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


Your Rights: 


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.


Your Responsibilities:


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


Privacy Officer

The Privacy Officer for Crossroads Agency is Katie Viola Downey, who can be contacted at:

80 Congress Street, Suite 106

Springfield, MA 01104

(413) 739-1611

Where to Find Us:

For individuals with hearing impairments, please refer to the MassRelay (MR) phone numbers listed below to contact Crossroads Agency. 

Crossroads Agency
80 Congress St 

Suite 106
Springfield, MA 01104

Phone: 413 739-1611

Fax : 413 739-1711


Crossroads Agency

42 Summer Street

Suite 201

Pittsfield, MA 01201


Phone: 413-442-6700

Fax: 413-442-6708


Crossroads Agency

121 Lincoln Street

Worcester, MA 01605


Phone: 508-795-1611

Fax: 508-795-1612


(MR) Speech to Speech Dail 711 or


(MR) TTY and ASCII Dial 711 or


(MR) Voice-carry-Over Dial 711 or


(MR) Spanish to Spanish Dail 711 or


Agency Hours

Hours of Business

Monday thru Friday - 8am to 6 pm

Saturdays - By Appointment only


Extended business hours

To accomodate our customers' busy schedules, we have early or extended hours by appointment only.


Offices are closed MOST major holidays unless overwise scheduled.