Client Rights, Protected Health Information, Client Responsibilities,
Hours of Operation, Involuntary Discharge, Filing a Complaint, and Consent
Basic Rights and Expectations
When you receive services from El Paso Center for Children you have the
- Receive high-quality service.
- Be treated with respect and courtesy and free from abuse,
neglect, and exploitation.
- Receive service in offices that are safe, clean, and
- Get information and support to help you make decisions to
improve your situation.
- Participate in all service decisions and request a review of
your care, treatment, and service plan.
- Be served without discrimination.
- Receive services in a manner that is non-coercive and that
protects your right to self-determination.
- Consistent enforcement of program rules and expectations.
- Receive services that are respectful of, and responsive to,
cultural and linguistic differences.
- Refuse any service or treatment, unless mandated by law or
court order (if applicable) and be informed about the consequences of such
refusal, which can include discharge.
- Have our program/service adapted, as appropriate and
reasonable, to accommodate visual, auditory, linguistic, and motor abilities.
Specifically Regarding Protected Health Information, (hhs.gov)
electronic or paper copy of your medical record
- You can ask to see or get an electronic or paper copy of
your medical record and other health information we have about you. Ask us how
to do this.
- We will provide a copy or a summary of your health
information, usually within 30 days of your request. We may charge a
reasonable, cost-based fee.
Ask us to
correct your medical record: You can ask us to correct
health information about you that you think is incorrect or incomplete. Ask us
how to do this. We may say “no” to your request, but we’ll tell you why in
writing within 60 days.
Request confidential communications: You can ask us to contact you in a specific way (for example, home
or office phone) or to send mail to a different address. We will say “yes” to
all reasonable requests.
Ask us to limit what we use or share
- You can ask us not to use or share certain health
information for treatment, payment, or our operations. We are not required to
agree to your request, and we may say “no” if it would affect your care.
Get a list of those with whom we’ve shared information
- You can ask for a list (accounting) of the times we’ve
shared your health information for six years prior to the date you ask, who we
shared it with, and why.
- We will include all the disclosures except for those about
treatment, billing to funding sources, and health care operations, and certain
other disclosures (such as any you asked us to make). We’ll provide one
accounting a year for free but will charge a reasonable, cost-based fee if you
ask for another one within 12 months.
Get a copy of this privacy notice: You can ask for a paper copy of this notice at any time, even if
you have agreed to receive the notice electronically. We will provide you with
a paper copy promptly.
Choose someone to act for you: If you have given someone medical power of attorney or if someone
is your legal guardian, that person can exercise your rights and make choices
about your health information. We will make sure the person has this authority
and can act for you before we take any action.
File a complaint if you feel your privacy
rights have been violated
- You can complain if you feel we have violated your privacy
rights by contacting the Human Resources Manager – see information below.
- You can file a complaint with the U.S. Department of Health
and Human Services Office for Civil Rights by sending a letter to 200
Independence Avenue, S.W., Washington, D.C. 20201, calling 1-877-696-6775, or
- We will not retaliate against you for filing a complaint.
For certain health information, you can tell us your choices
about what we share.
- If you have a clear preference for how we share your
information in the situations described below, talk to us. Tell us what you
want us to do, and we will follow your instructions. In these cases, you have
both the right and choice to tell us to: Share information with your family,
close friends, or others involved in your care; Share information in a disaster
relief situation; Include your information in a hospital directory. If you are
not able to tell us your preference, for example if you are unconscious, we may
go ahead and share your information if we believe it is in your best interest.
We may also share your information when needed to lessen a serious and imminent
threat to health or safety.
- Most sharing of psychotherapy notes is done only with your
- We may contact you for fundraising efforts, but you can tell
us not to contact you again.
do we typically use or share your health information?
- We can use your health information and share it with other
professionals who are treating you.
- We can use and share your health information to run our
programs, improve your care, and contact you when necessary.
- We can use and share your health information to bill and get
payment from health plans or other entities.
- We are allowed or required to share your information in
other ways – usually in ways that contribute to the public good, such as public
health and research. We have to meet many conditions in the law before we can
share your information for these purposes. For more information see: www.hhs.gov/ocr/privacy/hipaa/understanding/consumers/index.html.
with public health and safety issues, such as: Preventing disease, Helping with
product recalls, Reporting adverse reactions to medications, Reporting
suspected abuse, neglect, or domestic violence, Preventing or reducing a
serious threat to anyone’s health or safety, conducting research.
will share information about you if state or federal laws require it, including
with the Department of Health and Human Services if it wants to see that we’re
complying with federal privacy law.
to organ and tissue donation requests from organ procurement organizations.
with a medical examiner or funeral director when an individual dies.
can use or share health information about you: a) For workers’ compensation
claims, b) For law enforcement purposes or with a law enforcement official, c)
With health oversight agencies for activities authorized by law, d) For special
government functions such as military, national security, and presidential
can share health information about you in response to a court or administrative
order, or in response to a subpoena.
