Seasoned Survivors Clubhouse Policies

I.  Statement of Confidentiality

Confidentiality of all identifying information regarding clients and their friends/family members scheduled by AOC is to be strictly maintained by all staff and volunteers. Confidential information may only be shared when an express written release of information signed by the client is in place. Confidential information is to be shared for professional reasons only and in accordance with Texas Health and Safety Code, Title 2, Subtitle D, Chapter 85, subchapter A, section 85.115 HIPPA (Health Insurance Privacy & Portability Act) regulations and applicable Federal and State Laws. Confidential information used inappropriately or carelessly by a staff or volunteer will result in disciplinary action up to and including termination.

Under Texas law, if any staff member has cause to believe that a child has been or may be abused or neglected (by any person) the staff member is required to report such suspicions to the police and Child Protective Services for investigation. This requirement to report applies without exception to an individual whose communications may otherwise be privileged including an attorney, social worker or mental health professional. This means there is no attorney-client privilege of confidentiality or therapist/client privilege with regards to child abuse. If for any reason case records are ordered by a court of law, the staff of AOC is obligated to provide the information requested. However, every attempt is made to inform the client of such action and what records were covered by the court order. It is our policy to inform all AOC clients of these limited exceptions to confidentiality.

 

II.   Client Bill of Rights

Each person receiving care funded by the Department of State Health Services (DSHS) has the right to:

  1. Not be physically or mentally abused or exploited.

  2. Be treated with respect, consideration and recognition of his or her dignity and individuality. The client must also render the same to the provider to receive provider to receive personal care and treatment in safe, clean surroundings.

  3. Appropriate care regardless of his/her race, religious practice, color, national origin, sex, age, handicap, martial status, or sexual orientation.

  4. Communication in a culturally sensitive manner to address the client’s needed for the purpose of getting any type of treatment, care or services.

  5. Receive service, care and treatment regardless of any disabilities.

  6. Present grievances to the executive director, agencies, or other person without denial of services. The grievance policy/procedure, as set by the administrative agency must be presented and explained to the client by any service provider. In the event that this procedure cannot be followed because of direct conflict with the administrative agency or subcontractor, the grievance will be submitted to the administrative agency.

  7. Have local, confidential records, which cannot be released without his/her written permission. A client may inspect his/her personal records that are maintained by the agency providing services.

  8. Have freedom of choices when choosing a provider of comprehensive outpatient health and psychosocial support services.

  9. Be given the opportunity to actively participate in planning of his/her service plan or medical treatment.

  10. Refuse treatment

  11. Participate in an annual need assessment survey.

 

III.   Grievance Policy

When a client/volunteer voices a complaint, he/she must first attempt to resolve the differences directly with the staff member in question unless the client/volunteer is concerned about retaliation action.

If unresolved, the client/volunteer may then meet the staff member’s supervisor or the Associate Executive Director to review the complaint. If still unresolved then client must submit a formal written complaint or use the Client Grievance Form (see below) and request a meeting with the Client Grievance Committee.

The Client Grievance Committee consists of at least three, but no more than four staff members, one of which should be an Associate Executive Director and/or Executive Director. The Client Grievance Committee meets to review and discuss the grievance within ten (10) business days of receipt of the complaint. At that time the committee may determine what actions are necessary, including conducting interviews and reviewing records.  The committee must make decisions within five (5) days of reviewing the grievance and review that decision with the Executive Director or his/her delegate before notifying the individual(s) involved in writing. The Executive Director maintains the right to final decision-making authority.

Upon resolution of the grievance, the grievance and resulting action are summarized in written form. This summary and the written notification of the decision are held on file for review by the agency, the Board of Directors and funders. The Administrative Agency must be notified of all formal client grievances for Ryan White clients. 

For Ryan White funded services, if the client is not satisfied with the response from Seasoned Survivors (AOC’s) internal grievance procedure, the client will be given the information for the point of contact with the Administrative Agency.

Lisa Muttiah, Quality Management Advisor

Tarrant County

2300 Circle Drive, Suite 2306

Fort Worth, Texas 76119

(817) 370-4527

 

IV.   Right to Refuse Service

 Seasoned Survivors (AOC) reserves the right to refuse services to anyone who is:

  1. Being verbally abusive to anyone;

  2. Threatening physical abuse to anyone;

  3. In possession of illegal substances, drug paraphernalia, or weapons on agency property; and/or

  4. Otherwise acting in an unacceptable manner

 Until in the judgment of the agency, the individual ceases such behavior.