The Mecklenburg County Area Mental Health (AMH) consumers have certain rights, including the right to:

• Have confidentiality
• Have a person-centered plan
• Refuse treatment
• See their medical records
• Have privacy
• Know the cost of services
• Be free from unnecessary physical restraint and physical abuse

Appeals and Complaints
Consumers also have the right to file complaints and appeals. If you are unhappy with a service or feel you have not been treated fairly, you can make a complaint at any time. We urge you to first discuss the matter with the staff providing your service and give them opportunity to help resolve the matter.

If you are still dissatisfied, you can contact the employee's supervisor. If after talking with both the staff and supervisor you do not feel that your issue has been resolved, you may contact the Program Administrator.

This procedure ensures that key staff members have a chance to hear your concerns and respond to them. If you are not satisfied with the staff's response, we will help you file a complaint that will be presented to the Client Rights Committee. You have the right to appeal decisions about care provided by AMHA and its service providers.

Getting Help
If you need help making a complaint call the Consumer Rights Representative at 704-336-6027, and we will assist you. Consult our consumer rights handbook (PDF) for more details. Also, please read our consumer choice policy (PDF), if you have questions regarding choosing providers. You can You may also contact the N.C. Division of Mental Health, Developmental Disabilities and Substance Abuse Services Advocacy Branch at 919-420-7927.

Consumer Responsibilities
We need cooperation from our consumers to make sure they receive the best possible service and care.  We expect our consumers to:

• Give us all the facts when they come in for help
• Follow their treatment/treatment plans
• Tell us when they have concerns about their person- centered plans
• Keep appointments or call 24 hours ahead to cancel
• Bring in all medication bottles to doctor's appointments
• Let us know about changes in name, insurance, address, phone number and financial status
• Pay their bills or let us know about problems paying
• Treat staff and other consumers with respect
• Follow the rules of the program they're in
• Let us know when they have a complaint
• Not leave their children unattended in waiting areas
• Respect the confidentiality of other consumers
• Participate in the development of their person-centered plans