Patients and families are encouraged to discuss any questions or concerns regarding care, treatment, billing, privacy, or clinic policies with staff at any time.
Patient Rights
Patients receiving services have the right to:
1. Respect, Dignity & Non-Discrimination
- Be treated with dignity, courtesy, respect, and consideration at all times.
- Receive care in a safe environment that promotes well-being and protects individual rights.
- Receive services free from discrimination, harassment, coercion, abuse, retaliation, or neglect.
- Be treated without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, or source of payment.
2. Information & Communication
- Receive clear, complete, and understandable information regarding diagnosis, treatment recommendations, prognosis, and therapeutic goals.
- Ask questions and receive understandable answers regarding treatment, policies, procedures, and services.
- Receive information necessary to make informed healthcare decisions.
3. Participation in Care
- Participate in the planning, implementation, and evaluation of treatment and services.
- Accept or refuse treatment to the extent permitted by law.
- Be informed of the potential consequences of refusing recommended treatment or services.
- Participate in discharge planning and continuity of care.
4. Informed Consent
- Receive sufficient information regarding the risks, benefits, expected outcomes, and alternatives to proposed treatment prior to initiation of services.
- Provide informed consent before treatment begins.
- Withdraw consent at any time in accordance with applicable laws and facility policies.
5. Privacy & Confidentiality
- Have Protected Health Information (PHI) maintained in accordance with federal and state privacy laws, including the Health Insurance Portability and Accountability Act (HIPAA)
- Request confidential communications regarding care and billing.
- Request restrictions regarding the use or disclosure of personal health information.
- Have identifying information released only with written authorization unless otherwise permitted or required by law.
6. Access to Medical Records
- Request access to medical records and receive electronic or paper copies as permitted by law.
- Request amendments or corrections to medical records believed to be inaccurate or incomplete.
- Receive information regarding procedures for obtaining records and any applicable fees.
7. Safe Environment
- Receive care in an environment with appropriate supervision, staffing, infection control practices, and safety procedures.
- Receive services from qualified personnel.
- Be informed of safety expectations and emergency procedures.
8. Financial Transparency
- Receive information regarding fees, billing practices, insurance participation, and financial responsibility.
- Request information regarding estimated costs of services.
- Receive information regarding payment options, self-pay services, and out-of-network billing.
- Request fee schedules, superbills, or billing explanations.
9. Continuity of Care
- Receive coordination of care and referrals when appropriate.
- Be informed regarding limitations or discontinuation of services.
- Receive assistance with transition or discharge planning when necessary.
10. Complaints & Grievances
- Voice concerns, complaints, or grievances without fear of retaliation, coercion, discrimination, or interruption of services.
- Receive a timely review and response to complaints.
- File complaints with external agencies if concerns are unresolved internally.
All complaints and grievances will be handled respectfully, confidentially, and in a timely manner.
Patient Responsibilities
Patients and/or guardians receiving services are responsible for:
1. Providing Accurate Information
- Providing complete and accurate medical, developmental, behavioral, and insurance information.
- Informing staff of changes in health status, medications, emergency contacts, or insurance coverage.
- Providing updated physician referrals or documentation when required.
2. Participation in Care
- Participating actively in treatment and therapy planning.
- Following agreed-upon treatment recommendations and home programs when appropriate.
- Communicating questions, concerns, or difficulties related to treatment.
3. Respect for Staff, Participants & Environment
- Treating staff, therapists, volunteers, participants, and animals with courtesy and respect.
- Respecting clinic property, equipment, and facilities.
- Following all clinic, therapy, and barn safety procedures.
4. Appropriate Conduct
- Maintaining safe and appropriate behavior during all services, as outlined in The Code of Conduct.
- Refraining from abusive, threatening, disruptive, or unsafe conduct.
- Understanding that unsafe or inappropriate behavior may result in modification, suspension, or discontinuation of services for safety reasons.
5. Attendance & Scheduling
- Attending appointments on time.
- Providing advance notice for cancellations or rescheduling whenever possible.
- Understanding that repeated missed appointments or excessive late cancellations may affect continuation of services.
6. Financial Responsibility
- Paying all charges not covered by insurance or third-party payers.
- Paying applicable copays, deductibles, coinsurance, and balances for non-covered services.
- Maintaining current insurance information.
7. Communication
- Promptly communicating concerns, changes, or questions related to treatment or billing.
- Informing staff of medical or behavioral changes that may affect treatment or safety.
Complaint/ Grievance Process
- Internal Resolution:
- Patients and families are encouraged to report concerns, complaints, or grievances directly to the administration of Easter Seals Massachusetts, Inc., or to designated staff.
- External Reporting:
- If concerns remain unresolved, patients may contact the appropriate licensing boards, regulatory agencies, or the U.S. Department of Health and Human Services Office for Civil Rights at 200 Independence Avenue, S.W., Washington, D.C. 20201 or by calling 1-877-696-6775 or by visiting www.hhs.gov/hipaa/filing-a-complaint/index.html.
- Response to Complaints:
- All complaints and grievances will be reviewed and addressed in a timely, respectful, and confidential manner.
Contact Information
