Problem Resolution

Problem Resolution (The Grievance Process)


PROBLEM RESOLUTION PROCEDURE

This notice is distributed at the time of admission to every patient and accompanying family members. It is posted on every patient unit.

Inpatients, family members or visitors who have suggestions or concerns about the patient's care at Carrier Clinic, or any other issues, are encouraged to discuss their concerns with their attending psychiatrist and treatment team. In the event that problems remain unresolved after consulting with the treatment team, the patient would be referred to the Unit Director. The patient, family member or visitor may also submit the complaint in writing to the office of the Patient Representative or by telephone at extension 1308.

Inpatients residing on closed units without grounds privileges who wish to access the Patient Representative for purposes of conveying a suggestion or concern are to approach their Unit Secretary and request that the Patient Representative or his/her designee see them within 24 hours, excluding weekends and holidays. A verbal or written response will be provided to the patient or family member within seven (7) business days unless the patient or family member has indicated he/she does not wish to have a response.

If the patient or family member is dissatisfied with the decision reached by the treatment team or Patient Representative, the decision may be appealed to the CEO. The CEO/designee will review the initial written report and recommendation, the Patient Representative's decision, as well as the complainant's written response to the same, arrange interviews as appropriate and will respond to the complainant within five (5) business days.

If the complainant wishes to further pursue his/her complaint or concern, he/she is to contact:
New Jersey Division of Mental Health
Office of Public Defender, CN 850
Trenton, New Jersey 08625
Phone (609) 292-1780;
or the

New Jersey Division of Mental Health and Hospitals
Department of Health
Capital Center, CN 727
3rd Floor
Trenton, New Jersey 08625
Phone (609) 777-0700.

The Ombudsman for the Institutionalized Elderly is located at:
28 W. State Street, CN 808
Room 305
Trenton, New Jersey 08625-0808
Phone: 1-877-582-6995 (Hotline) or (609) 943-4023.

Grievances specifically concerning discrimination are to be communicated to:
Minority Concerns Specialist
Department of Health
Division of Mental Health and Hospitals CN 727
Trenton, New Jersey 08625,
Phone: (609) 777-0654

or the

Federal Office for Civil Rights
26 Federal Plaza
Room 3312
New York, New York 10278
Phone: (212) 264-3313.

New Jersey Department of Health Complaint Hotline: 1-800-792-9770

New Jersey Protection and Advocacy: 1-800-922-7233

The Division of Accreditation Operations, Office of Quality Monitoring, Joint Commission on Accreditation of Healthcare Organizations (JCAHO), One Renaissance Boulevard, Oakbrook Terrace, IL 60181, fax (630) 792-5636


PUBLIC NOTIFICATION ON NON-DISCRIMINATION POLICY

It is the policy of the Division of Mental Health and Hospitals not to discriminate on the basis of race, creed, national origin, age, handicapping condition or sex in its mental health programs, activities, and employment policies, as required by law. Any person who believes he or she has been discriminated against should contact:

NAME: Adrian Herriott
DEPT: Medical Staff
ADDRESS:
Carrier Clinic
PO Box 147
Belle Mead, New Jersey 08502
908-281-1308
Inquiries regarding compliance with appropriate laws including Title VI and Section 504 may also be directed to:

OFFICE: Minority Concerns Specialists
PHONE: 609-777-0654
ADDRESS:
New Jersey Division of Mental Health and Hospitals
CCN-727-Third Floor
Trenton, New Jersey 08625
Or to:

Federal Office for Civil Rights
26 Federal Plaza
Room 3312
New York, New York 10278
PHONE: 212-264-3313


Inquiries regarding compliance with appropriate laws including Title IX and Section 504 may also be directed to:
OFFICE: Director, New Jersey Office of Equal Opportunity
PHONE: 609-777-0664
ADDRESS:
Affirmative Action CN 700
Trenton, New Jersey 08625

Personnel Office or to:
PHONE: 212-264-3313
Federal Office of Civil Rights
26 Federal Plaza
Room 3312
New York, New York 10278

Inquiries regarding the institutionalized elderly may be directed to:
OFFICE: Ombudsman for the Institutionalized Elderly
PHONE: 1-877-582-6995 (HOTLINE) or 609-943-4023
ADDRESS:
28 West State Street CN 808
Room 305
Trenton, New Jersey 08625-8080

Inquiries regarding patient care and safety may be directed to:
Joint Council on Accreditation of Healthcare Organizations, 1-800-994-6610.