A HEALING & RECOVERY CENTER OF ARIZONA, LLC client has the following CLIENT RIGHTS:

1. HRCA is an "Outpatient Clinic" subclass of behavioral health agency in Arizona.
2. An Outpatient Clinic is defined as a facility where only outpatient counseling/therapy for ambulatory clients sufficiently stable for outpatient counseling/therapy is undertaken. No residential or inpatient treatment is offered, and no medications are prescribed or dispensed by HRCA.
3. The HRCA program provides Structured Outpatient Substance Abuse and Mental Health treatments services to English speaking adults, (from age 18 - 75). When appropriate collaborative/family counseling will be conducted in relationship to prescribe treatment.
4. Criteria for admission and re-admission to substance abuse programming are in accordance with American Society for Addiction Medicine (ASAM) criteria for outpatient Level Il treatment. Admission for mental health treatment services are in accordance with admissions and re-admission assessments and re-assessments; along with methods of best practice for working with the mental health population.
5. Programs goals for HRCA are as follows:
6. Achieve mental health stability/sobriety/family understanding.
7. Build and maintain internal commitment to a healthy and balanced lifestyle.
8. Educate, stabilize, and address the family dynamics to establish and maintain long-term mental health stability and/or substance abuse sobriety
9. To date the HRCA has not had a waiting list. In the instance in which a waiting list might become necessary clients would be placed on a waiting list for treatment services when the client and or referral agency requests it, or due to other certain conditions in which the client completes the intake but has medical or legal issues that prohibit the start of program. All new clients will have an intake assessment scheduled within 1 week of HRCA receipt of their referral.
10. Waiting lists will be utilized on a temporary basis of no more than 2 weeks. If the HRCA is unable to provide services to the referred client within 2 weeks; the client will be referred to another agency for treatment services.
11. Criteria for referral to another agency is as follows: determination by the Clinical Administrative Director or his/her designee that treatment at HRCA may not be effective as elsewhere, further determination by the administrator of his/her designee that another placement exists that is in the client and family's best interest, contact with the referral source, confirmation of availability at any identified placement site, agreement, if possible, with the client with this referral, communication of the referral to the client along with documentation whether or not the client accepted the referral.
12. Criteria for discharge from substance abuse programming are in accordance with American Society for Addiction Medicine (ASAM) criteria for outpatient Level treatment. Discharge from health treatment services are in accordance with methods of best practice for working with the mental health population.
13. Criteria for transferring to another agency are as follows: determination by the Clinical Administrative Director or his/her designee that treatment at HRCA may not be effective as elsewhere, further determination by the administrator of his/her designee that another placement exists that is in the client and family's best interest, contact with the referral source, confirmation of availability at any identified placement site, agreement, if possible, with the client with this referral, communication of the referral to the client along with documentation whether or not the client accepted the referral.
14. Criteria for declining provide services: clients shall be denied services when they are judged by the Clinical Administrative Director or his/her designee to be a threat to themselves or others or documentation exist that the referral source is not a reliable payer, and that the likelihood exist that treatment will not be paid properly and the HRCA organization would to be financially compromised.
15. Information regarding minimum requirements for knowledge,skills and training for HRCA staff are as follows: Therapist will be licensed or certified by the Arizona Board of Behavioral Health as a Licensed Independent Substance Abuse Counselor (LISAC), Certified Professional Counselor (CPC, Licensed Psychologist, or Certified Masters Social Worker, or a high school diploma or GED and have at least four years' experience in a behavioral health related field in which two of these are in a substance abuse or mental health related capacity/ Any formal education obtained from a certified institution is verified by reference check. The Clinical Administrative Director will have a minimum of 5 years' experience in managing a mental health and or behavioral health treatment programming. HRCA staff will demonstrate competency in the way in which they provide treatment (mental and behavioral health) services and shall pass a 90-day probationary period in any position to which they are assigned. Demonstrate skills include individual, group, marital/family/collaborative, chemical addiction, case management and proficiency in clinical documentation and record keeping.
16. lt is the policy of HRCA to refund money owed to a client due to pre-payment for services not yet rendered. Clients not continuing services at HRCA due to one of the following factors: client is involuntarily discharged; client is voluntarily discharged or client is transferred to another program refunds are processed and distributed within 10 days of a request for refund being made. Refunds are issued in the form of a check and made payable to the client. Any charges incurred by the client will be clearly delineated on the treatment contract signed by the client on admission to HRCA.
17. HRCA does not offer services to Spanish speaking clients. HRCA hopes to, at some time in the future, secure sufficient funds with which to hire qualified Spanish speaking therapist/counselor to make this option available.
18. The HRCA offices are wheelchair accessible. We are, however, unable now to provide services for individuals with sensory impairments (i.e., sight or hearing). We hope to one day have the resources to provide services to this population.
19. HRCA does not provide partial care residential care, residential care or inpatient treatment services.
20. A client or his/her formally designated agent/representative will receive written notice at least 30 days before HRCA changes a fee the client is required to pay.

