CLIENTS RIGHTS, RESPONSIBILITIES, AND COMPLAINTS

Policy

Recovery works guarantees certain rights and responsibilities to every to every client in order to ensure ethical treatment and program compliance.

Recovery Works maintains provisions for its clients, and others, to present complaints, either orally or in writing, and to have their complaints addressed and resolved in a timely manner.

Procedure

Each client will be notified of the following rights and responsibilities:

A client enrolled in Recovery Works is guaranteed the following rights:

  1. Right to a humane treatment or habilitation environment that affords reasonable protection from harm, exploitation, and coercion;

  2. Right to be free from physical and verbal abuse;

  3. Right to be free from the use of physical restraints and seclusion unless it is determined that there are no less restrictive methods of safely controlling behavior to reasonably ensure the safety of the client and other persons;

  4. Right to be informed about plan of treatment and to participate in the planning, as able;

  5. Right to be promptly and fully informed of any changes in the plan of treatment;

  6. Right to accept or refuse treatment, unless it is determined through established authorized legal processes that the client is unable to care for himself or is dangerous to himself;

  7. Right to be fully informed of the charges for treatment;

  8. Right to confidentiality of client records;

  9. Right to have and retain personal property which does not jeopardize the safety of the client or other clients or staff and have such property treated with respect;

  10. Right to converse privately, have convenient and reasonable access to the telephone and mails, and to see visitors, unless denial is necessary for treatment and the reasons are documented in the client’s treatment plan;

  11. Right to be informed of the program's complaint policy and procedures and the right to submit complains without fear of discrimination or retaliation and to have them investigated by the program within a reasonable period of time;

  12. Right to have access to their own client records and to obtain necessary copies when needed;

  13. Right to receive a written notice of the address and telephone number of that licensing authority, (i.e. the department, which further explains the responsibilities of licensing the program and investigating client complaints which appear to violate licensing rules);

  14. Right to obtain a copy of the program's most recent completed report of licensing inspection from the program upon written request (as per applicable licensing rules, the program may not be required to release a report prior to opportunity to file any violation correction plan.)

Complaints

Complaint resolution must be done within the confidentiality limits of Recovery Works policies and procedures, processed as follows:

A. Making a complaint:

i. Complaints should be fully described by the complainant

ii. Wherever prudent and appropriate, anyone against whom a complaint is made should be informed of the complaint.

iii. Such person(s) against whom a complaint is made should have a reasonable period of time to receive and consider the complaint.

B. Complaints are resolved at 1 of 3 successive levels of resolution:

i. Wherever prudent and appropriate, the complainant should first attempt to resolve the complaint as close to the source as possible.

This initial level is informal and verbal, and staff support shall be available, as appropriate, to assist in complaint resolution.

ii. If the matter is not resolved at the initial level, the complainant must notify the Program Director (in writing or otherwise):

1. This notification should detail the substance of the grievance and the nature of the remedy sought, as applicable.

2. Discussion is held with the complainant and relevant parties.

3. This level of complaint resolution is usually informal,

but either party may request written statements and agreements.

4. Complaint resolution at this level should not exceed one week.

iii. If the matter is not resolved, the Executive Director or his/her designee will provide a response for the complaint within one week wherever possible. The Executive Director also communicates with any other parties involved or deemed relevant.

C. Complaints may be made in writing to the Board Of Directors.