Netcare Client Handbook, Residential Services

WelcometoNetcare

AboutUs

Established in 1972, Netcare Access is a community mental health center, and provides a wide array of behavioral health services

Our goal is to help you, your family, or your friends get the highest quality service you need, as quickly as possible This handbook addresses important issues such as confidentiality and your rights as a client at Netcare Please read it thoroughly If you have questions, feel free to ask any of our staff

OurServices

Netcare‘s onsite services include a Crisis Stabilization Unit and Miles House, a crisis respite facility Assessment services are provided onsite as well as via telehealth Our Community Mobile Team also provides crisis services anywhere in the community, including in homes and in the streets Netcare provides additional crisis intervention services by phone, text, or chat by calling our CARE line at (614)-276-CARE (2273), or by calling 988 (Lifeline)

Mission

We help people in need of behavioral healthcare and emotional support by providing comprehensive, evidencebased services needed to attain recovery and maintain well-being We also help the courts and community agencies by providing professional evaluations and assessments for those that need them

OurValues

Caring

We contribute to the welfare of those whom we serve.

Excellence

We go beyond what is expected.

Accountability We are responsible to our clients, to our funders, to other stakeholders, and to the general public.

Respect

We treat everyone with dignity about who they are or the circumstances of our involvement with them

Collaboration

We work with other interested parties and stakeholders to contribute to the betterment of behavioral health systems and programs in the community

Trauma Sensitive

We understand, anticipate, and respond to the needs of those who have experienced trauma, by providing a comforting and safe treatment environment, promoting self -empowerment of the client

Cultural Awareness and Relevancy

We understand and address the role of race and implicit biases; how these can affect client and staff behaviors, attitudes, and responses; and how these can impact staff interactions with clients and with each other

WhattoExpectfrom Netcare’sResidential Services

Wetakeyourcareseriously.Withourtrainedandexperienced staff,werespondtocriseswithempathyandunderstanding

How can I receive services in the CSU or at Miles House?

Services in the CSU and Miles House generally begin with a referral from another treatment provider, such as your case manager, or a hospital social worker from the emergency department, or after an inpatient admission Or, your treatment team in the CSU may recommend that you continue care at Miles House Netcare staff will review information sent to us about you to determine whether you might benefit from treatment in CSU or Miles House Ask your Netcare or treatment provider if you are interested in these programs

What can I expect in CSU?

You will be seen by a licensed clinician to determine the best course for your treatment, which will include a multidisciplinary treatment team of Qualified Behavioral Health Professionals, clinicians, psychiatrists/Nurse Practitioners, nurses, and peer support specialists.

What can I expect at Miles House?

You will be seen by a licensed clinician to determine the best course for your treatment, which may include a multidisciplinary treatment team of Qualified Behavioral Health Providers, clinicians, nurses, and peer support specialists

How do I make Netcare staff aware of my personal preferences?

Please complete the Personalized Care Plan provided to you at intake or provide this information to your clinician or Qualified Behavioral Health Professional throughout your stay at Netcare.

What is an assessment?

An assessment is simply a tool used to identify what services might be helpful to you The assessment helps with referrals to a treatment provider or a community resource that will meet your needs Assessments are provided by licensed counselors, social workers, and registered nurses

Where can I get an assessment?

Behavioral Health assessments are available via Telehealth Monday-Friday, 8:00 am-2:00 pm, and can be done either via videoconference or telephone Call (614) 276-CARE (2273) to arrange a telehealth appointment in order to help determine a plan of treatment for you while in the Crisis Stabilization Unit (CSU) Individuals who are admitted to the Crisis Stabilization Unit will get an assessment early in their stay in the CSU

What kinds of questions will you ask me?

Some questions may seem very personal, but it is important that you give complete and honest answers. This will only help us to get you what you need. All responses and answers to questions are strictly confidential (except where disclosure is required by law.) Completing an assessment requires your full participation

How long will it take?

The assessment will probably take 1-1/2 to 2 hours to complete

What treatment model does Netcare use?

Our staff uses Solution Focused Counseling, Motivational Interviewing, and the Illness Management and Recovery Model We do not use motivational incentives such as token economies We meet our clients at their individual level of need to help them improve in readiness to meet their goals

If I am in crisis, where will I go after I am seen by a counselor or social worker?

