When You’re Not
Satisfied with Services
Before filing a complaint or concern, try asking directly
for the help or service you need from hospital
staff or the crisis worker.
The Patient’s Bill of Rights explains your rights. Hospital staff can help you find this information.
Filing a Concern or Complaint
A complaint is a concern about health care services or your health insurance provider. It is sometimes called a grievance.
Examples are:
- Interactions with staff that felt insensitive, shaming, or disrespectful.
- Not receiving requested help or services.
- Receiving incorrect care or medication.
- Problems with the condition of the facility.
- Very long wait times.
- Being refused an interpreter or being asked to use a family member as an interpreter.
Oregon Health Authority has an ombudsperson who can help you. An ombudsperson is a public advocate officially charged with investigating complaints and resolving them quickly.
Call 1-877-642-0420
or
Call or Text 503-957-9863
Filing a Concern or Complaint
With Your Coordinate Care Organization (CCO) or Oregon Health Plan Provider
Each Coordinated Care Organization (CCO) has a written process for complaints. This information is usually on their website. You can also call customer service using the number on your insurance card.
It is a good idea to submit complaints in writing. If you do, the CCO must reply in writing, usually within five working days.
OHP Customer Service
For issues, questions and concerns
Email: [email protected]
Call Customer Services directly at 800-273-0557.
Ombuds
Oregon Health Authority has a team of staff who advocate for Oregon Health Plan (OHP) members. These staff are called OHP Ombudspersons. The goal of the Ombuds team is to make sure OHP members get quality health care. Contact the Ombuds Program if you have a concern about the services you get from OHP.
Ombuds information:
https://www.oregon.gov/oha/erd/pages/ombuds-program.aspx
Email: OHA.OmbudsOffice@odhsoha.oregon.gov
Call: 1-877-642-0450 – Message line only
With Your Private Insurance Company
Each private insurance company has its own complaint process. Check their website and search for the words “grievance” or “complaint.”
You can also file a complaint with the state through the Division of Consumer and Business Services (DCBS).
About the Hospital with the State
If you are not satisfied after filing a complaint with your CCO or insurance provider, you can file a complaint with the state.
You can contact the Governor’s Advocacy Office or Oregon Health Authority.
About Child Protective Services or Services for Children with Intellectual or Developmental Disabilities
Department of Human Services
Governor’s Advocacy Office
(8 a.m. to 5 p.m.)
1-800-442-5238
If you have any questions or concerns, seek out your family support specialist to assist you with the process or call the state’s Child and Family Behavioral Health Unit at 503-957-9863
FAQs
We refused to take our child home
because it wasn’t safe. We were told we
could be investigated for neglect. What
should we do?
Refusing an unsafe discharge is not neglect.
You can:
- Calmly explain that safety is your concern.
- Ask for concerns to be written in the record.
- Ask to speak with a supervisor or patient advocate.
- Ask to have a Family Support Specialist.
Contact the Oregon Family Support Network Parent Warmline for support, they have helped other parents in this situation.
If you are contacted by ODHS:
- Explain that you were trying to keep your child safe.
- Ask for help understanding the process.
- Request support from the Oregon Family Support Network Parent Warmline, Monday through Friday between 10am and 4pm.
Can I get in trouble if my child took pills or
cut themselves in my home?
Parents are not automatically in trouble when a child self-harms.
What matters most is that you asked for help, are working to keep your child safe, and are honest about what happened.
Getting emergency care is the right thing to do.