Client Rights and Responsibilities

Your Rights

Respect and Dignity

• To be treated with courtesy, dignity and respect at all times
• To receive services in an environment free from harassment, humiliation, intimidation or retaliation

Equal Access

• To receive services without discrimination, as described in our Nondiscrimination Notice
• To ask for reasonable accommodations for disabilities and communication needs

Privacy and Confidentiality

• To have your personal and health information protected and kept confidential
• To receive services in a way that protects your privacy, including private conversations and a discreet check-in process

Informed Participation

• To receive information about the services offered, the goals of care and what to expect
• To ask questions and get answers you can understand
• To take part in planning your services and setting your goals

Choice

• To ask for a different provider or staff member when feasible
• To be told about alternatives, referrals and community resources

Safety

• To receive services in a safe environment with appropriate emergency procedures
• To be protected from abuse, neglect, exploitation and inappropriate restraint or seclusion

Complaints and Grievances

• To voice concerns, make a complaint or file a grievance without retaliation
• To be told how complaints are handled and how long a response will take

Access to Your Records

• To see your records as the law allows and to ask for corrections, as described in our Notice of Privacy Practices

Your Right to Refuse or Stop Services

You may refuse to take part in services, refuse a specific approach or stop services at any time. If you do, we will:

• Explain the service in plain language, including its purpose and possible benefits and risks
• Check whether there is an immediate safety concern and respond appropriately if there is
• Offer other approaches, schedule changes or referrals when appropriate
• Give you discharge information and resources if you decide to stop services

Refusing services will never result in punishment, intimidation, discrimination or loss of other services you remain eligible for, unless the refusal makes a service unsafe or not feasible.

Your Responsibilities

To help your services work well, we ask that you:

• Give accurate and complete information that relates to your services
• Take part in planning your services and setting goals as best you can
• Treat staff and other clients with respect
• Follow facility safety rules and respect property
• Let us know about schedule changes, cancellations and access needs
• Keep your contact information and emergency contacts up to date

How You Receive These Rights

We give you a copy of these rights at intake and at any time you ask. Staff explain them in a way that fits your communication needs, and we ask you to sign that you received them. These rights are also posted at our office.

Concerns, Complaints and Grievances

We want to hear your concerns. You can raise one in person with any staff member, by phone, by email or on a written complaint form. Family members, guardians and community partners may also share concerns.

What Happens Next

• Acknowledgment: We acknowledge written complaints and grievances within 2 business days, or sooner when urgent.
• Review: Concerns involving rights, safety, discrimination, abuse or neglect, privacy, or repeated unresolved problems are handled as formal grievances. We begin reviewing a grievance within 5 business days, or sooner when safety is involved.
• Resolution: We aim to resolve grievances within 10 to 30 calendar days, depending on complexity. If we need more time, we will tell you why and when to expect a response.
• Outcome: We explain what we found, what we did about it and how to take the concern further if you are not satisfied.

Help With a Complaint

Our Client Care Advocate can explain your rights, help you write or submit a complaint, and keep you updated on its progress.

Outside Agencies

When the law requires it, we report concerns such as abuse, neglect or exploitation, serious injury and certain privacy breaches to the appropriate authorities. You may also contact the Colorado Behavioral Health Administration, which licenses our services.

No Retaliation

We never retaliate against anyone who makes a complaint, takes part in an investigation, reports a concern or asks for an accommodation. Retaliation includes denying services, unfair scheduling, delays, harassment or any negative treatment.