When You’re Not Satisfied with Services
Before filing a complaint or concern, try requesting the service you need directly from the hospital staff or the crisis worker.
The Patient’s Bill of Rights can tell you more about your rights. The hospital staff or a Family Support Specialist should be able to locate more
information for you.
Filing a Concern or Complaint
A complaint is a concern you may have with any aspect of health care services or with the provider of your health insurance. Sometimes it is also called a grievance. Examples are:
- Interactions with staff that you felt were insensitive, shaming or otherwise offensive
- Requested service or help was not received
- Receiving incorrect services or medication
- Condition of facilities
- Unreasonably long wait times
- Refusal to provide an interpreter or asking a family member to interpret
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 grievance process which should be on their website. You may call customer service to ask for help. The number is located on your insurance card. It is also a good idea to submit a written request or complaint. If you send a written request or complaint, the CCO must reply in writing as well, usually within 5 work days.
With Your Private Insurer
Each private insurer has its own method of filing a complaint. Look on their website and search the terms “grievance” or “complaint.” You may also file a concern about your insurance company with the state at the Division of Consumer and Business Services (DCBS).
About the Hospital with the State
If you filed a complaint with your CCO or health plan provider and are dissatisfied with the outcome, you can submit your complaint either through the Governor’s Advocacy Office or through the Oregon Health Authority.
About Child Protective Services or services for children with intellectual or developmental disabilities
Department of Human Services, Governor’s Advocacy Office
(8am-5pm):
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
cold be investigated for neglect. What
should we do?
Refusing an unsafe discharge is not neglect. You can:
- Calmly restate that safety is a concern
- Ask for documentation of your concerns
- Ask to speak with a supervisor or patient advocate
- Ask to have a Family Support Specialist
If you are contacted by ODHS:
- You can explain that you were seeking safety and support
- You can ask for help understanding the process
- You can request support from a Family Advocate or Family Support Specialist
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 is that you sought help, that you are trying to keep your child safe, and you are honest about what happened.
Seeking emergency care is the right thing to do.