The confidentiality of persons receiving services at ACER, LLC facility or program is protected by federal and state law. Information concerning clients and/or their treatment will not be revealed or released without the written consent of the client except in the following instances:
- The client signs a written release of information indicating informed consent of such release.
- The client expresses intent to harm him/herself or someone else.
- There is a reasonable suspicion of abuse/neglect against a minor child, elderly person (60 years or older), or a dependent adult.
- A court order is received directing the disclosure of information.
- If there is a medical emergency that necessitates disclosure. ACER provides information to clients regarding protecting and enforcing their legal rights. When appropriate, case managers can provide referral to legal representation.
No employee, board member, volunteer, or other persons affiliated with ACER, LLC will accept gifts of material value, favors, or remuneration for personal gain from any individual, client agency, cooperation, or organization that does business with ACER, LLC. Additionally, no employee, board member, volunteer, or other persons affiliated with ACER, LLC will attempt to influence decisions of any funding source through donations of cash, promises of special consideration, or suggestions of any valuable contributions.
Client Grievance or Complaint Process
Clients may voice complaints or concerns during any group or individual sessions at ACER, LLC. Clients may also voice complaints or concerns to the Clinical Director, who will attempt to resolve the issue. Comment cards and confidential boxes are located in the lobbies of each office location for clients to make suggestions or comments. Please refer to posted placards located at each site for further information on these processes.
Clients may voice complaints or concerns utilizing any of the following avenues:
- During any group meetings at ACER, LLC.
- Putting comments in comment box located in lobby of facility.
- Listed on satisfaction surveys.
- Voicing complaints or concerns to their MD, program manager or counselor. Other staff should refer clients with complaints to these staff members.
ACER, LLC does not seclude or restrain clients. Any threatening or violent behavior will be reported to the police immediately.
Health and Safety Policy
Safety of our staff and clients is a priority at ACER, LLC. All facilities are equipped with fire extinguishers, first aid kits, and emergency exits. Signage at each facility will orient you to the emergency exits as well as point you to fire extinguisher locations. First aid kits are accessed by ACER, LLC employees as needed. All ACER employees follow Universal Precautions outlined by the Center for Disease Control (CDC).
These precautions include but are not limited to: hand hygiene, use of personal protective equipment (e.g. gloves, gowns, facemasks) depending on the anticipated exposure, respiratory hygiene and cough etiquette, safe injection practices, and safe handling of potentially contaminated equipment or surfaces in the patient environment.
What can you do to help prevent the spread of infection?
- Clean your hands.
- Make sure healthcare providers clean their hands or wear gloves.
- Cover your mouth and nose.
- If you are sick stay home.
- Get shots to avoid disease and fight the spread of infection.
After Hours Policy
A non-emergent call for clients of ACER, LLC after normal business hours may leave a message using the call tree answer phone and a staff member will return calls the following business day. Also clients or potential clients may send an inquiry through our website www.acercanhelp.
A person calling in crisis, an emergency situation or a Current ACER Client needing to speak with the on call medical staff, may contact the on-call therapist\administrator with the 24-hr, 7 days a week answer phone (1-866-825-2238), or call 911, or go to the nearest emergency room, or 1-800-749-2673(COPE)
You hate the right to…
- Be treated with dignity and respect; as an individual who has personal needs, feelings, preferences and requirements.
- Privacy in your treatment, in your care and in the fulfillment of your personal needs.
- Be fully informed of all services available to you and of any charges for those services.
- Be fully informed of your rights as a client and of all rules and regulations governing your conduct as a client in this facility.
- Know about your physical condition unless your physician, for medical reasons, chooses not to inform you and so indicated in your medical records.
- Participate in the development of your treatment plan.
- Have access to information pertinent to your treatment in a sufficient time-frame to facilitate your decision-making with regards to engagement in treatment.
- Give informed consent prior to the start of any procedure and/or treatment.
- Give informed consent or refusal or expression of choice regarding: service delivery, release of information, concurrent services, composition of the service delivery team and any involvement in research projects (if applicable).
- Continuity of care and/or referral to other agencies if we cannot adequately serve your needs.
- Voice opinions, recommendations and grievances in relation to policies and services offered by the facility, without fear of restraint, interference, coercion, discrimination or reprisal.
- Access or be given a referral to legal entities for appropriate representation.
- Access self-help and advocacy support services.
- Investigation and resolution of alleged infringement of rights.
- Be free from physical, chemical and mental abuse and/or neglect.
- Be free from financial or other exploitation, retaliation, or humiliation. Confidential treatment of your personal and medical records. Information from these sources will not be released without your prior consent, except in limitations outlined in the HIPAA guidelines.
No one will be denied access to services due to an inability to pay, and a sliding fee scale is available based on family size and income
- To provide to the best of your knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medication and other matters relating to your health.
- To report unexpected changes in your condition to the responsible case manager.
- To make it known whether you clearly comprehend a contemplated course of action and know what is expected of you.
- To follow the treatment plan recommended by the case manager primarily responsible for care, including following instructions of counselors and other health professionals and the carry out the coordinated plan of care and implement the responsible case manager’s order, and as they enforce the facility rules and regulations.
- To accept responsibility for your own actions if you refuse treatment and/or do not follow the practitioner’s instructions.
- To assure that the facility obligations of treatment are fulfilled as promptly as possible.
- To follow facility rules and regulations affecting client care and conduct.
- To be considerate of the rights of other persons and facility personnel.
- To control your own behavior.
- To be respectful of the property of other persons ant of the facility.
- Maintain the confidentiality of all clients at this facility.