Rights and Responsibilities
of Persons Receiving Services

• Be informed of rights. The Agency will inform all persons receiving services of their rights during the first visit to our program. Each person has the right to ask that printed information explaining their rights be provided in a way that person can understand. Each person has a right to know what to do and who to call if they believe someone is trying to take away their rights (please see advocacy lists in division handouts).
• Know what is expected.  The Agency will inform each person receiving services of any rules that will need to be followed, including rules, behavioral expectations, and other factors which could result in conclusion or cancellation of service and any specific time periods and conditions for resuming service. This information is shared when services begin. If this does not happen, the person is informed of grievance procedures.
• Ask questions and have concerns addressed. Each person receiving services has the right to ask questions regarding their services. They may also file a grievance.
• Always be treated with respect. Employees should be courteous, attentive, and sensitive to the needs and values of persons receiving services. Clients will receive services in a non-discriminatory manner and have the right to express and practice religious and spiritual beliefs.   
• Know the qualifications of personnel providing services. Individuals have the right to know the qualifications of staff providing service.
• Participate in service and aftercare planning. Individuals have the right to participate in their service planning to the fullest extent possible. An aftercare plan provides recommendations for your care after you complete your treatment with Family Service. Clients are encouraged to discuss their needs with a staff person before leaving the agency.
• Get the best services possible. Persons receiving services will receive the best care possible from professionals focusing on the needs of the person.
• Confidentiality and Privacy. Medical records, treatment plans, and any other information about the individual must be kept private. 
• Informed consent. All necessary information (including understanding the service plan, the advantages and risks of the services received and other services that are available) is provided to individuals before they make a decision about a service.  Except during an emergency, informed consent is always the right of the individual. The individual has the right to be involved in developing and reviewing his or her service plan. This plan must be in use no later than 30 days after services start.
• Access Services. Clients have the right to access medical care and rehabilitation services regardless of their age or degree of mental health, intellectual developmental disability or addictive disorder impairment. This includes access to both medical and behavioral health services. Family Service of the Piedmont does not provide some of these services, and is not responsible for the provision or payment for services not provided by Family Service of the Piedmont.
• Accept or refuse services. Individuals can accept or refuse any procedure, test or treatment with Family Service of the Piedmont. Exceptions are during an emergency, when it is court-ordered, or if the individual is a minor and the parent/guardian has given permission.
• Live as freely as possible. Individuals have the right to live and receive services in an area that is safe comfortable, and suitable to their needs. This may include receiving assistance such as a wheelchair ramp or reserved parking space for handicapped individuals. Our responsibility is to help individuals achieve greater independence.
• Understand his or her medication. Individuals have a right to understand the possible side effects of medication and to be free from any unnecessary medication. Medication is never used as a punishment or for the convenience of staff.
• Review his / her own record. Individuals have the right to review and/or copy information and add comments to his or her own record. This right is denied, however, if viewing one’s record is deemed harmful by more than one professional. See Section 4.4: Access to Records Policy and Procedure for more information.
• Know the costs for services. Fees for services are discussed with individuals at intake and are verified at the first visit. Written information about service fees is provided at the first visit.
• Be accepted for treatment. Services cannot be denied, interrupted, or reduced without good cause. 
• Be aware of when seclusion, isolation time-out, and restraints are allowed. Family Service of the Piedmont does not use seclusion, isolation time-out, or restraints. 
• Be aware of search and seizure. All clients receiving services at Family Service of the Piedmont shall be free from unwarranted invasion of privacy. Should a situation arise where the safety of the client or others in the agency is in question, local law enforcement agents will be immediately involved. 
• Make a complaint or grievance. See Grievance and Appeal Policy and Procedure for more information. Individuals can also contact any of the advocacy groups listed below, including the Governor’s Advocacy Council for Persons with Disabilities (GACPD), the statewide agency designated under Federal and State law to protect and advocate for the rights of persons with disabilities. 
• Contact an advocate. Advocates can help to protect your rights and resolve conflicts. Listed below are a few of the organizations individuals can call to get in touch with an advocate. Please see division handouts for additional advocates appropriate to each division.
• Mental Health Association in Greensboro, 336-373-1402
• Mental Health Association in High Point, 336-883-7480
• Disability Rights North Carolina (DRNC) 1- 877-235-4210
• NC Mental Health Consumer’s Organization, 1-800-326-3842
• NC CARELINE, 1-800-662-7030
• NAMI Guilford County, 336-370-4264
• NAMI North Carolina, 1-800-451-9682
• The ARC of Greensboro, 336-373-1076
• The ARC of High Point, 336-883-0650
• NC Division for Women & Youth, Northern Piedmont Region Office, 336-288-8650
• Dept. of Health and Human Services Customer Service Hotline, 1-800-662-7030
• Division of Mental Health Customer Service Hotline, 1-855-262-1946
• Licensed Clinical Addiction Specialist Board, 919-832-0975
• Licensed Clinical Social Worker of NC Board, 336-625-1679
• Licensed Clinical Mental Health Counselor Board, complaints@ncblcmhc.org