Client Rights & Responsibilities

Client Rights:

Each client has the right to:

• Care without discrimination
  Each client has the right to considerate, respectful treatment regardless of race, ethnicity, national origin, sex, sexual orientation, age, genetic information, disability, or source of payment.

• An environment free from mental or physical abuse, retaliation, humiliation, neglect, prejudice, and financial or other exploitation

• Participate in program decisions
  Each client has the right to fully participate in program decisions.
  Each client has the right to consent to or refuse program services as permitted by law and/or valid reason(s).
  Each client has the right to choose any person(s) he/she wishes to include in decisions.

• Information
  Each client has the right to access information in his/her chart to assist in decision-making regarding their individual plan.
  Each client has the right to review and copy their records from the Center and request amendments to their record. Medical documentation may be provided according to agency policy.
  Each client has the right to receive information about the services they will receive, about the duration and costs of said services, and about the services that are not available through the Center.
  Each client has the right to receive information about the Center’s policies and procedures that could affect them.
  Each client has the right to receive the above noted information presented in a manner in which he/she can understand.

• Privacy and Confidentiality
  Each client has the right to have the confidentiality of their individually-identifiable health care information protected.
  Each client has the right to receive written notice of privacy practices.

• Timely Complaint Resolution.
  Each client has the right to file a grievance in order to investigate and resolve any alleged infringement of rights or when he/she is dissatisfied with services.

Complaint Resolution Procedure:

Each client and/or family/support system has the right to file a formal grievance and/or appeal if:

• You feel your rights have been infringed upon.
• You are not satisfied with the way your program is going.
• You are not satisfied with the way a staff member is treating you.

Follow the steps below for resolution:

• First, talk with your primary staff person to discuss the issue.
• If your concern is not resolved, discuss it with the program director.
• If this does not resolve the complaint, obtain a Grievance Form from the agency’s Business Manager. At that time, a copy of the Agency’s Grievance and Appeal procedures will be given to you.

The following advocacy group is available to you to assist with grievances when you feel the agency has not adequately addressed your concerns:
Missouri Protection & Advocacy Services: 1-800-392-8667

 Client Responsibilities:

• Each client and/or family/support system is responsible for providing accurate and complete information related to his/her program.
• Each client and/or family/support system is responsible for being active participants in his/her plan of care.
• Each client and/or family/support system is responsible for following the rules and regulations of the Center.
• Each client is responsible for managing his/her own behavior.
• Each client is responsible for all personal items brought to the Center.
• Each client is expected to respect the agency’s and other client’s property and may be held financially responsible for any damages.

If information is needed in another language or format, contact your primary staff.