License holders must maintain a written grievance procedure that provides clients with staff assistance, an initial response within 24 hours, escalation pathways up to the highest authority, and posted contact information for relevant state oversight agencies. The grievance policy must also be made available to former clients. This section is part of a chapter governing substance use disorder program licensure under the Minnesota Department of Human Services Behavioral Health Division.
View official source9530.6540 GRIEVANCE PROCEDURES. A license holder must have a written grievance procedure that includes: § A. staff assistance in developing and processing the grievance; § B. an initial response to the client within 24 hours of the program's receipt of the grievance, and timelines for additional steps to be taken for resolving the grievance, including access to the person with the highest level of authority in the program if the grievance cannot be resolved by other staff members; § C. posting of the grievance policy in a place accessible to all clients; and § D. the addresses and telephone numbers of the Department of Human Services Licensing Division, the Minnesota Department of Health, Office of Health Facilities Complaints, the Minnesota Department of Health Alcohol and Drug Counselor Licensing Program, and the Office of the Ombudsman for Mental Health and Developmental Disabilities. The grievance policy must be made available to former clients of the program.