How Families Can Help File A Complaint
Western State Hospital, Staunton, Virginia
As a family member or friend, you can play an important role in advocating for your loved one. You have the right to help file a complaint if you believe your loved one's rights have been violated or if you have concerns about their care. No one may punish or retaliate against the patient (or against you) for filing a complaint.
How to File a Complaint while in Western State Hospital
You can file a complaint in either of these ways:
Complaint Hotline: Call the complaint hotline at 540-569-3937. You may leave a message with clear details about the concern. Remember to document what you called about and when you called.
Form 88: Complete a written Form 88 (Complaint Form). Forms are available from nursing staff, the treatment team, or the Human Rights Advocate. Ask your loved one to get one and you may help them complete it during visitor's hours. Give the completed form to staff or the Advocate, or place it in a designated complaint box (not the Citizens' Council suggestion box).
You may also speak with any staff member, the treatment team, the Facility Director, or the Human Rights Advocate. A family member, friend, or advocate is allowed to file a complaint on the patient's behalf.
Important: Keep Your Own Records
Always write down the details of every complaint in your own personal files or notebook. This is your private record as the family advocate and helps protect your loved one's rights.
For every complaint you make, record at least the following:
What you are complaining about - Describe the issue clearly (what happened, who was involved, where it occurred, and how it affected your loved one).
How you filed the complaint - Note whether you used the hotline or Form 88 (or spoke to a specific person).
When you complained - Write the exact date and, if possible, the time you filed or made the complaint.
Keeping this information helps you follow up, prepare for meetings or appeals, and shows a clear timeline if you need further help from the Human Rights Advocate or Local Human Rights Committee.
What's Supposed to Happen After a Complaint Is Filed
1. The patient (and/or authorized representative) will be contacted about the complaint within 24 hours.
2. An investigation or review will begin promptly.
3. A written decision and action plan will be provided, usually within 10 working days.
4. If you or the patient disagree with the decision, there is a right to appeal to the Local Human Rights Committee (LHRC).
Who Can Help You Advocate
Human Rights Advocate (Western State Hospital / Office of Human Rights)
Mykala Sauls
Western State Facility Director
1-540-332-8200
State Human Rights Director (DBHDS Office of Human Rights)
Taneika Goldman
ALSO
Office of the State Inspector General
1-833-333-6744
Joint Commission
1-800-955-1819
To Complain to DBHDS about a provider;
Other resources for families
disAbility Law Center of Virginia (dLCV / PAIMI): 800-552-3962 or 804-225-2042
The Joint Commission (patient care/safety concerns): 800-994-6610 or complaint@jointcommission.org
Note About the Citizens' Council Suggestion Box
The Citizens' Council suggestion box is only for suggestions, ideas, and general feedback about the patient experience. It is not the place to submit Form 88 complaint forms. The Citizens' Council is not authorized to handle formal complaints. Using the proper complaint channels (hotline or Form 88) ensures your concern is reviewed through the official process.
Remember: Document what the complaint is about, how you filed it (hotline or Form 88), and the date/time in your own personal files every time. This record belongs to you as the family advocate and supports your loved one's rights.
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