Grievance Policy and Procedure

Purpose: It is the policy of South Metro Community Services to ensure that all people served have the right to respectful and responsive services.   Each client has the rights identified in sections 144.651, 148F.165, and 253B.03, as applicable. South Metro Community Services is committed to providing a simple complaint process for the people served or formerly served and their authorized or legal representatives to bring grievances forward and have them resolved in a timely manner. 

Upon initiation of receiving services during the orientation an individual and their case manager (if applicable) will have this policy explained to them.  Upon orientation to this policy, each individual will know where it is in the facility (in a visible place) and provide a copy if requested. 

How to File a Grievance

1. The client receiving services (or former client      who received services in the past) or their authorized or legal      representative: 

          a. Should talk to a staff person that they feel comfortable with about their complaint or problem. 

     b. Clearly inform the staff person that they are filing a formal grievance and not just an informal complaint or problem; and 

c. May request staff assistance in filing a grievance, and staff will help in the process.

Response by the Program

1. Upon request, staff will assist individuals      with the complaint process and/or their authorized representative. This assistance will include:

   a. A prompt response by Sage Prairie personnel (within 3 days of receipt of the grievance);

                    b. Provision of the name, address, and telephone number of outside agencies to assist the person; 

         c. A response to the complaint in such a manner that the service recipient or authorized representative’s concerns are resolved.

                 d. An expedited response to any grievance that affects the health and safety of service recipients. 

Notes regarding complaints: 

• If the person or persons authorized or legal      representative does not believe that their grievance has been resolved,      they may bring the complaint to the highest level of authority in this      program.  That person is Katie Pylkas-Blue, Treatment Director.       She may be reached at 1-877-915-7243
• All Grievances will be responded to within 3      days of the receipt of the complaint (the grievance may not be completely      resolved in three days, but the staff will provide a written response via      email or mail within three days)
• All complaints     will be resolved at the soonest possible time after the receipt of the      complaint.  
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Once a complaint is received, South Metro Community Services will review the complaint. The complaint review will include an evaluation of whether: 

1. Related policy and procedures were      followed. 
2. Related policy and procedures were      adequate. 
3. There is a need for additional staff      training.
4. The complaint is similar to past complaints      with the persons, staff, or services involved.
5. There is a need for corrective action by the      license holder to protect the health and safety of persons receiving      services.

Based on this review, South Metro Community Services will develop and implement a corrective action plan designed to correct current lapses and prevent future lapses in performance, if any. 

Grievances, Inquiries or complaints regarding treatment or the Patients’ Bill of Rights may be directed to:    

Minnesota Board of Behavioral Health and Therapy

335 Randolph Ave Suite 290, St Paul, MN   55102

Tel: (651)201-2756

Ombudsman for Mental health and Developmental Disability

121 7th Place East Suite 420 

St. Paul, Minnesota 55101-2117

Tel: 651-757-1800 

Minnesota Department of Human Services, Licensing Division

444 Lafayette Rd. 

St. Paul, MN 55155

Tel: 651-431-2000

Department of Health Office of Health Facilities Complaints

85 7th Pl E #220

St. Paul, MN

Phone: 651-215-8705