VSTAR BHS Client Handbook

           

Welcome. We’re glad you’re here.

VSTAR Behavioral Health Services is committed to providing you and your family with quality evidenced-based practices that have been proven effective.

You are receiving this handbook based on you, your family and/or your natural support’s desire to enter treatment with VSTAR Behavioral Health Services

You must give INFORMED CONSENT in order to receive treatment or to have confidential information about you provided to others by VBHS. Your decision to provide consent must be VOLUNTARY. VBHS will not force or pressure you into a decision. Unless you are a minor or have a guardian, the choice you make should be yours and yours only. This consent must either: 

  • Be in writing and signed by you or your legal representative. 
  • Be your verbal agreement which is witnessed and put in writing by someone who is not treating you at the time. Only you (the recipient) can give verbal consent. 


Dignity and Respect:

The law requires all mental health service providers to assure that you, as well as your family members, are treated with dignity and respect. Examples of staff not showing respect include calling you names, making fun of you, teasing, or harassing you. If you choose to give your consent, your family will have the right to provide information about you to your treating professionals, and opportunity to request, and receive, general education information about the nature of mental disorders, medications and their side effects.

Complaints and Grievance Assistance:
A grievance is a due process right which allows for an expression of dissatisfaction about any aspect of care or service provided to you by VBHS as well as other Service Providers. You have the right to say you are unhappy with the services and supports you are receiving, the staff providing the services, or the manner services are being rendered. You can file a grievance orally or in writing at any time. If you need help in filing a grievance, our Customer Service Grievance staff is available to help you. Some examples of grievances are:

  • Wait time to get an appointment with or to be seen by your doctor, therapist or case manager or support staff
  • Quality of the care you received
  • Not being treated in a welcoming manner
  • Poor customer service

Freedom from Abuse and Neglect: 


When receiving mental health services, you have the right not to be physically, sexually, or otherwise abused and you have the right not to be neglected. Abuse and neglect may take many forms. some examples are:

  • if a staff person makes any physical contact with you for sexual purposes.
  • if you are sexually harassed.
  • if staff cause you to be injured in any way, or use unreasonable force in a physical management situation, or cause you emotional harm.
  • if your funds are misused.
  • if your funds/possessions are used by staff or used for someone else
  • if staff are verbally abusive to you.
  • if staff fail to do something they are supposed to do when they are caring for you, or if they do something they shouldn’t do and it results in harm to you or has the potential to harm you.

If you feel that you have been abused or neglected, or if you think another recipient has been subjected to abuse or neglect, you should report it immediately to VBHS Rights Office and to a staff person. VBHS Rights Officer is listed below: 

Lance Williams

      126 E. Main Street Suite B, Union City, TN  38261

      Phone: (586) 945-3314

      Email: lwilliams@vstarbhs.org

Photographs, Audiotape and Videotape:

You have the right not to be photographed, recorded on audio or video unless you or your legal representative agree in writing. If you object, it will not be done.

Confidentiality:


You have the right to have information about your mental health treatment kept private. Information about you and your treatment cannot be given to anyone except as required or allowed by law

VBHS is required by Law to release your information under the following conditions:

  • If a law or a court order requires your records be released.
  • If you, or your legal representative, consents.
  • If needed to get benefits for you, or to get reimbursement for cost of treatment.
  • If you need follow up care, or in order to provide care to you.
  • If it is needed for research or statistical purposes, with certain safeguards regarding identification.
  • If you die and your surviving spouse or other close relative needs the information to apply for and receive benefits.
  • If you tell your mental health professional that you are going to harm another person, he/she may have to notify the police and the person who you threaten to harm.


Public Health Activities:

  • It is required and or authorized by law we may disclose your Protected Health Information (PHI) for the following public health activities 
  • To report health information to public health authorities for the purpose of preventing or controlling diseases, injuries or disabilities 
  • To report child abuse and the alerts to public health authorities or other government authorities authorized by law to receive such reports under the jurisdiction of the US Food and Drug administration 
  • To alert a person who may have been exposed to a communicable disease or may otherwise be at risk of contracting a disease 

Access to Your Record:

  • You have the right to see your treatment record. Upon request, you or your legal representative may read or get a copy of all or part of your record. There may be a charge for the cost of copying. If you are an adult and the court has not judged you incompetent (appointed a guardian for you), information entered in your record after March 28, 1996, may not be withheld from you under any circumstances. 
  • If you are denied access to your record, you, or someone on your behalf, may appeal the decision to withhold information. Contact your rights officer/advisor for information about the agency’s appeal process. If you (or your legal representative) believe(s) your record contains incorrect information, you or they may place a statement in your record which corrects that information. You may not remove what is already in the record. 
  • You will be notified if for some reason your PHI has been breached. 

