Alcona Health Center’s Mission Statement

To provide patient-centered, quality healthcare services regardless of the ability to pay.

Non-Discrimination Statement

Alcona Citizens for Health, Inc. does not discriminate based on race, color, national origin, age, religion, disability status, gender, social or ethnic origin, sex (including pregnancy, sexual orientation, and transgender status), genetic information, or marital status. This policy applies to staff, volunteers, patients/clients, guests, and Board Members. Additionally, we offer assistance to individuals with limited English proficiency.

Patient Rights

As a patient, you have the right to:

  • Access affordable healthcare and information about our operations.
  • Receive considerate and respectful care from all Alcona Citizens for Health, Inc. staff.
  • Experience care that honors your social, religious, and cultural values.
  • Discuss your healthcare in a way you clearly understand. When needed, we provide translation services, read forms aloud, or share information with a person of your choice.
  • Receive high-quality care from competent, well-trained clinicians.
  • Get help coordinating your healthcare.
  • Receive timely responses to your treatment requests.
  • Expect confidential treatment of your health information.
  • Learn about Advance Directives and have them honored appropriately.
  • Designate a guardian, next of kin, or legally authorized person to exercise your rights if you cannot do so.
  • Access full information about your health condition.
  • Request and receive your compiled medical records.
  • Participate in decisions about your treatment.
  • Accept or refuse treatment and understand the potential consequences.
  • Know the education and training of your healthcare providers and staff, as well as our accreditation status and quality measures.
  • Contact our Board of Directors, who represent the communities we serve.
  • Learn which health plans we participate in.
  • Receive written consent requests before we perform diagnostic procedures.
  • Be informed of any research that may affect your care.
  • Receive appropriate, clinically approved methods to promote comfort when available and necessary.
  • Provide written consent for outpatient behavioral health counseling, if applicable.
  • Use a fair and efficient process to resolve concerns and learn about your health plan’s grievance procedures.

Patient Responsibilities

As a patient, you are responsible for:

  • Informing us if English isn’t your primary language or if you have difficulty reading or hearing. We’ll ensure you understand your medical information.
  • Keeping your scheduled appointments or calling to cancel if needed. Repeated no-shows may result in dismissal from the practice.
  • Actively participating in your care by working with your provider to create a treatment plan and set wellness goals.
  • Following through on your care plan and communicating any concerns or questions.
  • Sharing relevant health information and clearly expressing your needs.
  • Informing us about care received from other providers and any changes to your medications or test results.
  • Listing all medications you take, including over-the-counter items.
  • Providing accurate financial and contact information—and updating us if anything changes.
  • Asking questions when you don’t understand written or verbal information.
  • Using our internal complaint and appeal process to address concerns.
  • Wearing a mask when requested and notifying us if you or your child may have a contagious illness.
  • Following administrative procedures required by your health plan or government programs.
  • Reporting wrongdoing or fraud to the appropriate authorities.
  • Showing respect for fellow patients and healthcare workers.
  • Avoiding threatening or violent behavior. We report such incidents to law enforcement and may dismiss patients from care if safety is compromised.
  • Refraining from bringing weapons onto clinic property. We report violations to law enforcement to protect patients, visitors, and staff.

Substance Use Disorder Specific Recipient Rights

Alcona Citizens for Health, Inc. follows the Administrative Rules for Substance Abuse Service Programs in Michigan (R 325.14302) and maintains a clear Recipient Rights policy for patients receiving substance use treatment services. Our governing authority reviews and adopts these policies annually to ensure fairness and compliance.

As a recipient of substance use disorder services, you have the right to:

  • Receive appropriate services without discrimination based on race, color, national origin, religion, sex, age, disability, marital status, sexual orientation, or political beliefs.
  • Retain all rights, privileges, and benefits guaranteed by state and federal law, even after admission to our program.
  • Share grievances or suggest changes to program policies and services without fear of retaliation.
  • Review, copy, or request a summary of your program records—unless a treating provider determines that disclosure would cause substantial harm to you or others. In such cases, we will explain the reason and provide access to non-detrimental portions of your record.
  • Expect protection from physical, mental, or sexual abuse or neglect by program staff.
  • Review our written fee schedule and receive notice of any changes at least two weeks in advance.
  • Request a clear explanation of your bill, regardless of your payment source.
  • Decline participation in any experimental or research procedures without affecting your access to services.
  • Collaborate with your counselor to develop and sign your treatment plan, including any major revisions.
  • Refuse treatment and receive information about the consequences of that decision. If refusal prevents us from providing ethical care, your care team may end the treatment relationship and document the reason in your discharge summary.
  • Review and sign a consent form upon admission that outlines program rules and potential infractions.
  • Understand the benefits, risks, and side effects of any prescribed medications in language you can comprehend.
  • Provide informed consent for the use of audiovisual tools or special observation methods.
  • Authorize fingerprinting only with written consent. We store fingerprints separately and destroy them when no longer needed.
  • Trust that all program staff understand and follow our Recipient Rights policies. Each staff member signs a form confirming this and keeps a copy for reference.
  • Rely on a designated Rights Advisor who investigates complaints independently and communicates directly with the Coordinating Agency Rights Consultant.
  • View our public poster listing the Rights Advisor’s contact information and the regional consultant’s details.
  • Receive a brochure summarizing your rights during intake. Your care manager or counselor will explain each right and ask you to sign the Substance Use Program Consent. If you decline, we will document your reason.
  • Review your rights within 72 hours of admission if you are incapacitated at intake.
  • Expect the Rights Advisor to follow the January 1982 Recipient Rights Manual when handling formal complaints.

Download Patient Rights and Responsibilities Handout Click Here

Patient Complaints and Grievance Policy

Revised: 7/8/25

AHC encourages patients and families to voice complaints or grievances about care and services. These concerns are addressed in a timely manner and are handled in a way that does not compromise a patient’s right to receive respectful and supportive care.

It is the policy of Alcona Citizens for Health, Inc. that it does not discriminate on basis of race, color, national origin, age, disability, religion, sex (including pregnancy and sexual orientation), income, marital status, citizenship, genetic information, or creed. This policy applies to staff, volunteers, patients/clients, guests, and Board Members. Any person who believes he or she has been subjected to discrimination based on race, color, national origin, age, disability, religion, sex (including pregnancy and sexual orientation), income, marital status, citizenship, genetic information, or creed, may file a grievance under this procedure.

All employees whose responsibilities are affected by this policy are expected to be familiar with the basic procedures and responsibilities created by this policy. Failure to comply with this policy will be subject to appropriate disciplinary action up to and including termination. Such action may also include modification of compensation, including any merit or discretionary compensation awards as allowed by applicable law.

Definitions:
Complaint – means an oral or written expression of displeasure or dissatisfaction with service or treatment received that can be immediately resolved by staff present.
Grievance – means a formal or informal written or verbal grievance that is made by patient or the patient’s representative when a patient issue cannot be resolved promptly by staff present.
Patient Representative – The patient’s representative is someone who, in accordance with state law, may speak for the patient. This would include, but is not limited to: Legal guardian, Medical Durable Power of Attorney for Healthcare, family members (spouse, adult child, parent, adult sibling, and grandparent). The representative may also be someone whom the patient has indicated may speak for them. If the patient is unable to communicate this information, it will be assumed that anyone coming forward with a complaint is acting on behalf of the patient and will be considered a patient representative.

If you wish to leave Patient Feedback, whether positive or negative, you can report here: https://bit.ly/AHCForm