If your crisis has stabilized, you could be discharged to go home If necessary, you could be admitted to Miles House or to a local hospital Other discharge plans may include referrals for detox treatment, Medication Assisted Treatment, linkage to a community mental health or substance use treatment agency

Can I get medications?

Since the doctors at Netcare are not your regular doctor, while you are in CSU or Miles House, Netcare will give medications to you that help to stabilize your emergency, in addition to your ongoing medicationsIf you are already linked for treatment, you should contact your mental health center during normal business hours for any urgent or routine medication needs If you are waiting to be linked with an ongoing mental health provider and are in need of long-term medication, we encourage you to contact your family physician or a physician at one of the Neighborhood Health Centers

Will I be charged for services?

You may be eligible for a subsidy to be paid from the Franklin County ADAMH Board equal to 100% of the cost of the services you receive at Netcare, which would mean no charge to you In order to be eligible for ADAMH funding for these services, you must be enrolled in the Franklin County ADAMH Board’s Personal Information System known as “SmartCare” This means that we must provide them with information about you to enroll you in their system, to establish your eligibility, and to process claims for payment

CSU and Miles House clients are not charged any fees for their participation in these programs, but Netcare may request certain information from clients in order for Netcare to bill third party payers This information may include third party insurance payer card, SSN, DOB, residency form, release of information form, and other information as needed Clients receiving services in other programs, such as Outpatient, may be assessed fees depending on their eligibility with third party payers

IMPORTANT

NOTE: Netcare does not assume responsibility for services rendered outside of its facilities (including hospitals, emergency rooms, ambulance services, etc.), and payment for such services is between you and that facility.

PersonsReceiving ServicesatNetcare

We hope you will be satisfied with our services, staff, and facilities, and that your visit to Netcare is a positive experience for you

In order for us to serve you better and to assure your safety as well as the safety of others around you, we ask for your cooperation and encourage your full participation in your treatment here by:

Providing complete and accurate information about yourself and your situation

Working with staff to determine your needs and preferences

Working with staff members to identify appropriate times/ways to address your desire to smoke Netcare is a non-smoking facility, as is all Netcare property

Participating in development of treatment goals, objectives, and interventions when possible

We would like to involve your family or other treatment providers in your care while you are here Generally, this can happen only with your permission, which we encourage you to provide

Following through with recommended treatment interventions in CSU, Miles House, or Outpatient, including transfers to another level of care such as Netcare’s CSU, Miles House or inpatient care

Following through with discharge instructions and follow-up plans, including taking medications as prescribed

We would like to involve your family and/or other treatment providers in your services here as much as possible However, we cannot let anyone know you are/have been here or give out any information about your treatment here without your permission We encourage you to sign appropriate forms to allow us to speak to significant others about you

RestraintPolicy

Netcare strives to provide services in a safe, nurturing environment that promotes respect, dignity, and hope To this end, Netcare does not utilize restraint interventions in any of its programs

ConfidentialityofAlcoholand DrugAbusePatientRecords

Information in ALL clinical records is confidential except where disclosure is permitted or required by law Please refer to Netcare’s Notice of Privacy Practices for more information regarding confidentiality However, we are required by law to provide the following statement specifically about alcohol and drug abuse patient records:

Per 42 CFR 222(d): The confidentiality of alcohol and drug abuse client records maintained by this program is protected by federal law and regulations Generally, Netcare may not say to a person outside the agency that a client attends or receives services from Netcare, or disclose any information identifying a client as an alcohol or drug abuser UNLESS:

The client consents in writing; The disclosure is allowed by court order; The disclosure is made to medical personnel in a medical emergency or to qualified personnel for research, audit or program evaluation purposes; Client is at risk for harm to self and/or others; Disclosure is required by law

Violationofthefederallawandregulationsbya programisacrime Suspectedviolationsmaybe reportedtoappropriateauthoritiesin accordancewithfederalandstateregulations. Federallawandregulationsdonotprotectany informationaboutacrimecommittedbyaclient eitheratNetcareoragainstanypersonwho worksforNetcare,oraboutanythreattocommit suchacrime Federallawandregulationsdonot protectanyinformationaboutsuspectedchild abuseorneglectfrombeingreportedunder statelawtoappropriatestateorlocal authorities

