Resources for family and friends

Complaint process FAQ sheet 
Complaint process form (fillable PDF)
Complaint process form (printable Word document)

OSH Ombuds and Family Services                                             
This team works closely with patients and their families to answer questions about the hospital, provide education and support, and give assistance with problems and concerns. Contact them at:
            OSH.OmbudsandFamilyServices@dhsoha.state.or.us
            Salem: 503-947-8109
            Junction City: 541-465-2785

Medical records

Patients, or their authorized representatives, may request copies of medical records for themselves or to have the records sent to others – such as a current care provider or an insurance company. For more information visit https://www.oregon.gov/OHA/OSH/Pages/Medical-Records-Request.aspx

Treatment programs

Patients at OSH are placed into the hospital program that will best meet their needs. For information about these programs, visit https://www.oregon.gov/OHA/OSH/Pages/Programs.aspx

Legal Affairs

Legal Affairs works closely with the Oregon Department of Justice, district attorneys, defense attorneys, Disability Rights Oregon, victim advocates and law enforcement agencies to address any legal matters involving Oregon State Hospital, its patients and its staff.
https://www.oregon.gov/oha/OSH/LEGAL/Pages/index.aspx

Cost of Care

There may be a cost associated with a patient's stay at OSH. OSH is mandated by law to bill everyone who has an ability to pay - whether they are admitted voluntarily or involuntarily. Each patient at OSH is assessed an Ability-to-Pay Order based off their income, assets, and expenses. This Ability-to-Pay Order shows the maximum amount a patient is expected to contribute towards their cost of care.

For most patients, this maximum amount is $25 a month. Patients with more assets and income pay more, and patients with less income pay less. If a patient has insurance, such as Medicare, their insurance is billed to assist with the cost of care. However, what a patient owes is determined by the Ability-to-Pay Order.

Please know that Oregon State Hospital will NOT:

• Garnish wages
• Seize Social Security Benefits (or other federal benefits)
• Garnish Veteran's benefits
• Take money from a patients trust account without their written permission
• Take any of a patient's belongings
• Charge late fees or interest

Oregon State Hospital accepts cash, money orders or checks. Payments may also be made from a patient's trust account.

Checks may be made out to:

            Oregon State Hospital
            Patient Financial Services
            PO Box 14900
            Salem, OR 97309

Any billing disputes or inquiries regarding a patient's Ability-to-Pay Order, or billing statements, should be discussed with a patient account coordinator at 503-947-0244. The voice mail box is checked daily, and all calls are returned within 24 hours or by the next available business day.  

Guardianship

If you have questions about the guardianship process in Oregon, please review the following documents or call 503-947-8109 in Salem or 541-465-2785 in Junction City. You can also email OSH.OmbudsandFamilyServices@odhsoha.oregon.gov. 

• DRO Guardianship Handbook
  
• Guardianship and other options booklet
  
• Guardianship First year as a guardian brochure
  
• Guardianship Person-Centered Planning
  

Resources outside of the hospital

Alzheimer's Network of Oregon

“Provides compassionate support to individuals, their families and caregivers impacted by Alzheimer's disease and other dementias. We provide services and education programs that families need through a local community presence."
            Call: 503-364-8100
            Visit: www.AlzNet.org

Brain Injury Alliance of Oregon

“Dedicated to creating a better future through brain-injury prevention, resource facilitation, education, advocacy, peer mentoring and support groups."
            Call: 800-544-5243
            Visit: www.BIAOregon.org

Disability Rights Oregon (DRO)

“To promote and defend the rights of individuals with disabilities."
            Call: 503-243-2081 or 800-452-1694

            Visit: www.DROregon.org

Health Care Regulation and Quality Improvement (HCRQI)

The HCRQI program regulates health care facilities, providers and suppliers in acute care and community-based programs. The HCRQI program is part of the Center for Health Protection in the Public Health Division of the Oregon Health Authority. Complaints concerning patient rights related to 42 CFR 482.13 may be filed by contacting:
            Mail:  Health Care Regulation and Quality Improvement
                      800 NW Oregon St., Suite 305
                      Portland, OR 97232
            Call:   971-673-0540
           Visit:   HCRQI Website

The Joint Commission

The Joint Commission makes sure the hospital meets national standards on health care. Contact The Joint Commission at:
            Phone: 800-994-6610
            Visit: www.JointCommission.org

Mental Health and Addiction Alliance of Oregon (MHAAO)

“An inclusive peer-run organization dedicated to self-direction honoring the voice of lived experience."
            Call: 503-922-2360
            Visit: www.MHAofOregon.org

National Alliance on Mental Illness (NAMI) Oregon

“Dedicated to improving the quality of life for individuals living with mental illness, as well as their families and loved ones."
            Call: 503-230-8009 or 800-343-6264
            Visit: www.namior.org

Office of Training, Investigations and Safety (OTIS)

OTIS investigates all reports of alleged patient abuse at OSH. Contact OTIS at:
            503-689-5076
            800-406-4287

Oregon Psychiatric Security Review Board (PSRB)

“To protect the public by working with partnering agencies to ensure persons under its jurisdiction receive the necessary services and support to reduce the risk of future dangerous behavior using recognized principles of risk assessment, victim's interest and person-centered care."
            Call: 503-224-0215
            Visit: https://www.oregon.gov/prb/Pages/Index.aspx