Policy A-10 - Grievance Process for Healthcare Complaints (Delaware DOC)

Delaware Department of Correction Policy A-10, approved by the Commissioner effective April 2, 2026, sets the three-step grievance process for medical, mental health and substance-use treatment complaints, filed under Bureau of Prisons Policy 4.4, Offender Grievance Process. A grievance must be submitted to the Institutional Grievance Chair within 7 calendar days of the incident, may raise only one healthcare issue, and requires the sick call process to be used first. Step 1 informal resolution by the Health Services Administrator or mental health or SUD director must be completed within 14 days, and the individual has 7 days to sign accepting or rejecting it or the grievance is deemed abandoned. Step 2 is a Medical Grievance Committee hearing held within 30 days in the person's presence. Step 3 is an appeal filed within 7 days to the BHSAMH Bureau Grievance Officer, with the Bureau Chief issuing the final decision. The whole process cannot exceed 180 calendar days, and emergency medical grievances must receive a response within 24 hours.