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 on basis of 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. Alcona Citizens for Health, Inc. provides assistance for those with limited English proficiency.

Patient Rights

Each patient has a right to:

  • Affordable health care and information about our operations.
  • Considerate and respectful care from all Alcona Citizens for Health, Inc. staff.
  • Care that is respectful of social, religious and cultural values.
  • Discussions about healthcare in a manner that is clearly understood by the patient. This may require translation services, reading forms and instructions when reading is challenging, and providing information to another person of the patient’s choice.
  • Competent, well-trained clinicians provide high-quality health care.
  • Assistance with coordinating their health care.
  • A reasonable response to requests for treatment.
  •  Confidential treatment.
  • We will inform you about Advance Directives and ensure they are implemented properly.
  • If a patient cannot participate, a guardian, next of kin, or legally authorized person may exercise their rights.
  • Full information about the patient’s health condition.
  • We provide patients with their compiled medical records upon request.
  • Participate in decisions about the patient’s treatment.
  • Accept or refuse treatment and be told of the potential consequences of refusing recommendations.
  • Know the education and training of healthcare providers and staff, as well as Alcona Citizens for Health, Inc.’s accreditation status and other measures of quality.
  • Access our board of directors who represent the communities we serve.
  • Information about the health plans with whom Alcona Citizens for Health, Inc. participates.
  • Our staff will inform you and obtain written consent before performing diagnostic procedures.
  • Be informed of any research known to us that could affect the patient’s care.
  • Receive appropriate, clinically approved methods to promote comfort when those methods are available, necessary and meet your health needs.
  • Be informed and consent in writing to Outpatient Behavioral Health Counseling with our Behavioral Health treatment staff if applicable to your situation.
  • A fair and efficient process for resolving differences with us and be informed of the grievance procedures used by patient’s health plan.

Patient Responsibilities

  • Let us know if English isn’t your primary language or if you have difficulty reading or hearing. We’ll make sure you understand your medical information.
  • Keep scheduled appointments and provide us with a call to cancel if you cannot keep your appointment. Be on time. Missing three or more scheduled appointments without calling to cancel can result in dismissal from the practice. Request a copy of our Missed Appointment Management Policy & Procedure.
  • Become an active partner in health and wellness decisions by working with our providers and healthcare team in creating your treatment plan (care plan). Set goals to achieve wellness that are important to you.
  • Work together with healthcare providers and your healthcare team in carrying out the care plan goals and objectives you have set. Let your provider know of your questions and concerns with your treatment plan.
  • Disclose relevant information and clearly communicate your needs. No one knows you as well as you do! Help us help you.
  • Let us know if you have received care from other healthcare services (Specialist, hospitalization, Emergency Room Care, Walk-in, and Telehealth). Tell us of any medications they prescribed, or changes made to your current medications. Tell us about any tests performed. We will update your medical record with this information.
  • Tell us what medications you are taking, including medications that do not need a prescription.
  • Share your financial information and take responsibility for paying for services. If you question a billing statement, call us. We can review it and discuss it with you.
  • If you do not understand co-pays and deductibles, tell us and we can do our best to coordinate a call with your health plan so they can answer your questions. It is important that you know what services your health plan covers.
  • If you have missed three or more scheduled medical or behavioral health appointments within a 12-month period without providing notice of cancellation; rather than dismiss you from the practice, we will schedule a Care Conference to discuss why this has happened and look to see what services we can recommend to help you keep appointments.
  • Use Alcona Citizens for Health, Inc.’s internal complaint and appeal processes to address concerns that may arise. You can report your complaint to the Site Manager in person, by mail, or by telephone. We appreciate your feedback as it helps us know where problems may exist.
  • In an effort to avoid the spread illnesses to others, we require patients to wear a mask when asked. If you think you or your child has a contagious illness, please tell our scheduler when you call for an appointment so we can take proper precautions.
  • Abide by administrative and operational procedures of health plans, health care providers and the government’s health benefit programs.
  • Report wrongdoing and fraud to the appropriate resources or legal authorities.
  • Show respect for other patients and health care workers.
  • Your comments, concerns, or complaints are accepted in either a verbally or written manner and they are taken seriously. Alcona Citizens for Health, Inc. will review them and do their best to resolve those issues to the best of their ability. Our goal is to provide you with a resolution that meets your satisfaction.
  • Understand that Alcona Citizens for Health, Inc. cannot condone threatening behavior directed towards its staff and patients. Avoid engaging in any physically intimidating or assaultive behavior or making any threats of violence or unlawful activities as it will likely result in our staff notifying law enforcement. This may also result in dismissal from the practice.
  • For everyone’s safety, staff is advised to notify law enforcement whenever aggressive, threatening, and potentially unsafe situations occur.
  • Weapons of any kind are not permitted on the premises. This includes guns, knives, tasers, or any item intended for use as a weapon. Unless you are a law enforcement officer, concealed weapons are not allowed even if you have a concealed-carry permit. We report violations to law enforcement, which may lead to legal action. We do this for the wellbeing and protection of our clinic’s visitors, patients, and staff.

Substance Use Disorder Specific Recipient Rights

It is the policy of Alcona Citizens for Health, Inc., and as required by R 325.14302 of the Administrative Rules for Substance Abuse Service Programs in Michigan to have a Recipient Rights policy and procedure for patients receiving substance use treatment services. Our governing authority reviewed and adopted the following policies and procedures. This policy and procedure will be reviewed annually.

