PATIENT RIGHTS (aka: member or client rights)
Trauma Recovery Services of Arizona staff shall deliver services that are absent of:
6. Sexual abuse;
7. Sexual assault;
10. Retaliation for submitting a complaint to the Department of Health or another entity
E. A patient or the patient's legal representative:
1. Except in an emergency, either consents to or refuses treatment;
2. May refuse or withdraw consent to treatment before treatment is initiated;
3. Except in an emergency, is informed of alternatives to a proposed counseling interventions and associated risks and possible complications of a proposed counseling intervention or procedure;
4. Is informed of the following:
a. The patient complaint process;
5. Except as otherwise permitted by law, provides written consent to the release of the patient’s:
a. Medical records, and
b. Financial records.
F. A patient has the following rights:
1. Not to be discriminated against based on race, national origin, religion, gender, sexual orientation, age, disability, marital status, or diagnosis;
2. To receive treatment that supports and respects the patient’s individuality, choices, strengths, and abilities;
3. To receive privacy in treatment and care for personal needs;
4. To review, upon written request, the patient’s own medical record according to A.R.S. §§ 12-2293, 12-2294, and 12-2294.01;
5. To receive a referral to another health care institution if the telehealth services under the TRSA scope(s) of work are unable to provide behavioral health services for the patient;
6. To participate or have the patient's representative participate in the development of, or decisions concerning treatment;
7. To participate or refuse to participate in research or experimental treatment; and
8. To receive accommodation or assistance from a family member, representative, or other individual in understanding, protecting, or exercising the patient’s rights.
CLIENT AND/OR STAFF COMPLAINT PROCESS
TRSA will ensure that all prospective or current clients and staff of TRSA can file a complaint and grieve or appeal the agency regarding any violation of their (a client) rights.
Complaint: A client’s or staff member’s expression of dissatisfaction with any aspect of their care.
A grievance will not result in retaliation or barriers to the services a client is receiving, nor to the staff.
At intake, all clients are supplied with the knowledge of the procedures for managing a complaint.
All documentation of grievances and appeals is maintained in a log / record book by the TRSA administrator. The documentation may be reviewed annually by the governance authority to determine trends in complaints and to identify areas for performance improvement.
Please note that TRSA will not respond to potential, current or former clients via social media or other public means such as Google Reviews, Yelp, etc. This is to ensure HIPAA compliance.