Grievance Procedure

For all patients, their families, and parents and/or guardians of minor patients

Retreat Healthcare has a procedure that provides for receiving and responding to complaints of patients, families, parents of minors, and guardians regarding the quality of care given to patients. Every effort will be made to address and resolve complaints as quickly as possible.

The following procedure should be followed in presenting a complaint:

Any complaint should be given verbally or in writing, to a member of the treatment team who will try to resolve the concern. If your concern is not resolved please notify the patient’s attending psychiatrist.

If the complaint is not resolved by the attending psychiatrist, they will refer your concern to the unit Clinical Manager.

If the complaint is still not resolved, please contact the Brattleboro Retreat Patient Advocate, by calling (802) 257-7785, ext. 3221 or direct dial (802) 258-6103. Unresolved complaints will be forwarded to the Vice President of Patient Care and/or the VP of Medical Affairs for resolution. The Chief Executive Officer may also become involved.

Once a complaint has been directed to the Patient Advocate, the patient, guardian, and/or family member will receive a written response within 14 days, analyzing the problem and noting the action needed and/or taken.

The submission of a complaint does not affect or compromise the patient’s current treatment or the patient’s future access to care.

Other resources you may directly contact:

Vermont Board of Health and Medical Practice: (802) 863-7280
Department of Health, PO Box 70, Burlington, VT 05402
Department of Aging & Disabilities, Division of Licensing and Protection: 1-800-564-1612, or (802) 241-2345, 103 South Main St., Ladd Hall, Waterbury, VT 05671
Vermont Banking, Insurance, Securities and Healthcare Administration: (802) 828-3307, 89 Main St. Drawer 20 Montpelier, VT 05620-3101
Vermont Protection & Advocacy: 1-800-834-7890 or (802) 229-1355, 141 Main St., Suite 7, Montpelier, VT 05602