Client rights & grievances

Your rights in treatment

While you are receiving services with us, you have the right:

• To be treated with dignity and respect, and to be free from discrimination, abuse, and neglect.
• To receive services in a safe, humane environment.
• To be told about your diagnosis, your treatment options, and the outcomes you can expect, explained in language you understand.
• To take part in developing and reviewing your own treatment plan.
• To give informed consent, and to refuse services or a specific treatment, and to be told the likely results of refusing.
• To have your privacy protected and your records kept confidential.
• To be free from seclusion or restraint used for coercion, discipline, convenience, or retaliation.
• To receive a written copy of these rights.
• To have a support person of your choosing with you.
• To receive services regardless of your ability to pay, within the guidelines of the program.

Your privacy

Your confidentiality is protected by the federal HIPAA privacy rules and, importantly, by the federal law governing the confidentiality of substance use disorder treatment records (42 CFR Part 2). Part 2 gives substance use treatment records an added layer of protection: in most cases, they cannot be shared with anyone without your written consent. To learn more, please see our Notice of Privacy Practices and our Privacy Policy.

How to raise a concern or file a grievance

If you are unhappy with any part of your care, you have the right to say so. We take concerns seriously, and raising one will never count against you. Here is how the process works:

1. Talk with us first, if you're comfortable. Speak with your counselor or another staff member. Many concerns are resolved quickly and informally once we know about them.
2. Submit a formal grievance. If the concern isn't resolved, you can file a grievance with the Program Director in writing, by phone, or in person. Reach us by phone at (541) 234-3081, by email at info@reececounseling.com, or in person at 1243 SW Highland Ave, Suite C, Redmond, OR 97756. We will acknowledge your grievance and respond within a reasonable time. You may ask someone to help you file or speak on your behalf, and filing a grievance will never affect your care or be held against you in any way, we do not tolerate retaliation.
3. Contact an outside authority at any time. You do not have to go through us first, and you can reach out to an external agency at any point in the process. See the options below.

Note for our team: this program should designate a specific person as Program Director and list that name and direct contact information here.

External help & escalation

If you would like help from outside our organization, or if you believe your rights have been violated, you can contact:

• The Oregon Health Authority (OHA), Health Systems Division. This state agency oversees certified substance use disorder and behavioral health programs. You can also use OHA's complaint process to report a possible rights violation.
• Your Coordinated Care Organization (CCO). If you have the Oregon Health Plan (OHP), your CCO can help with concerns about your care. For many OHP members in Central Oregon this is PacificSource Community Solutions, but you should confirm which CCO you are enrolled in.
• Us, for current agency contact details. Contact information for these agencies can change. Please contact us and we will provide the current contact information for these agencies. You can also start at oregon.gov/oha.

In an emergency, call 911. If you are in crisis or need to talk with someone right away, you can call or text 988, the Suicide & Crisis Lifeline, any time of day or night.