An HRCA client has the following CLIENT RIGHTS:

1. To be treated with dignity, respect, and consideration
2. Not to be discriminated against based on race, national origin, religion, gender, sexual orientation, age, disability, marital status, diagnosis, or source of payment
3. To receive treatment that a) Supports and respects the client's individuality, choices, strengths, and abilities; b) Supports the client's personal liberty and only restricts the client's personal liberty per court order; or as permitted by A-A-C. Title 9, Chapter 20; c) Is provided in the least restrictive environment that meets the client's treatment needs.
4. Not be prevented or impeded from exercising the client's civil rights unless the client has been adjudicated incompetent or a court of competent jurisdiction has found that the client is unable to exercise a specific right or category of rights.
5. To submit grievances to agency staff members and complaints to outside entities and other individuals without constraint or retaliation
6. To have grievances to agency staff members and complaints to outside entities and other individuals with constraint or retaliation
7. To seek, speak to, and be assisted by legal counsel of the client's choice, at the client's expense
8. To receive assistance from a family member, designated representative, or other individual in understanding, protecting, or exercising the client's rights
9. If enrolled as an individual who is seriously mentally ill, to receive assistance from human rights advocates in understanding, protecting, or exercising the client's civil rights
10. To have the client's information and records kept confidential and released only as permitted by law
11. To privacy in treatment, including the right not to be fingerprinted, photographed, or recorded without consent, except: a) For photographing for identification and administrative purposes, as provided for by law; b) For a client receiving treatment according to A.R.S. Title 36, Chapter 37, or c) For video recordings used for security purposes that are maintained only on a Temporary basis
12. To review, upon written request, the client's own records during the agency's hours of operation or at a time agreed upon by the clinical administrative director, except as described by law
13. To review the following at the agency or at the Department of Health Services: a) A.AC. Title 9 Chapter 20; b) The report of the most recent inspection of the premises conducted by the Department; c) A plan of correction in effect as required by the Department; d) The most recent report of any inspection conducted by any nationally recognized accreditation-agency, e) A plan of correction in effect as required by any nationally recognized accreditation agency-
14. To be informed of all fees that the client is required to pay and of the agency's refund policies and procedures before receiving a behavioral health service, except for a behavioral health service provided to a client experiencing a crisis situation
15. To consent to treatment, unless treatment is ordered by a court of competent jurisdiction, after receiving a verbal explanation of the client's condition and the proposed treatment, including the intended outcome, the nature of the proposed treatment, any procedures involved in the proposed treatment, any risks or side effects from the proposed treatment, and any alternatives to the proposed treatment
16. To be offered or referred for treatment specified in the client treatment plan
17. To receive a referral to another agency if the agency is unable to provide the behavioral/mental health services the client request or that is indicated in the client's treatment plan
18. To refuse treatment or withdraw consent to treatment unless such treatment is ordered by a court or is necessary to save the client's life or physical health
19. To be free from: a) abuse; b) neglect; c) exploitation; d) coercion; e) manipulation; f) retaliation for submitting a complaint to the Department or another entity; g) discharge or transfer, or threat of discharge or transfer, for reasons unrelated to the client's treatment needs, except as established in a fee agreement signed by the client or the client's parent, guardian, custodian, or agent; h) Treatment that involves the denial of (l) food, (Il) the opportunity to sleep, or (iii) the opportunity to use the toilet, and I) restraint or seclusion, of any form, used as a means of coercion, discipline, convenience or retaliation
20. To participate or, if applicable, to have the client's parent, guardian, custodian or agent participate in treatment decisions and in the development and periodic review and revision of the client's written treatment plan.
21. To control the client's own finances except as provided by law
22. To participate or refuse to participate in religious activities
23. To refuse to perform labor for an agency, except for housekeeping activities and activities to maintain health and personal hygiene
24. To be compensated according to state and federal law for that primarily benefits the agency and that is not part of the client's treatment plan
25. To participate or refuse to participate in research, or experimental treatment
26. To consent in writing, refuse to consent, or withdraw written consent to participate in research or treatment that is not a professionally recognized treatment
27. To refuse to acknowledge gratitude to the agency through written-statements, or other media, or speaking engagements at public gatherings
28. To receive behavioral health services in a smoke-free facility
29. To receive a written notice within 30 days of any change in any fee the client is required to pay.

