Frequently Asked Questions
As a client, you have the right to:
- Be treated with dignity and respect.
- Receive services in the least restrictive setting, subject to available sources and approval.
- Ask for an oral interpreter and have an interpreter provided during any covered service.
- Get treatment information in a way you can understand and take part in treatment decisions about your health, including the right to refuse treatment, except as provided by law.
- Get details about treatment options, such as the right to ask for a second opinion.
- Be free from any form of restraint or seclusion used as means of force, control, convenience or retaliation.
- Ask, review, and request for amendment of your medical records.
- Receive information about the organization, its services, its practitioners, its providers, and member rights and responsibilities.
- Voice complaints or appeals about the organization or the care it provides.
- Make recommendations regarding the organization’s member rights and responsibilities policy.
- Have a medical professional explain the benefits, risks and side effects of any medication prescribed.
- Medicaid clients may have additional rights and responsibilities – please see your Member Handbook.
As a client, you have the responsibility to:
- Be involved in writing your care plan.
- Tell your treatment team if you do not understand or do not agree with the plan.
- Give your treatment team all the information they need so that all of you can make the best decisions about your care.
- Arrive on time to appointments.
- Call ahead of time if you cannot make your appointments and schedule a new appointment.
- Treat the staff and other clients with the same respect and courtesy you expect.
- Understand your health problems and participate in developing mutually agreed-upon treatment goals, to the degree possible.
Mayfield Counseling Centers (MCC) recognizes there will be times when clients would like to submit a grievance or complaint to be evaluated and addressed. MCC will investigate grievances transparently and formally process them as appropriate.
PURPOSE
To provide a structure and process whereby clients can file grievances and have them officially considered, evaluated, and addressed without fear of retribution. A “grievance” means any expression of dissatisfaction about any matter related to services provided. PROCEDURE
A client may submit a grievance (written or verbal) to any member of the MCC staff. It shall be the responsibility of that staff member to activate the grievance process as described below.
To provide a structure and process whereby clients can file grievances and have them officially considered, evaluated, and addressed without fear of retribution. A “grievance” means any expression of dissatisfaction about any matter related to services provided. PROCEDURE
A client may submit a grievance (written or verbal) to any member of the MCC staff. It shall be the responsibility of that staff member to activate the grievance process as described below.
- The grievance shall be referred for investigation to the MCC Executive Director, Karla Yates by email karla@mayfieldcounseling.com or by telephone at 719-452-4803.
- If the client and the Executive Director feel a satisfactory resolution has been achieved, then the grievance procedure will stop
- If the client and the Executive Director feel a satisfactory resolution has not been achieved, then the grievance will be referred to the Client Rights Committee.
- If the client and the Client Rights Committee feel a satisfactory resolution has been achieved, then the grievance procedure will stop.
- If the client and the Client Rights Committee feel a satisfactory resolution has not been achieved, then notification to the Colorado Department of Human Services will occur, Behavioral Health Administration, 3824 W. Princeton Cir, Denver, CO 80236, Phone: 303-866-7400.
- You may also file a complaint with the Colorado Department of Regulatory Agencies (DORA), Division of Professions and Occupations, Mental Health Section by sending a letter to 1560 Broadway Suite 1350, Denver, CO 80202, calling 303-894-2291, or through their website at https://apps2.colorado.gov/dora/licensing/activities/complaint.aspx. Note that DORA may direct you to file your complaint with HHS, listed above.
- We will not retaliate against you for filing a complaint.