Grievance procedure.

§ 51.25 Grievance procedure. (a) The P&A system shall establish procedures to address grievances from: (1) Clients or prospective clients of the P&A system to assure that individuals with mental illness have full access to the services of the program; and (2) Individuals who have received or are receiving mental health services in the State, family members of such individuals, or representatives of such individuals or family members to assure that the eligible P&A system is operating in compliance with the Act. (b) At a minimum, the grievance procedures shall provide for: (1) An appeal to the governing authority from any final staff review and/or determination; in cases where the governing authority is the director of the P&A system, the final review and/or determination shall be made by a superior of the governing authority, e.g., a supervisor, or by an independent entity, e.g., an appointed board or committee. (2) Reports, at least annually, to the governing authority and the advisory council describing the grievances received and processed and their resolution; (3) Identification of individuals responsible for review; (4) A timetable to ensure prompt notification concerning the grievance procedure to clients, prospective clients or persons denied representation, and to ensure prompt resolution; (5) A written response to the grievant; and (6) Protection of client confidentiality. [62 FR 53564, Oct. 15, 1997]