PROGRAM and FEE AGREEMENT

HRCA is committed to helping facilitate change in individual and families so that they can attain and maintain a mentally/emotionally and drug-free lifestyle. Towards this objective, we ask our participants to make a commitment to the treatment process by agreeing to the following:

1. Abstain from all drug use, including alcohol, while in the program (except those prescribed by a physician for mental/physical health reasons).
2. Come to all scheduled meetings. One unexcused absence will result in a written warning. Two unexcused absences can result in dismissal from the program.
3. "What is heard in group; stays in group." All information discussed in group is confidential.
4. Urine drug and alcohol testing is random. HRCA may ask you to provide a urine sample on site and it will be sent to Norchem Laboratories, an outside provider service that we have a contract with, for analysis. The fee for this service is $ 25.00 and will be included in your monthly billing statement When called for a sample, you will need to provide a sample that day. Failure to do so is interpreted as a test positive and will be addressed accordingly.
5. You will be assigned to a specific level of care by your therapist. The cost for treatment will be determined by the "Billing dept." As a participant of the HRCA program, you are responsible to pay for services when they are rendered. You will start the program once you have signed the "HRCA Inform Consent Agreement" with your therapist.
6. Your Co-Payment amount for your "aftercare" sessions will be $25.00 per visit. Insurance does not pay for "aftercare.”
7. Your program will consist of a combination of individual and group sessions specific to your level of care, family/couples/collaborative sessions, and aftercare.
8. Your therapist will make referral recommendations to Self Help groups (eg: AA, NA, CA, CODA, Alanon & SA) and or any community organized workshop and activities that will be beneficial in your treatment.
9. There is a "no-show” fee of $ 80.00 for a client that does not appear for a scheduled individual session or who does not cancel at least 24 hours in advance of the scheduled appointment There is no fee for missed group sessions.

CLIENT REFUNDS POLICY AND PROCEDURE

It is the policy of HRCA to refund money owed to a client due to prepayment for services not yet rendered.

1. Any charges incurred by the client will be clearly delineated on the treatment contract signed by the client.
2. The client can request a Summary of Charges statement from the office/business manager and receive this statement in the office in one business day or via US Postal Service within 10 business days.
3. Any discrepancy on a Client Statement/Summary of Charges can be disputed by the client and/or his agent or representative and a request made in writing for a clinical and administrative review and given to an HRCA counselor or the office/business manager or the clinical administrative director.
4. The clinical administrative director has the responsibility to conduct and complete a clinical and administrative review to determine any fees to be refunded a client within 10 business days of the date of receipt of a client's written request.
5. Any fees due the client will be issued by check within 30 days from the date of outcome of the clinical and administrative review.
6. A client or his/her formally designated agent/representative will receive written notice at least 30 days before HRCA changes a fee the client is required to pay.

GRIEVANCE POLICY AND PROCEDURE

A grievance may be submitted by a client and/or his/her agent/representative orally or in writing to the HEALING & RECOVERY CENTER OF ARIZONA, LLC. HRCA Administration will review the grievance within two business days of receipt and arrange a meeting with the client to review and respond to the grievance. Accurate documentation of the grievance proceeding will be maintained by the HRCA administration.A grievance may be submitted by a client and/or representative orally or in writing to the Department of Health Services. The client is under no obligation to inform the HEALING & RECOVERY CENTER OF ARIZONA, LLC of his/her intentions to file a complaint. The grievance may be submitted directly to:

1. Arizona State Health Department, 150 N. 1 8th Avenue, 4th Floor, Phoenix, Arizona 85007, 602-5421025
2. Arizona Dept. of Child Safety, PO Box 6030, CHOIO-23A, Phoenix, Arizona 85005-6030 1-602255-2500 or 1-888-767-2445 Secondary Phone: (1-888-SOS-CHILD) TDD 1-800-530-1831.
3. Division of Behavioral Health Services, 150 N. 18th Avenue, 2nd Floor, Phoenix, AZ 85007, (602) 3644558, (602) 3644570 Fax Ton-Free: 1-800-867-5808
4. DES Adult Protective Services, 4520 N. Central, suite 410, Phoenix, Arizona 85012, 877-767-2385 or
5. Office of Human Rights Advocates, 150 N. 18th Avenue, #210, Phoenix, Arizona 85007, 602-3644585.

HRCA is prohibited from discharging or discriminating in any way against any client by whom, or on whose behalf, a complaint has been submitted to the Office of Behavioral Health Licensure Department (OBHL), or who has participated in a complaint investigation process.