An Ombudsman is an official designated to investigate individual complaints related to services. Our Ombudsman specializes in helping people express their wishes and concerns, ensuring their voices are heard and understood by their providers. Additionally, they assist in resolving grievances filed by beneficiaries of MCCMH.
THE OMBUDSMAN
Filing a Grievance
A grievance is an expression of dissatisfaction by a beneficiary about any matter other than an Adverse Benefit Determination. Grievances may include, but are not limited to, the quality of care or services provided, aspects of interpersonal relationships such as the rudeness of a provider or beneficiary, etc. A grievance can also be filed about an extension of time proposed by MCCMH to make an authorization decision. When you file a grievance with the Ombudsman, MCCMH must acknowledge your concern in writing and work with you to resolve it within 90 days.
A grievance must be filed in writing or verbally to the Ombudsman.
The grievance can be mailed to:
Macomb County Community Mental Health
Customer Service
19800 Hall Road
Clinton Township, MI 48038
586-469-7795
586-469-7674 (fax)
Frequently Asked Questions
Who can file a grievance?
Grievances may be filed by individuals receiving benefits or by their legal representatives. If a beneficiary has given written consent, the provider or another authorized representative may also file a grievance on the beneficiary’s behalf.
Can I file a grievance if my services have been denied?
A grievance cannot be filed regarding an adverse benefit determination. Instead, beneficiaries who have received a ‘Notice of Adverse Benefit Determination’ and whose services have been reduced, suspended, or terminated may request access to the local appeal process.