievances up to & including the provider's executive director or comparable position. The client/guardian will be informed on how grievances will be handled at the provider level. A record of grievances & responses shall be maintained by provider. The executive director's decision on the grievance shall constitute a final administrative decision (except when reviewable by the provider's governing board, in which case the governing board's decision is the final authority at the provider level). Next is the right to contact the public payer or its designee & to be informed of the public payer's process for reviewing grievances. Consumers & their guardians must be informed of their right to present complaints/grievances on payment & services at the DMH level, a function administrated by the IL MH Collaborative. More information and a toll-free number is available in the Consumer & Family Handbook on the IL Mental Health Collaborative website