Do the regulations make any provisions for patient grievances?
Yes. The Federal regulations include provisions for receiving and acting upon patient grievances (42 CFR Part 8.4.(e)). The SAMHSA/CSAT approved accreditation bodies are required to have policies and procedures to respond to complaints from SAMHSA/CSAT, patients, facility staff, and others, within a reasonable period of time but not more than 5 days from the receipt of the complaint. Some accreditation bodies permit complaints to be submitted online. Additionally, in the SAMHSA/CSAT Guidelines for the Accreditation of Opioid Treatment Programs, under Consumer Bill of Rights and Responsibilities (XVI.B.14.g) Complaints and Appeals: All consumers have the right to a fair and efficient process for resolving differences with their health plans, health care providers, and the institutions that serve them, including a rigorous system of internal review and an independent system of external review. This is an area that the surveying accreditation organization will review.
