Wash. Admin. Code § 388-877-0654 - How individuals may express concern about their rights, services, or treatment

(1) Individuals who apply for, are eligible for, or receive behavioral health services authorized by a behavioral health organization (BHO) may access the BHO's grievance and appeal system to express concern about their rights, services, or treatment.

(2) The BHO's grievance and appeal system includes:

(a) A grievance process as described in WAC 388-877-0660;

(b) An appeal process as described in WAC 388-877-0670; and

(c) Access to administrative hearings as described in WAC 388-877-0675.

(3) Individuals must exhaust the appeal process before they have access to an administrative hearing.

(4) Individuals may also use the free and confidential behavioral health ombuds services described in WAC 388-865-0262 through the BHO that contracts with the behavioral health agency in which they receive behavioral health services. Ombuds services are provided independent of BHOs and behavioral health agencies and are offered to individuals at any time to help them with resolving issues or problems at the lowest possible level before and during the grievance, appeal, or administrative hearing process.

(5) In handling grievances and appeals, each BHO and behavioral health agency must give individuals any reasonable assistance in completing forms and taking other procedural steps related to a grievance or appeal. This includes, but is not limited to, auxiliary aids and services, upon request, such as providing interpreter services and toll-free numbers that have adequate TTY/TTD and interpreter capability.

Notes

Wash. Admin. Code § 388-877-0654

Adopted by WSR 16-13-087, Filed 6/15/2016, effective 7/16/2016 Amended by WSR 17-20-006, Filed 9/21/2017, effective 10/22/2017