Making a Complaint within the Philadelphia Mental Health System

Follow the step by step directions below for making a complaint and, if necessary, making an appeal, and what to expect during the process.

How do I make a complaint within the Philadelphia Mental Health System?

If you feel comfortable, tell a person you think has treated you unfairly that you have a complaint. Explain to him or her what you think is wrong and what you want to change. If you feel you cannot discuss the issue with this person, you may want to speak to his or her immediate supervisor instead.

If you are not satisfied with the response you receive, ask for the agency's problem resolution or grievance procedure. Ask for a complaint form. Write down what happened, date it, and keep a copy for yourself. Give a copy to the Program Supervisor. You may want to tell your case manager or therapist (if you have one) about the incident, as well. The Supervisor is required to respond to your complaint in writing within 7 days.

If you are satisfied with the Supervisor's response, return it to him or her. If you are not satisfied, go to the agency's Mental Health Director or Executive Director for his or her response. Keep a copy for your records. This person is also required to respond to you, within 7 days. It is hoped that, as a result of this process, you will be able to resolve the problem within the agency where it took place.

What happens if I cannot resolve my problem within the agency?

If you are satisfied with the Executive or Mental Health Director's response, please write that on the complaint. If you are still not satisfied, and you feel that the situation will not improve without outside intervention, you may send the complaint to the Philadelphia Office of Mental Health/Mental Retardation (OHM/MR). The address is:

Manager, Quality Improvement
Philadelphia Office of Mental Health/Mental Retardation
Division of Mental Health Services
1101 Market Street, 7th Floor
Philadelphia, PA 19107-2907

The OMH/MR staff will investigate by asking questions of the people involved and anyone else who has knowledge of the situation, and will try to resolve the problem. Someone from the OMH/MR will respond to your complaint, within 7 days. If you are satisfied with the response, write back to the same address above.

What happens if the OMH/MR cannot help me resolve my problem?

If you are not satisfied with the OMH/MR's response, you can appeal to the MH Human Rights Committee. The Human Rights Committee is a group of citizens appointed by the MH/MR Advisory Board to protect the rights of people receiving mental health services. The majority of committee members are consumers of mental health services.

How do I appeal to the Human Rights Committee?

You can appeal to the Human Rights Committee by filling out (or having someone help you fill out) Section 4 of your Complaint Form and sending it to the Chairperson of the Human Rights Committee. The address is:

Human Rights Committee Chairperson
c/o Philadelphia OMH/MR
Division of Mental Health Services
1101 Market Street, 7th Floor
Philadelphia, PA 19107

What happens when I file an appeal?

The Human Rights Committee will investigate by asking questions of everyone involved in the complaint, as well as anyone else who has additional information about the situation. You will be invited to meet with the Committee within 30 days. You may ask a family member, a friend, an advocate, or anyone else you choose to accompany you and speak on your behalf. The person or people you are accusing of violating your rights may also be invited to attend the meeting.

The committee will make a decision following the meeting. The findings and recommendations of the Human Rights Committee will be sent in writing to the Deputy Health Commissioner for Mental Health / Mental Retardation, who is the highest authority in the Philadelphia community mental health system, within 3 working days. A copy of the Committee's findings and recommendations will also sent to you and to the person or people accused of violating your rights.

What action will be taken?

Within 30 days, the Deputy Health Commissioner for MH/MR will send the Human Rights Committee a written report stating what actions have been taken in response to the committee's recommendations. Copies of this report will also be sent to you and to other individuals involved in the complaint.

Return to main Making a Complaint page.