CLIENT HELP * Handbook1 - Behavioral Services
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PERSONS RECEIVING BEHAVIORAL HEALTH SERVICES:
This handbook has been designed to help you understand your rights. If you need more information or have further questions, please speak with your primary therapist or case manager.
24-hour crisis line: 775.1000 • TTY/TTD line: 800.253.0191 |
YOUR RIGHTS
Rutland Mental Health Services (RMHS) is committed to maintaining the dignity and worth of all individuals seeking services. We do not discriminate on the basis of race, creed, sex, sexual orientation, or disability. As a person receiving services, you have the following rights:
1. |
To receive treatment that is considerate of your age, gender, culture, sexual orientation, spiritual beliefs, socioeconomic status, and language. |
2. |
To receive treatment that is free of physical or psychological abuse, retaliation, humiliation, neglect, or exploitation for financial gain. |
3. |
To ethical treatment, as determined in the RMHS Code of Conduct. A copy of the Code of Conduct can be obtained from your primary therapist, case manager or other RMHS staff. In addition, if you are receiving services from a person licensed or certified by the State of Vermont, you will be given a copy of the Code of Ethics governing your clinician’s profession. |
4. |
To receive treatment and rehabilitation and/or educational services appropriate for your condition according to commonly accepted professional standards. |
5. |
To participate in the development of your plan of care. With your consent, family members will also have the opportunity to participate in the development and review of your plan of care. You will be assigned a primary case manager or therapist who will assist you in the development, review and revision of your plan of care and in the coordination of your care. You will be asked to identify your goals and desired outcomes in seeking services. |
6. |
To information which will assist you in making decisions about your treatment. You will be informed about your condition and progress. A copy of your treatment plan will be provided to you if you request it. You are encouraged to meet with members of your treatment team to participate in treatment decisions. |
7. |
To informed consent or refusal or expression of choice regarding service delivery, release of information, concurrent services, composition of the service delivery team and involvement in research projects, if applicable. |
8. |
To the least restrictive conditions necessary to achieve the goals of your treatment plan. Any restrictions placed on you will be periodically reviewed by the treatment team. You may file a grievance, or appeal any decision which results in a restriction of your rights. |
9. |
To be free of unnecessary or excessive medication. |
10. |
To be free from the use of seclusion; and from restraint, with the exception of the use of emergency holds where there is a threat of imminent harm to yourself or others. |
11. |
To refuse treatment with the following exceptions: Except after a court hearing and final commitment order, or Except if your behavior is such that it is necessary to use treatment to prevent physical or emotional harm to you or other persons. |
12. |
To petition the court for review of any civil commitment order in accordance with the
provisions of the law. |
13. |
To privileged (confidential) communications with those who examine or treat you. Information provided during evaluation or treatment may not be disclosed without your consent or appropriate court order, except in cases where a significant danger exists to yourself, others, or property. In addition, we are required by law to report any suspected abuse or neglect of a child and abuse, neglect or exploitation of an elderly or mentally disabled adult. Additional information on your privacy rights, including your right to access your own record, is available in the RMHS NOTICE OF PRIVACY PRACTICES. |
14. |
To not be subjected to experimental research without your informed consent, or the consent of your legal guardian, if applicable. If consent is given, it may be withdrawn at any time by either you or your guardian. |
15. |
The right to assistance with access and referral to guardianship services, to self-help groups, to advocacy services, or to legal services. |
16. |
The right to assistance in understanding your bill. |
17. |
To be informed, in a manner consistent with your level of understanding, of these rights. You (or guardian, if applicable) will acknowledge, in writing, your receipt of information regarding the rights of persons receiving services. |
YOUR RESPONSIBILITIES
As a person being served by Rutland Mental Health Services, you have both rights and responsibilities. You have a right to considerate, respectful treatment, and you have responsibility to be considerate and respectful of the rights and privacy of others. Smoking is prohibited in all agency buildings and in vehicles operated by agency staff while being used to transport persons served. You are prohibited from bringing illicit drugs or prescription medications that are not in their original, marked containers into RMHS facilities. You are prohibited from bringing weapons into any RMHS facility and from possessing any weapon while being provided with transportation by RMHS staff. Your children should be supervised at all times. As part of registering with our treatment system, you will be asked to sign a fee agreement which outlines your responsibilities for payment. Payment for services is due when services are received unless other arrangements are made.
GRIEVANCE PROCEDURE
It is the policy of RMHS that any grievance/complaint regarding services and support raised by a client, family member, guardian, or a person acting on behalf of the client, who does so with his/her express permission, will be given due consideration. Definitions: A grievance is a request for review of denial or reduction of service. A complaint is an issue not related to service denial or reduction or eligibility determination. You, a family member, or other person acting on your behalf, having a grievance or complaint, shall explain the grievance or complaint to your primary therapist or case manager or complete a Grievance/Complaint Form within 90 days of the pertinent issue. RMHS staff shall arrange for a reasonable accommodation for language or other needs the complainant may have in order to understand and participate in the process. The primary therapist/case manager shall report the grievance/complaint to the Program Director using the client Grievance/Complaint Form.
Resolution: All complaints must be resolved by RMHS within 45 calendar days of receipt and written notice of resolution sent. All grievances must be resolved within 10 days of receipt of the grievance and written notice of resolution sent. The written notice will include a brief summary of the complaint, the steps taken on your behalf, and the resolution. If the resolution is adverse, the notice will include information on your right to appeal the issue to the higher level of review, and instructions on how to do so. Level of Review: You shall meet with your primary therapist or case manager and attempt to resolve the grievance/complaint. If this fails to achieve resolution, you will be given an opportunity to meet with the primary therapist or case manager's supervisor. If the problem is not resolved, you may elect to meet with the Program Director.
You also have the option to make a complaint or file a grievance directly with the Vice President for Clinical Services.
If the grievance/complaint cannot be resolved at the Program or Division Director level, the Chief Executive Officer will convene a panel comprised of at least two individuals who have no personal stake in the outcome of the grievance/complaint and are amenable to all involved parties. The panel will communicate its decision to the grievant in writing in whatever language or mode of communication the grievant prefers. The decision of the Chief Executive Officer will be final and will be communicated in writing. You will be advised of your right to representation or the assistance of an advocate at any stage of the grievance/complaint procedure. You will also be assured of the confidentiality of the proceedings and that no retribution of any kind will result from filing a grievance/complaint.
QUALITY IMPROVEMENT
We are dedicated to improving the quality of our services. We value your input regarding the quality of care, the results of our services, and your satisfaction with any aspect of our organization. We will be asking for your input through surveys and we encourage you to provide us with your feedback. We also solicit feedback from families, other providers and agencies, and others in the community. If, at any time, you have any suggestions on how we can better serve you, please feel free to share them with us.
EQUAL OPORTUNITY
It is the policy of RMHS to provide equal opportunity and employment to all staff, applicants, and recipients of our services.
ACCESS TO SERVICES
If you are interested in our behavioral health services, please call us at (802) 775-2381; TTY/TTD (800) 235-0191. Intake workers provide information,referral, financial counseling, scheduling, and information on the admissions process. For access to Development Services, call the Community Access Program: (802) 775-0828.
IN AN EMERGENCY
Emergency services are available 24 hours a day. Business hours are 8:30 AM to 5:00 PM, Monday through Friday. During normal business hours, please contact your primary therapist/case manager. After hours, weekends, and holidays, call 775-1000 for assistance. The Family Focus Program also provides crisis response for children and families at 773-4225.
24-hour crisis line: 775.1000 • TTY/TTD line: 800.253.0191 |
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