(See42USC290dd-3and42USC 290-ee-3for Federallawsand42CFRPart2forFederalregulations regardingalcoholanddrugabuserecords)Approved bytheOfficeofManagementandBudgetunder ControlNO-0930-0099)

RequirementsforFollowUp

At the conclusion of your services, you will receive written discharge instructions for any needed follow up

PubliclyFundedDisclosure Statement

All information in the ADAMH Board’s Personal Information System (“SmartCare”) and the Medicaid Information Technology System (MITS) will be kept confidential in accordance with state and federal law Name identifying information is required to pay for services provided to you Other information will be reported in accordance with applicable state and federal laws to Ohio Department of Mental Health and Addiction services (OhioMHAS), the Ohio Department of Job and Family Services (ODJFS), and other organizations which are required by law to collect such information. State and Federal laws mandate the retention of records for a period of at least six (6) years after payment of the claim to the provider.

AdditionalDisclosures

As a condition for receiving public funds, Netcare must report the following information to the appropriate CMH/ADAS/ADAMH Board(s), and/or OhioMHAS: Information about reportable incidents/occurrences that involve you; Information required for audit purposes; Information required for evaluation purposes to measure the effectiveness of services and evaluate treatment outcomes in your case and others like it; and Information regarding the characteristics of persons seeking/ receiving services and the services provided The Board and the Departments use the information in aggregate form for service planning and evaluation purposes

ClientInput

All clients receiving services at Netcare are encouraged to share questions and concerns about their care at any time during your services here You are also encouraged to fill out a Client Satisfaction Survey periodically while receiving services here, and at the conclusion of your services. This form allows you to comment on your care, the outcomes achieved, and your satisfaction with staff and services. Your input is valued and important, as it will help us to continue to improve the quality of the services we provide. If you have any questions about this form or its completion, please ask any staff person in the program area where you are receiving services. We would like to contact you to see how you are doing and be of further assistance to you after you are discharged. This information will be useful in improving the quality of our services

AdvanceDirectives

If you have developed any advance directives concerning your behavioral health care, please share these with staff at the time of your admission to the program where you are being served, and we will do our best to accommodate your wishes in the services you receive at Netcare You can also document advance directives in the Personalized Care Plan provided to you at intake If you have questions about completing a Psychiatric Advanced Directive please notify a staff member or clinician.

ClientNonDiscriminationPolicy

All Netcare services are available, without distinction and without exclusion, to all clients regardless of race, ethnicity, age, color, religion, national origin, sex, gender, gender identity/expression, sexual orientation, physical or mental disability, developmental disability, genetic information, HIV status, AIDSrelated complex or AIDS, economic circumstances, veteran or military status, immigration status or in any manner prohibited by local, state or federal laws. All persons and organizations having occasion either to refer clients for services or to recommend Netcare are advised to do so without regard to the person ’ s race, ethnicity, age, color, religion, national origin, sex, gender, gender identity/expression, sexual orientation, physical or mental disability, developmental disability, genetic information, HIV status, AIDS-related complex or AIDS, economic circumstances, veteran or military status, immigration status or in any manner prohibited by local state, or federal laws Netcare is prohibited from denying admission or terminating assistance based on a client being a victim or survivor of domestic violence, dating violence, sexual assault, or stalking

Reasonable accommodation for physical disabilities shall be provided upon request, including interpreting services and auxiliary aids for hard of hearing and sensory impaired persons Language assistance services for clients with limited English proficiency will be provided at no cost

If you feel you have been discriminated against based on any of the above, please contact our Client Rights Officer (CRO) to file a complaint

ClientRightsPolicy andGrievance Procedure

Totheextentpossible,yourclientrightsand Netcare’sgrievanceprocedurewillbeprovided toyouatthetimeofyourfirstvisit Ifyouarein crisis,staffwillverballyadviseyouimmediately ofpertinentrights,suchastherighttoconsent toorrefusetheofferedtreatmentandthe consequencesofthatagreementorrefusal We maydelaygivingyoutheactualwrittencopy andafullverbalexplanationuntilyouarebetter abletounderstandthisinformation.Youare askedtoverifyyourreceiptofthisinformation byinitialingtheappropriateboxandsigningthe AcknowledgementofReceiptofOrientation Informationformorbygivingusyourverbal consent Staffprovidinginformationand referral,consultation,education,prevention, andtrainingservicestoclientsandcommunity recipientsshallprovidecopiesofthispolicy uponrequest.

