Clinic policies are posted below.
If you have any questions or concerns about any of the services you receive, please feel free to speak with the therapist/counselor, or family coach at the ODI Clinic.
What is a grievance?
A grievance can be a complaint about policies, procedures, or services offered to you where you have been treated unfairly.
You have the right to make a verbal or written complaint to either the therapist/counselor or their supervisor without fear of retaliation or negative impact on treatment services. If during the course of treatment you have a grievance that you cannot work out with the supervisor, please contact our Clinic Director Lisa Saldana at (541) 485-6207. If you are dissatisfied or would like to talk to someone outside of the program staff, you may contact the Trillium Behavioral Health Division at (541) 485-2155, PacificSource Community Solutions at (503) 210-2515, Lane County Behavioral Health at (541) 682-3608, or Disability Rights Oregon at (800) 452-1694. You may also request a complaint form and make a written complaint in accordance with OAR 309-019-0215 at any time. However, a grievance concerning a particular act or situation must be brought within 30 days after the act or situation occurred. If the grievance is not completed within the specified time limit an explanation describing the delay should be attached. It’s at the clinic discretion to extend the time limit. Grievance forms are available form reception, your therapist/counselor, or from any ODI Clinic staff member. We encourage you to discuss your problem prior to filing a written complaint. A brochure describing the Client Complaint Process and a copy of the Complaint form are available to all clients at any time from the reception desk. If you need assistance in filing a complaint, you may receive that from your therapist, the supervisor, Trillium Behavioral Health Division, or PacificSource Community Solutions at any time.
Before filing a grievance, you are encouraged to negotiate for changes. For all steps, you may request to have an ODI Clinic supervisor or the Clinic Director present.
- Talk to your therapist about the change you want.
- Negotiate a plan for change.
- Identify those things that indicate success.
- Identify consequences for success and failure.
- If this fails are you are dissatisfied, repeat steps 1 through 4 with the clinic supervisor.
- If you fail to reach an agreement with the clinic supervisor, you may file a written grievance.
The steps for filing a grievance are:
- Notify one of the individuals listed above.
- A meeting with occur as soon as possible with you and other concerned people (e.g. therapist, counselors, etc.).
- You will receive a written summary of the outcome of the grievance.
In circumstances where the grievance is likely to cause harm to the individual before the grievance procedures outlined above are completed, the individual, or guardian of the individual, may request an expedited review. The Clinic Director will review and respond to the grievance in writing within 48 hours of receiving the grievance. The Clinic Director’s response will include information about the appeal process.
All individuals and families who participate in services at the ODI Clinic have the right to:
- Choose from available services and supports, those that are consistent with the Service Plan, culturally competent, provided in the most integrated setting in the community and under conditions that are least restrictive to the individual’s liberty, that are least intrusive to the individual and that provide for the greatest degree of independence
- Be treated with dignity and respect
- Participate in the development of a written Service Plan, receive services consistent with that plan and participate in periodic review and reassessment of service and support needs, assist in the development of the plan, and to receive a copy of the written Service Plan
- Have all services explained, including expected outcomes and possible risks
- Confidentiality, and the right to consent to disclosure ORS 107.154, 179.505, 179.507, 192.515, 192.507, 42 CFR Part 2 and 45 CFR Part 205.50
- Give informed consent in writing prior to the start of services. except in a medical emergency or as otherwise permitted by law. Minor children may give informed consent to services in the following circumstances:
- Under age 18 and lawfully married
- Age 16 or older and legally emancipated by the court
- Age 14 or older for outpatient services only
- Inspect their Service Record in accordance with ORS 179.505
- Refuse participation in experimentation
- Receive medication specific to the individual’s diagnosed clinical needs, including medication used to treat opioid dependence
- Receive prior notice of transfer, unless the circumstances necessitating transfer pose a threat to health and safety
- Be free from abuse or neglect and to report any incident of abuse or neglect without being subject to retaliation
- Have religious freedom
- Be free from seclusion and restraint
- Be informed at the start of services, and periodically thereafter, of the rights guaranteed by this rule
- Be informed of the policies and procedures, service agreements and fees applicable to the services provided, and to have a custodial parent, guardian, or representative, assist with understanding any information presented
- Have family and guardian involvement in service planning and delivery
- Make a declaration for mental health treatment, when legally an adult
- File grievances, including appealing decisions resulting from the grievance
- Exercise all rights described in this rule without any form of reprisal or punishment
Beyond these rights, clients are encouraged to suggest and negotiate desired changes in their program. This can be done by contacting therapists, counselors, or case managers.