McLean Hospital – 115 Mill Street, Belmont, MA 02478
You have the right to file a complaint if you believe your care or treatment is inhumane, dangerous, or illegal. Hospital employees or the McLean civil rights officer will assist you in filing a complaint if you request assistance. Complaint forms are available in each program. Issues regarding individual care and treatment should first be discussed with your treatment team before filing a complaint. In the event that further assistance is needed, you may contact the clinical director of your program. Clinical issues that have not been satisfactorily resolved by your treatment team or the clinical director may be referred to the chief quality and risk management officer at 617.855.3128.
Complaints are filed with the chief quality and risk management officer. If the chief quality and risk management officer believes the complaint is serious, he/she will forward the complaint to the Massachusetts Department of Mental Health (DMH). The DMH licensing director will investigate and issue a written decision within 40 days. All complaints will be investigated by the hospital’s chief quality and risk management officer and a written decision will be issued within 10 days.
Complaints or concerns regarding quality of care or safety also may be directed to the organizations listed at the end of this guide. The civil rights officer is available to refer you to the proper person(s) for issues requiring the attention of other organizations not listed.
You have the right to request reconsideration of the decision issued, as indicated above. Such a request must be sent to the person who issued the decision and must be done in writing within 10 days of receipt of the decision. Such a request must specify the failure to interview an essential witness or the failure to consider an important fact or factor. The decision of such a reconsideration will be issued within 10 days of receipt of the request for reconsideration.
You have the right to appeal either a decision on the original complaint or a decision on a reconsideration. All appeals must be made in writing within 10 days of receipt of the applicable decision. Forms are available from the hospital’s chief quality and risk management officer.
Your appeal must be made to the DMH licensing director who will investigate and render a decision within 40 days from receiving the appeal. You have the right to further appeal a decision to the DMH commissioner, who will issue a final decision on an appeal within 30 days of its receipt.
Your appeal must be made to the DMH commissioner who will issue a final decision within 30 days.
Upon admission or upon your request at any time while you are hospitalized, you must be provided with contact information for the Mental Health Legal Advisors Committee, Committee for Public Counsel Services, Center for Public Representation, Disability Law Center, and other organizations listed in this guide. These groups offer free legal assistance to psychiatric patients; you must be provided reasonable assistance in contacting attorneys or paralegals from these organizations and in meeting with them if they visit the hospital.
Issues regarding a patient’s civil rights or hospitalization may be discussed with the McLean civil rights officer in Belmont at 617.855.3406 or the McLean civil rights officer in Middleborough at 774.419.1015.