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.

If you have any questions about your rights and responsibilities, please contact MCC’s Executive Director, Karla Yates. If you are enrolled in Medicaid, you may also call a care coordinator at your assigned Regional Accountable Entity (RAE). If you do not know who your RAE is with you can call and ask Colorado Health First at (844) 235-2387.

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.

• 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.