Recipient Rights

Every person who receives public mental health services has certain rights.  The Michigan Mental Health Code protects some rights.  Some of your rights include:

• The right to be free from abuse and neglect
• The right to confidentiality
• The right to be treated with dignity and respect
• The right to treatment suited to condition

More information about your many rights is contained in the booklet titled "Your Rights."  You will be given this booklet and have your rights explained to yiu when you first start services, and then once again every year.  You can also ask for the booklet at any time.

You may file a Recipient Rights complaint any time if you think staff violated your rights.  You can make a right complaint either orally or in writing.

If you receive substance abuse services, you have rights protected by the Public Health Code.  These right will also be explained to you when you start services and then once again every year.  You can find more information about your rights while getting substance abuse services in the "Know Your Rights" pamphlet. 

You may contact your local community mental health services program (Riverwood Center) to talk with a Recipient Rights Officer with any questions you may have about your rights or to get help to make a complaint.   Customer Service can also help you make a complaint. 

Office of Recipient Rights:  269-927-8629 or 800-748-3796

Customer Service:  269-934-3478 or 866-729-8716

Freedom from Retaliation:

If you use public mental health or substance abuse services, you are free to exercise your rights, and to use the rights protection system without fear of retaliation, harassment, or discrimination.  In addition, under no circumstances will the public mental health system use seclusion or restraint as a means of coercion, discipline, convenience or retaliation.

Confidentiality - Your Privacy is important to us.

You have the right to have information about your mental health services kept confidential. Unless you sign a "Release of Information," we cannot give your confidential information to anyone except as required by law under the following circumstances.

• A law or court order requires the record to be released.
  
  
• You or your legal representative give written consent.
  
  
• The information is needed to obtain benefits for you or get reimbursement for the cost of services.
  
  
• The information is needed for research or statistical purposes. (Your identity will be protected.)
  
  
• You die and your surviving heirs need information to apply for benefits.
  
  
• You tell your mental health professional that you plan to harm yourself or another person. We may also be required to notify the police.
  
  
• Child abuse or neglect is suspected or revealed. We then must make a report to Children's Protective Services or the local law enforcement.

Your Access To Your Record

You have the right to see your record of services received from Riverwood Center since March, 1996. You or your legal guardian may read or receive a copy of all or part of your record if releasing the information would not cause harm to you or others. There is a charge for copying.

If you are denied access to your record, you may appeal the decision or ask someone to appeal for you. Contact your local Recipient Rights Officer at (800) 748-3796 for information about appeals.

If you or your legal representative believe your record contains incorrect information, you may insert a statement to clarify the information. You may not remove what is already in the record.

If You Are Dissatisfied Or Have Problems With Our Services

You have these options:

Informal Resolution of Problems

• Contact your worker or his/her supervisor and ask to discuss your issue. For the name of your worker's supervisor or programs manager, contact the Intake Worker at 269-925-0585.
  
  
• Refer to your plan. The plan should include information on how to informally resolve problems which may be unique to your situation.
  
  
• Contact the Venture Member Services representative at 888-357-0016.

Options for Formal Resolution of Problems Include the Following

• Formally file a grievance with the Office of Recipient Rights by calling 800-RIVERWOOD (800-748-3796).
  
  
• Use the "Local Dispute and Grievance Procedure." (Request assistance from Recipient Rights.
  
  
• Contact the Customer Services Representative (Medicaid Recipients only) at 866-729-8716.
  
  
• Write to the Administrative Tribunal, 1033 S. Washington Avenue, P.O. Box 30763, Lansing, MI 48910, and request a hearing, (Medicaid Recipients only) by getting help from either Recipients Rights or Customer Services.