Client rights and Responsibilities
Individuals receiving service at Crossroads Agency have both rights and responsibilities. Clients and participants will be educated about their rights and responsibilities in a variety of ways (e.g., notices in service locations, in written form, by staff through the intake and assessment process).
This policy applies to staff of Crossroads Agency who serve clients.
Clients have the right to ask for a change of clinician, however, the request will only be granted when it is reasonable and an alternative exists. Requests that are discriminatory in nature will not be granted.
1. Staff will explain to clients their rights and responsibilities as a regular part of the intake and assessment process.
2. Program Managers will ensure the client rights and responsibilities statement (below) is available in written form to clients and participants and in the client’s preferred language.
3. Clients will sign off on having received the manual which has the rights and responsibilities listed
4. Staff will ensure they are familiar with Crossroads Agency privacy policies and procedures so that they can answer client’s questions and assist clients in exercising their rights in regards to their treatment
Patient’s Rights and Responsibilities
It is extremely important to us at Crossroads Agency that clients maintain awareness of their legal rights and responsibilities as a client of the agency.
According to Mass. General Laws Ch.111, s.70E & Chapter 91 of the Acts of 2005 and 164.09 CMR Licensure Regulations for Substance Abuse Treatment Programs by The Department of Public Health
You have the right to:
- Considerate and respectful care, free of abuse, neglect or exploitation;
- Freedom from strip searches and body cavity searches;
- Control over his/her bodily appearance, provided, however, on program premises, the licensee may prohibit attire and personal decoration that may interfere with treatment;
- Treatment without regard to race, ethnicity, creed, national origin, religion, gender, sexual orientation, age, or disability;
- The right to challenge information in his/her client record by inserting a statement of clarification or letter of correction signed by both the clinician and the client;
- Informed consent, including information about your condition and proposed treatment;
- Effective communication, involvement in the decision-making process, including the right to refuse treatment;
- Cultural, psychosocial, spiritual, personal beliefs or preferences respected;
- An environment that preserves dignity and contributes to a positive self image;
- Privacy during treatment/care;
- Obtain the name and specialty of the person responsible for your care;
- Prompt life-saving treatment in an emergency;
- Expect continuity of care;
- Terminate treatment at any time;
- Freedom from coercion;
- Confidentiality, privacy and security of medical records and communication (HIPPA, 42 CFR Part II);
- Access to your record in the presence of the administrator or designee unless there is a determination that access to parts of the record could cause harm to the client;
- Request a copy of your health record (upon the payment of a fee for copying), if applicable;
- Receive an itemized bill and information regarding financial aspects of your treatment.
You have the responsibility to:
- Provide information about past illnesses, hospitalizations, medications, and other matters relating to your health;
- Keep scheduled appointments and notify us when unable to do so;
- Be considerate of other clients in the waiting room;
- Respect agency property and use it responsibly;
- Provide financial and health insurance information necessary for the processing of your bill and be prompt in paying outstanding charges;
- To grieve actions or decisions of the agency regarding your treatment;
- Freedom to practice his/her religious faith;
- To request a referral to a facility which provides treatment in a manner to which the client has no objection;
- To contact the Department of Public Health;
- Inform the agency administration immediately if you believe any of your rights have been, or may be, violated.
This is what we ask from you:
- Treat the staff and others at Crossroads Agency with courtesy and respect
- Let Crossroads Agency know 24 hours before if you cannot come to an appointment.
- Honor your financial obligations
The Privacy Officer for Crossroads Agency is Katie Viola Downey, who can be contacted at:
80 Congress Street, Suite 106
Springfield, MA 01104