YourrightsasaclientatNetcareareoutlined below Ifyoufeelanyoftheserightshavebeen violatedorhaveothercomplaintsabout Netcare’sservicesorstaff,pleasecallNetcare’s ClientRightsOfficer(CRO)at(614)274-9500 Yourcallwillbereturnedbetween8amand5 pmMondaythroughFriday

TheClientRightsOfficer(CRO)isresponsible foracceptinganycomplaintorgrievanceand foroverseeingtheinvestigationofany

complaintorgrievancefiledbyaclientorother personoragencyonyourbehalf Allcomplaints willbeinvestigatedwithin10daysofreceipt andappropriatefollow-upandcorrective actionswillbetakenasnecessary

Youmayalsofileawrittengrievanceatany timewithNetcareoranyoftheresource agenciesincludedinthishandbook Ifyouneed helpdoingthis,theCROisavailabletohelpyou withthisifrequested TheCROwillalso representyouatthegrievancehearingbefore animpartialdecision-makerifyoudesire. Writtengrievanceswillbeprocessedwithin20 daysofreceipt,andyouwillbesentawritten statementoftheresults Inaddition,theCRO willprovide,uponrequest,informationrelevant tothegrievancetoanyoftheresource agenciesincludedinthishandbook Ifyour complaintorgrievanceisagainsttheCRO, pleasecontactNetcare’sDirectorof CommunityandAdultResidentialServicesat (614)274-9500 Allcorporatestaffarefamiliar withtheclientrightspolicyandgrievance procedureandareavailabletoexplainanyand allaspectsofthesetoyou

ThispolicyisconspicuouslypostedineachNetcarefacility

Client Rights

Therighttobetreatedwithconsiderationand respectforpersonaldignity,autonomy,and privacy;

Therighttoreasonableprotectionfromphysical, sexualoremotionalabuse,neglect,andinhumane treatment;

Therighttoreceiveservicesintheleast restrictive,feasibleenvironment;

Therighttoparticipateinanyappropriateand availableservicethatisconsistentwithan individualserviceplan(ISP),regardlessofthe refusalofanyotherservice,unlessthatserviceisa necessityforcleartreatmentreasonsandrequires theperson’sparticipation;

Therighttogiveinformedconsenttoortorefuse anyservice,treatmentortherapy,including medication,absentanemergency;

Therighttoparticipateinthedevelopment, reviewandrevisionofone’sownindividualized treatmentplanandreceiveacopyofit;

Therighttofreedomfromunnecessaryor excessivemedication,andtobefreefrom restraintorseclusionunlessthereisimmediate riskofphysicalharmtoselforothers;

Exceptforclientsreceivingforensicevaluation servicesasdefinedinrule5122-29-07oftheOhio AdministrativeCode,fromacertifiedforensic center,eachclienthasallofthefollowingrights:

Therighttobeinformedandtherighttorefuse anyunusualorhazardoustreatmentprocedures;

Therighttobeadvisedof,andtherighttorefuse observationbyothersandbytechniquessuchas one-wayvisionmirrors,taperecorders,video recorders,television,movies,photographs,or otheraudioandvisualtechnology Thisrightdoes notprohibitanagencyfromusingclosed-circuit monitoringtoobserveseclusionroomsor commonareas,whichdoesnotinclude bathroomsorsleepingareas;

Therighttoconfidentialityofcommunicationsand personalidentifyinginformationwithinthe limitationsandrequirementsfordisclosureof clientinformationunderstateandfederallaws andregulations;

Therighttohaveaccesstoone’sownclient record,unlessaccesstocertaininformationis restrictedforcleartreatmentreasons Ifaccessis restricted,thetreatmentplanshallincludethe reasonfortherestriction,agoaltoremovethe restriction,andthetreatmentbeingofferedto removetherestriction;

