Kindbridge Behavioral Health
File a Complaint or Grievance
You have the right to raise concerns about your care at any time. We take every complaint seriously and are committed to resolving it promptly, fairly, and without any effect on your services.
Kindbridge Behavioral Health maintains a formal grievance and complaint resolution process that is accessible, transparent, and responsive. All grievances are taken seriously, documented, investigated, and resolved within established timelines.
You may file a complaint or grievance at any point during or after your services. Filing does not affect your care in any way. You also have the right to contact state regulatory agencies or The Joint Commission at any time — you do not need to complete our internal process first.
No Retaliation
Filing a grievance will never result in adverse action or affect your services.
Written Acknowledgment
You receive written confirmation within 1 business day of filing.
Impartial Investigation
Every grievance is reviewed objectively by our Clinical Director or Compliance team.
Right to Appeal
If you're unsatisfied with the outcome, you have the right to appeal to our Director of Compliance.
How to Submit a Complaint
Complaints and grievances may be filed by you, or by another person on your behalf, through any of the following channels:
Client Portal
Log in to your secure client portal and submit a grievance directly through the messaging or forms section.
Send a written description of your concern to:
[email protected]
By Phone
Call us and ask to speak with the Clinical Director or Compliance Officer. Any staff member will take your concern.
In Writing
Submit a written description to any staff member or send by mail. All written grievances are logged the same day received.
Verbally
Tell any staff member your concern. They are required to forward it to the Clinical Director the same business day.
Anonymously
Anonymous reporting is available. Ask your care coordinator for details, or submit without identifying information via email.
Our Grievance Resolution Process
Once you file, your grievance moves through a structured, documented process. Here is exactly what to expect at each stage.
- Review of clinical documentation
- Interviews with involved staff
- Review of applicable policies and procedures
- A summary of your grievance
- The findings of the investigation
- Any corrective actions or resolution steps taken
Expected Timeframes
All timelines are in business days. "Business days" means Monday through Friday, excluding federal holidays.
| Step | Action | Deadline |
|---|---|---|
| Step 1 | Grievance forwarded to leadership | Same business day |
| Step 2 | Informal resolution attempt (if applicable) | Within 1 business day |
| Step 3 | Written acknowledgment of receipt | Within 1 business day |
| Step 4 | Investigation completed | Within 2 business days of receipt |
| Step 5 | Written response & resolution issued | Within 2 business days of investigation |
| Steps 1–5 | Total time from filing to written resolution | Generally 3 business days or fewer |
| Step 6 | Appeal final written determination | Within 5 business days of appeal request |
Urgent & Safety-Related Concerns
Urgent safety matters include, but are not limited to:
- Physical, emotional, sexual, or financial abuse
- Neglect by a caregiver or staff member
- Exploitation of any kind
- Immediate risk of harm to yourself or others
Regulatory Rights by State
In addition to Kindbridge's internal process, you have the right to file a complaint directly with regulatory and advocacy agencies in the state where your services are delivered. These rights exist independently of our internal process — you may contact state agencies at any time.
California
Oregon
Texas
Florida
Colorado
All Other States
Kindbridge operates in all 50 states. Contact information for the behavioral health regulatory agency in your specific state is available on our Client Rights page or upon request from your care coordinator.
Report to an External Agency
You have the right to contact the following agencies at any time — before, during, or after using our internal process. No disciplinary or punitive action will be taken against you for doing so.
The Joint Commission — Office of Quality & Patient Safety
HHS Office for Civil Rights (HIPAA & Section 1557)
National Disability Rights Network (NDRN)
Compliance Officer
To report a concern directly, call 800-994-6610, or email [email protected].