Complaint Process for General Mental Health (GMH):
Formal complaints can be made either orally or in writing. You can call or write to Cenpatico Complaints, 1-866-495-6738 or our specialty phone lines, TDD/TTY 1-877-613-2076, 1501 W. Fountainhead Parkway, Suite 360, Tempe, AZ 85282.
Grievance/Request for Investigations for persons determined to have a Serious Mental Illness:
A. If asked the Agency will assist the member determined to have serious mental illness file an oral or written grievance or request for special investigation to the appropriate RBHA and notify their supervisor and Director of CQI.
B. If the Agency has reason to believe that a rights violation or condition requiring special investigation has occurred against a member determined to have a serious mental illness, they will file a grievance or request for special investigation with the appropriate RBHA and notify their supervisor and the Director of CQI.
C. The entity for initially responsible for resolving grievances or request for investigations differs depending on the nature of the grievance or request for investigation, the Agency does not resolve grievances or investigate. The responsibility is as follows:
i. Allegations of rights violations involving abuse or death of a person determined to have a serious mental illness are investigated by ADHS/DBHS.
ii. Allegations of rights violations other than abuse or death are investigated by the Arizona State Hospital if the violation occurred there or the RBHA if the violation occurred there or at one of their providers.
D. The Agency is not directly responsible for the resolution of the grievance or request for special investigation, but are required to be actively involved in the process as follows:
i. Cooperate in the investigation by participating in any private face-to-face interviews the investigator request
ii. Provide information requested by the RBHA or ADHS/DBHS designated investigator
iii. Continue to cooperate and participate as necessary in any subsequent appeal proceedings relating to the grievance or request for investigation Implement any immediate, reasonable action required to protect the health and safety of any member determined to have a serious mental illness or involved staff.