Therighttobeinformedareasonableamountof timeinadvanceofthereasonforterminating participationinaservice,andtobeprovideda referral,unlesstheserviceisunavailableornot necessary;

Client Rights (Continued)

Therighttobeinformedofthereasonfordenialof aservice

Therightnottobediscriminatedagainstfor receivingservicesonthebasisofrace,ethnicity, age,color,religion,nationalorigin,sex,gender, genderidentity/expression,sexualorientation, physicalormentaldisability,developmental disability,geneticinformation,HIVstatus,AIDSrelatedcomplexorAIDS,economic circumstances,veteranormilitarystatus, immigrationstatus,orinanymannerprohibitedby local,stateorfederallaws

Therighttoknowthecostofservices

Therighttobeverballyinformedofallclient rights,andtoreceiveawrittencopyuponrequest;

Therighttoexerciseone’sownrightswithout reprisal,exceptthatnorightextendssofarasto supersedehealthandsafetyconsiderations

Therighttofileagrievance;

Therighttohaveoralandwritteninstructions concerningtheprocedureforfilingagrievance, andtoassistanceinfilingagrievanceifrequested;

Therighttobeinformedofone’sowncondition; and,

Therighttoconsultwithanindependent treatmentspecialistorlegalcounselatone’sown expense

Resource Agencies

Franklin County ADAMH Board

447EastBroadStreet Columbus,Ohio43215

PH:(614)224-1057

OhioMHAS (Ohio Dept. of Mental Health & Addiction Services)

30EastBroadStreet,7thFloor Columbus,Ohio43215-3430

PH:(614)466-2596TTY:(614)752-9696

TollfreeBridge:1(877)275-6364

Opportunities for Ohioians with Disabilities

150E CampusViewBlvd

Columbus,OH43235

Voice/TTD:(614)438-1200

TollFreeinOhio(Voice/TTD):1-800-282-4536

Fax:(614)438-1274

Office for Civil Rights

U.S. Dept. of Health & Human Services

200IndependenceAveSW Washington,DC 20201

1-800-368-1019TDD:(800)537-7697

Fax:(202)619-3818

Disability Rights Ohio

200S CivicCenterDrive,Suite300 Columbus,Ohio43215-7510

PH:(614)466-7264or1(800)282-9181

TTY:(614)728-2553or1(800)858-3542

Fax:(614)644-1888

Office of the Attorney General MedicaidFraudControlUnit 150EastGayStreet,17thFl

Columbus,Ohio43215

PH:(614)466-0722or1(800)282-0515

Email: ocrmail@hhsgov

Ohio Counselor, Social Worker and Marriage & Family Therapist Board 77S.HighStreet,24thFloor Room2468

Columbus,Ohio43215-6171

PH:(614)466-0912

Fax:(614)728-7790

State Medical Board of Ohio 30E BroadSt,3rdFloor Columbus,Ohio43215-6127

PH:(614)466-3934

Fax:(614)728-5946

Ohio Board of Nursing 8995EastMainStreet Reynoldsburg,OH43068

Phone:614-466-3947

Fax:614-466-0388

State Board of Psychology 77S HighStreet,Suite1830 Columbus,OH 43215-6108

(614)466-8808

TollFree:(877)779-7446

Fax:(614)728-7081

NetcareInformation

IfyouhavequestionsorconcernsafterleavingNetcare,pleasecontactus Phone numbersformanyofNetcare’sprogramsarelistedbelow:

24-hour Netcare Access Crisis Phone Line: (614)276-CARE(2273)

Outpatient Clinic 614-275-6184

Monday,Tuesday,Thursday,Friday9:00am -5:00pm Wednesday10:00am–7:00pm

Non-Crisis Assessment Services

Call(614)276-2273toarrangeanappointment Monday-Friday8:00am -2:00pm

Administrative Offices 199SouthCentralAvenue (614)274-9500

Monday-Friday8:30am to5:00pm

Netcare Forensic Center 3081SullivantAvenue 614-278-0200

FamilyPsychologicalServices,614-278-0158 Monday-Friday 8:00am–4:00pm