Juvenile Hall Update

Mental Health complaints are not resolved in a timely manner, contrary to the two-day “Patients’ Rights Program Review,” May 25 and 26, 2000, which stated, Our review indicated that Mendocino County has an adequate process and procedure in place. The PRA informs clients of the complaint process on a regular basis through individual meetings and educational training. Complaint forms are also available in several locations for use of clients. A standard form is available to all clients for writing and submitting their complaints to the advocate. The advocate has a computerized system for tracking of all complaints. The complaint process however does not inform clients of the complaint appeal process if they remain dissatisfied. One complaint reviewed by the Grand Jury was unresolved after a year’s time, with no resolution or written response. Another complaint took eight months for response, but when the client reported the same incident to the State six months into the complaint process, the State’s formal, written response was received in six weeks. Response (Mental Health): The Department disagrees with this finding. The Grand Jury cited two examples of complaints that had not been resolved within the 30-day timeframe required by the State. Since 1998, only 10% of complaints took more than 30 days to resolve. The Department does not know which two complaints were reviewed by the Grand Jury, but reasons for complaints to take more than 30 days to resolve include the following: 1) consumer not responding to requests for follow-up information 2) limited availability of staff time for interviews (there may be multiple staff to interview, and one PRA to conduct the interviews) 3) consumer deciding to pursue a higher level of review (the complaint remains open pending final resolution) 4) delay in receiving signed release of information when complaint is filed by a consumer’s representative or 5) client leaving the area before investigation is completed. The Patient Rights Advocate is now sending follow-up letters asking consumers to confirm that they want to continue with the complaint process when she has been unable to reach them by telephone. The report cited by the Grand Jury, above, was from an independent assessment of Mendocino County’s PRA program by Protection and Advocacy, Incorporated, which has a contract with the State Department of Mental Health to review all Patients’ Rights Advocacy programs for conformance with State standards. Protection and Advocacy has a long history of challenging the practices of County Mental Health Departments. This report, mailed January 8, 2001, summarized: “The Mendocino County Patients’ Rights program is a well- developed and run program. The relationship of the advocates to the clients is an excellent one. The relationship between the advocate and the Mental Health 2000-2001 Mendocino County Grand Jury Final Report 30

client leaving the area before investigation is completed. The Patient Rights Advocate is now sending follow-up letters asking consumers to confirm that they want to continue with the complaint process when she has been unable to reach them by telephone. The report cited by the Grand Jury, above, was from an independent assessment of Mendocino County’s PRA program by Protection and Advocacy, Incorporated, which has a contract with the State Department of Mental Health to review all Patients’ Rights Advocacy programs for conformance with State standards. Protection and Advocacy has a long history of challenging the practices of County Mental Health Departments. This report, mailed January 8, 2001, summarized: “The Mendocino County Patients’ Rights program is a well- developed and run program. The relationship of the advocates to the clients is an excellent one. The relationship between the advocate and the Mental Health 2000-2001 Mendocino County Grand Jury Final Report 30