Making a Complaint
This information will help you understand your basic rights and responsibilities within the community mental health system, and what you can do if you have a complaint.
Every agency that is part of the community mental health system has its own policies and procedures regarding fair treatment of consumers and how to deal with their concerns or complaints. You have a right to receive and should be given the agency's specific information, an opportunity to discuss any problems with a staff person and you are entitled to a response. If you are not satisfied with the agency's response, you have a right to file a complaint.
Patient's Bill of Rights
As a person receiving mental health services, you have rights. We have defined those rights for you and refer to them as the Patient's Bill of Rights.
As a person receiving mental health services in the Philadelphia area, you have a responsibility to assist in receiving the best care. Please refer to our Patient's Responsibilities to learn more.
Frequently Asked Questions About Making a Complaint
Before you begin the process, you may want to review of a list of Frequently Asked Questions about who can and should make a complaint, how to get help with making a complaint, and what you can expect.
Because a person's ability to obtain satisfactory mental health services, housing, or financial assistance may be determined by many different agencies, there are times when you may not know which agency to go to, or who to talk to, when you encounter some difficulty. You may contact one of the suggested advocacy organizations, at any time, in order to help you resolve a problem.
The Mental Health Association of Southeastern Pennsylvania sponsors different programs run by and for mental health consumers. There are programs which provides both individual and systems advocacy. It operates self-help and consumer advocacy groups in Central, North, West, and Northeast Philadelphia. Staff can assist with problems involving mental health services, housing, government benefits, and legal matters.
Mental Health Association of Southeastern Pennsylvania, (MHASP)
1211 Chestnut Street, 11th Floor
Philadelphia, PA 19107
The MHASP operates Consumer Drop-In Centers that provide consumers with peer support, referrals to MH services, individual advocacy, and advocacy to improve the mental health system. Drop-In centers are located throughout the region:
North Philadelphia - Do-Drop In
1229 North Broad Street, 2nd floor
Philadelphia, PA 19122
Northeast Consumer Center
6801 Frankford Avenue (rear entrance),
Philadelphia, PA 19135
West Philadelphia - New Life Consumer Center
3119 Spring Garden Street
Philadelphia, PA 19104
Delaware County Project Share
c/o Collingdale Church of the Nazarene
212 McDade Blvd
Collingdale, PA 19023
3101 West 7th Street
Chester, PA 19013
538 DeKalb Street
Norristown, PA 19401
249 High Street
Pottstown, PA 19464
The Mental Health Association of Southeastern Pennsylvania's Training Education Center (TEC) Network assists families of adults with mental illness by providing information, skills training, and consultation or individual case advocacy. It also advocates for consumer and family rights through training of mental health professionals. For more information call Edie Mannion, Director TEC Network at 800-688-4226, ext. 233 or e-mail email@example.com