Client Rights & Responsibilities

This document explains your rights and responsibilities as a client of Thriveworks. These rights are protected by state and federal law, including laws applicable to Medicaid beneficiaries.

Dignity, Respect, and Non-discrimination

You have the right to be treated with consideration, dignity, and respect at all times., You will not be discriminated against based on race, ethnicity, national origin, religion, gender, sexual orientation, gender identity, disability, age, or source of payment (including Medicaid status). You have the right to:

– Receive services free from abuse, neglect, exploitation, coercion, or unlawful restraint or seclusion.
– Express complaints or grievances without fear of retaliation, punishment, or interruption of services.
– Receive services that are culturally competent and respectful of your personal values, beliefs, and services.

Privacy and Confidentiality

Your health and mental health records are protected by federal and state privacy laws, including the Health Insurance Portability and Accountability Act (HIPAA).

You have the right to:

– Expect that your personal health Information will be kept confidential, except where disclosure is legally required or necessary for payment, treatment, or healthcare operations.
– Inspect, review, and request a copy of your health records.
– Request corrections or amendments to your record, consistent with applicable law.

Participation in Treatment

You have the right to:

– Receive understandable information about your diagnosis, treatment plan, the purpose of any medication, potential risks, and alternative treatment options.
– Consent to or refuse any recommended treatment, service, or medication.
– Be informed of the potential risks and consequences of refusing treatment.
– Actively participate in the development, review, and revision of your individualized treatment plan. This plan must include your personal goals and preferences.
– Expect reasonable continuity of care, including coordination of services between different providers within Thriveworks or external systems.

Information and Choice

You have the right to:

– Receive comprehensive information about the services available through Thriveworks, the qualifications of the staff providing your care, and any limits or restrictions on those services.
– Choose your Thriveworks provider, subject to availability and insurance coverage.
– Be informed of the cost of your services and any fees that may not be covered by your insurance or Medicaid plan.

Grievances and Appeal

You have the right to file a complaint or grievance regarding your services, treatment, or any Thriveworks staff member without fear of retaliation, service disruption, or negative consequences. You have the right to utilize the formal Thriveworks Grievance Procedure. This process involves:

– Submitting a complaint verbally or in writing to Thriveworks’ Support.;
– Acknowledgement of the complaint within seven (7) business days of receipt;
– A final written resolution to your grievance within forty-five (45) calendar days.

If you are dissatisfied with the resolution by Thriveworks, you have the right to pursue further appeal options through your insurance company, Medicaid managed care organization (MCO), and/or the State Medicaid Agency. You will be provided with contact information for these external resources upon request.

Accessibility and Communication

You have the right to effective communication. Thriveworks provides free aids and services for people with disabilities, including qualified sign language interpreters, and free language assistance services for clients whose primary language is not English. To request these services, contact support@thriveworks.com or call 855-604-9376.

Interpreter Services

You have a right to language interpreter services, including American Sign Language if needed and requested.

Advanced Directives

You are entitled to have any advanced directives, for example, a power of attorney, to be used for medical care purposes. Please supply any of these documents prior to the beginning of your first session.

Client Responsibilities

As a client of Thriveworks, you are responsible for:
(1) Providing Accurate Information: Share complete and truthful information about your health history, symptoms, medications, and insurance coverage.
(2) Understanding Your Care: Ask questions whenever you do not understand the treatment plan, procedures, instructions, or recommendations.
(3) Following the Treatment Plan: Make every effort to follow the mutually agreed-upon treatment plan and inform your clinician if you are unable to do so.
(4) Respectful Conduct: Treat all Thriveworks staff and other clients with courtesy and respect. Disruptive, harassing, or threatening behavior will not be tolerated.
(5) Keeping Information Current: Notify Thriveworks promptly of any changes to your contact information, insurance, or Medicaid coverage change.

Contact Information for Complaints

You may submit complaints or grievances by:

Phone: 855-604-9376
Email: support@thriveworks.com