- We are required by law to maintain the privacy and security
of your protected health information.
- We will let you know promptly if a breach occurs that may
have compromised the privacy or security of your information.
- We must follow the duties and privacy practices described in
this notice and give you a copy of it.
- We will not use or share your information other than as
described here unless you tell us we can in writing. If you tell us we can, you
may change your mind at any time. Let us know in writing if you change your
As a client of the Center for Children, you have the following
responsibilities. This is what we ask
- Treat the staff and others at El Paso Center for Children
with courtesy and respect
- Let El Paso Center for Children know 24 hours before if you
cannot come to an appointment.
- Provide honest, accurate and complete information, to the
best of your ability, so the services you receive can be tailored to meet your
- Participate in creating and reviewing your treatment/service
plan, if applicable.
- Let us know of any change in your living situation, address
or phone number.
- Be available for a follow-up call within 90 days of ending
services so we can get your feedback on your welfare and our services.
- Immediately inform staff if you have any concerns or
problems with the service you or your children are receiving. You are
encouraged to contact the supervisor of the program you are participating in if
you have any concerns which are not addressed to your satisfaction.
In general, staff can be
reached at the Center for Children between 9:00 a.m. and Noon and between 1:00
p.m. and 5:00 p.m. However, many staff
members provide on-call and other services during non-traditional hours of
operation. Business cards have the
mobile numbers and e-mail addresses for team members and we encourage you to
use those along with the primary telephone number for the program you are
enrolled in to communicate with staff.
Discharge or Termination of Services
Clients can always voluntarily terminate their services at
the Center. Because of the wide range of
programs, there may be some differences in the kinds of rules, expectations,
and other factors that can result in the Center terminating services with a
client. Those are included in each
program’s enrollment processes, but in general, a client’s services will be
terminated in the following conditions:
- Client has mental health needs that are beyond the staff’s
area of expertise. For example, the client requires a different level of
treatment (e.g., inpatient or crisis intervention) or more specialized
treatment (e.g., trauma or substance abuse) than available at the Center for
- Conflict of interest is identified after treatment begins.
- Client fails to make adequate progress toward treatment
goals or fails to comply with treatment recommendations.
- Client fails to participate in services (e.g.,
non-compliance, no shows, or cancellations).
- Lack of communication/contact from the client.
- Client threatens violence toward staff or demonstrates other
aggressive behavior toward staff, other clients, or guests of the Center.
The Center for Children is committed to listening to service user and community member
complaints and responding in a fair, timely and respectful manner. All
complaints will be given due consideration without reprisal or discrimination.
Language support for non-English speaking service users or community members
will be provided.
- All aspects of a complaint will be handled in confidence.
However, if the complaint involves allegations of illegal or unethical
behavior, information may need to be shared with external authorities.
- To provide maximum support to the staff-client and community member
relationship, the complaint resolution process begins with the involvement of
the staff person who provided service, unless this is not in the best interests
of the client or community member.
- Share your complaint with the person
providing you services. If you feel reluctant to speak directly to the person
providing service, you should ask to speak to the manager/director of the
program you are enrolled in.
- The manager/director should arrange to
meet with you at the earliest possible time, preferably within 5 business days.
The person providing services will, in most cases, be asked to participate in
- If the complaint is handled to the
mutual satisfaction of the complainant (the client or community member) and the
service provider, the complaint and resolution is documented on the Complaint Form and
a copy is forwarded to the manager/director of the program you are enrolled in.
- If the person providing service or
their manager/director are unable to resolve your complaint you may ask to
speak with the Human Resources Manager.
- The Human Resources Manager will call
you to set up a time to discuss your complaint. Whenever possible, your service
provider and the manager you have spoken with will also attend this meeting.
Within two weeks of meeting the client or community member, the Human Resources
Manager or her/his designee will send a letter to you outlining any agreement
that was reached. If needed, the Human Resources Manager will consult with a
member of the executive team.
The person(s) providing the service and
those at the first level of authority will be kept informed throughout all
attempts to resolve complaints except possibly in instances where there is an
allegation of criminal or serious ethical breach of conduct by the Center
- This notice is effective as of 1/1/2019
- Karina Rodas, the Human Resources Manager, is the point of contact for Privacy-related issues. She can be reached at 915-565-8361 or firstname.lastname@example.org
- We never market or sell personal information.
El Paso Center for Children