Healthcare Compliance Unit Frequently Asked Questions

Citizens, facility residents, patients, authorized representatives and employees of any program or facility operated, licensed or funded by DBHDS may call the Complaint Line toll-free at:

1-833-333-OSIG (6744) (toll-free in Virginia)

804-625-3255

8:00 a.m. - 4:30 p.m.

(Monday through Friday, excluding state holidays)

The following instances – occurring in any program or facility operated, licensed or funded by DBHDS – should be reported:

• Abuse
• Neglect
• Inadequate Care

Abuse is defined as any act or failure to act by an employee or other person responsible for the care of an individual in a facility or program operated, licensed or funded by DBHDS that was performed or failed to be performed knowingly, recklessly or intentionally, and that caused or might have caused physical or psychological harm, injury or death to an individual receiving care or treatment for mental illness, intellectual disability or substance abuse.

Neglect is defined as failure by a person, program or facility operated, licensed or funded by DBHDS responsible for providing services related to the nourishment, treatment, care, goods or services necessary to the health, safety or welfare of an individual receiving care or treatment for mental illness, intellectual disability or substance abuse.

Inadequate Care is defined as failure to provide appropriate and sufficient care.

Find additional information at LIS Virginia Law.

Some examples of abuse, neglect or inadequate care include:

1. Rape, sexual assault or other criminal sexual behavior;
2. Assault or battery;
3. Use of language that demeans, threatens, intimidates or humiliates the individual;
4. Misuse or misappropriation of an individual’s assets, goods or property;
5. Use of excessive force when placing an individual in physical or mechanical restraint;
6. Use of physical or mechanical restraints on an individual that is not in compliance with federal and state laws, regulations and policies, professionally accepted standards of practice or their individualized services plan; and
7. Use of more restrictive or intensive services to punish an individual that is not consistent with his or her individualized services plan, for example:
8. Failure to administer medications according to the MAR/physician’s orders;
9. Failure to follow or deliver supports (care/treatment) as outlined in the Individual Support Plan or Behavioral Support Plan;
10. Failure to provide adequate nutritional needs or failure to adhere to restricted diets.

Contacting the Complaint Line is encouraged if a citizen, facility resident, patient or employee suspects abuse, neglect or inadequate care is occurring or has occurred in any program or facility operated, licensed or funded by DBHDS.

Callers to the Complaint Line will speak to a BHDS staff member who will assign a case number. The BHDS staff member will ask specific and detailed questions regarding the nature of the complaint.

A caller should have the following information available when contacting the Complaint Line:

• Circumstances of the incident;
• The facility or provider(s) involved;
• All available evidence; and
• Dates, times, names and places.