  • A recipient as defined in the 1981 Administrative Rules Substance Abuse Service Programs in Michigan shall not be denied appropriate service on the basis of race, color, national origin, religion, sex, age, mental or physical handicap, marital status, sexual preference, or political beliefs. The board reviews, comments on, and approves all program policies and procedures every three years and every time a policy changes with the goal of identifying any that are discriminatory in nature.
  • The admission of a recipient to this program shall not result in the recipient being deprived of any rights, privileges, or benefits that are guaranteed to individuals by state or federal law or by the state or federal constitution.
  • A recipient may present grievances or suggested changes in program policies and services to the program staff or to another person within or outside the program. In this process, the program shall not in any way restrain the recipient.
  • A recipient has the right to review copy, or receive a summary of his or her program records, unless in the judgement of any SUD treating provider, including Behavioral Health Therapist, Medical Provider, etc., such actions will be detrimental to the recipient or to others for either of the following reasons:
    • Granting the request for disclosure will cause substantial harm to the relationship between the recipient and the program or to the program’s capacity to provide services in general.
    • Granting the request for disclosure will cause substantial harm to the recipient. If any SUD treating provider, including Behavioral Health Therapist, Medical Provider, etc., determines that such action will be detrimental, the recipient is allowed to review non-detrimental portions of the record or a summary of the record. If a recipient is denied the right to review all or part of his or her record, the reason for the denial shall be stated to the recipient. An explanation of what portions of the record are detrimental and for what reasons, shall be stated in the patient record. All requests to review records will be directed to the records author.
  • A program staff member shall not physically or mentally abuse or neglect or sexually abuse a recipient as the terms “abuse” and “neglect” are defined in the Substance Abuse Licensing Section Administrative Rules.
  • A recipient has the right to review our written fee schedule. Any revisions of fees will be approved by the governing authority and all recipients will be notified at least two weeks in advance. The program intake worker will give each applicant a summary of our fees when requested.
  • A recipient is entitled to receive an explanation of his or her bill upon request, regardless of the source of payment. This responsibility has been assigned to the Site Manager. The program orientation materials inform recipients of the procedure to follow to obtain the explanations from the Site Manager
  • Should this program engage in any experimental or research procedure, any or all recipients will be advised as to the procedures to be used, and have the right to refuse participation in the experiment or research without jeopardizing their continuing services. State and Federal rules and regulations concerning research involving human subjects will be reviewed and followed.
  • A recipient shall participate in the development of his or her treatment plan. Counseling staff will inform recipients that development of a treatment plan is a cooperative effort between counselor and patient. It is the policy of this program that both the patient and the counselor sign the treatment plan and any major revisions of that plan.
  • A patient has the right to refuse treatment and to be informed of the consequences of that refusal. When a refusal of treatment prevents this program from providing services according to ethical and professional standards, the relationship with the recipient may be terminated, when deemed necessary by the patient’s care team. The care team will document termination reasons in the patient’s discharge summary.
  • Upon admission, each patient is provided with a consent form. The program consent form includes rules informing new patients of the infractions which can lead to discharge from the program. The patient signs the consent form, has an opportunity to ask questions, and is given a copy. This form is maintained in the patient’s Electronic Medical Record (EMR). We discharge patients for a minimum of 30 days.
  • A recipient shall have the benefits, side effects, and risks associated with the use of any drugs fully explained in language which is understood by the recipient; this is the responsibility of the prescribing practitioner or designee.
  • A recipient has the right to give prior informed consent, consistent with federal confidentiality regulations, for the use and future disposition of products of special observation and audiovisual techniques, such as one-way vision mirrors, tape recorders, television, movies, or photographs.
  • We may take fingerprints that will then be used in connection with treatment or research or to determine the name of a recipient only if expressed written consent has been obtained from the recipient. Fingerprints shall be kept as a separate part of the recipient’s record and shall be destroyed or returned to the recipient when the fingerprints are no longer essential for treatment or research.
  • These policies and procedures shall be provided to each of the program staff. Each staff member reviews this material and signs a form which indicates that he or she understands and shall abide by this program’s recipient rights policy and procedures. It is the responsibility of the program director or designee to ensure that each staff member fully comprehends the intent of the policies and procedures. A copy of the signed form will be maintained in the staff member’s personnel file; a second copy will be retained by the staff member
  • The program director shall designate one staff member to function as the program rights advisor. The rights advisor shall:
    • Attend all of the Substance Abuse Licensing training pertaining to recipient rights.
    • Receive and investigate all recipient rights complaints independent of interference or reprisal from program administration.
    • Communicate directly with the Coordinating Agency Rights Consultant when necessary.
  • The staff member designated as rights advisor shall not be a provider of counseling services where staffing permits.
  • We display recipient rights on a public poster provided by Licensing and Regulatory Affairs (LARA). The poster lists the designated rights advisor’s name and telephone number and the regional rights consultant’s name, address, and phone number.
  • As part of the intake or admission process, each recipient will receive a brochure which summarizes recipient rights.
  • It is the responsibility of the program’s care manager or counselor to explain each right listed on the brochure to the recipient. We ask the recipient to sign the Substance Use Program Consent to indicate understanding of the rights. If he or she refused to sign, the intake worker documents the refusal and reason in the patient file.
  • If the recipient is incapacitated, he or she shall be presented with the previously mentioned brochure, explanation of rights, and opportunity to document understanding of the rights as soon as feasible, but not more than 72 hours after admission.
  • The rights advisor follows the procedure outlined in the January 1982 Recipient Rights Manual when handling formal complaints. It is this program’s policy that the Program Rights Advisor follows the procedures outlined in that manual.

Download Patient Rights and Responsibilities Handout Click Here

Patient Complaints and Grievance Policy

Reviewed: 12/22/21

Policy Statement: 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, sexual orientation, and gender identity), 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, sexual orientation, and gender identity), 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