Privileged Information:

Information that is shared between you and a mental health professional (your psychiatrist, psychologist or social worker) cannot be shared in court, or any proceedings related to court, unless the you indicate that it is ok, or if the mental health professional tells you in advance that the information could be used in court (i.e., for guardianship proceedings, for hearings related to involuntary treatment).

Civil Rights:

Your civil rights are protected even though you are receiving mental health services. You have the right to an education, the right to register and to vote, and the right not to be discriminated against because of age, color, height, national origin, sex, religion, race, weight or due to a physical or mental disability. If you believe that your civil rights have been violated during your treatment, you can file a complaint with VSTAR’s Office of Recipient Rights.

VBHS overview of services:

Our staff consists of psychiatrists, nurse practitioners, social workers, counselors, nurses, case managers, peer support specialists, and support staff. Our dedicated staff will work with you to develop an individualized treatment plan so that you can work on your issues and accomplish your goals. The overall goal of treatment is to help you identify and cope more effectively with any problems that you may be experiencing. This can be accomplished through a combination of individual therapy, medication management and linking to community and support services. 

  • You are expected and encouraged to participate fully in your treatment. You may discontinue treatment at any time however, you are encouraged to discuss your decision with your therapist, psychiatrist, peer support specialist, or case manager.  

Intake Process:

On behalf of our VBHS family, we thank you for choosing us as your clinical team and we are excited to join you in your recovery journey. 

Your first visit with us will contain the Intake process where you will be provided with a detailed Psychosocial assessment. The assessment will cover the following life domains:

  • Your demographics, where you live etc.…
  • Your current presenting problems
  • Your history of treatment 
  • Any substance abuse issues
  • Any physical or medical issues
  • Any financial issues as well as any spiritual issues
  • The natural supports you want involved in your treatment. 

VBHS Services Offered:

Therapy or counseling

  • This service involves individual, group, family counseling by one of our mental health professionals. VBHS staff use professional skills, knowledge, training and experience to assist you in identifying issues that you may be experiencing. VBHS staff will assist you in developing an individualized treatment plan to address those issues. The frequency of the therapy sessions will be discussed with you during the treatment plan process, and you can choose the frequency that best suits you. 

Case management:

  • This is a comprehensive service that enhances treatment effectiveness and outcomes. Case managers link and coordinate services that promote your recovery and readiness toward independent living.  


Medication Management:

  • This service involves the use of medication to treat symptoms of various mental health diagnoses and along with talk therapy, can be an important part of your treatment. If your psychiatrist recommends medication, you will be informed of the benefits and side effects of each medication. We encourage you to discuss your symptoms with your therapist, case manager and peer support specialist as well. 
  • Your Psychiatrist will evaluate your response to the medication and adjust or change your medication regimen as needed. 
  • It is extremely important that you take the medication as prescribed and not self adjust or discontinue your medication without first consulting your psychiatrist or clinical team. 
  • Please report any side effects to us immediately and please notify us if you are taking other prescribed or over-the-counter medications. 

Substance Abuse Services:
During your intake process, you will be assessed for any substance abuse issues that you may identify and that may be the primary reason for your engagement into treatment. 

We also recognize that many people suffer from a combination of substance abuse and mental health issues commonly known as Co-occurring Disorder. Our substance abuse program and clinical staff are prepared to offer services to address both issues. 

Person-Centered Planning:

  • The Mental Health Code requires a person-centered approach to the planning, selection, and delivery of the supports, services, and/or treatment you receive from VBHS. 
  •  Person-centered planning means the treatment you receive will be made up of activities which you think will help you, or which you assist in developing, and which meet your goals. This process will determine the supports you want or need to achieve your desired future. 
  • Remember this is your individualized wishes, dreams, and desires. 
  • The staff involved in your treatment will encourage feedback from you about your goals, the progress you have made, and any changes you think would make your treatment more effective.
  • Your treatment plan will be renewed at a minimum annually or if there are significant changes to your treatment. 

HOME AND COMMUNITY BASED SERVICES:


If you are enrolled in one of our outreach programs, VBHS staff will make every effort to ensure your privacy.

When VBHS staff visits you in your home or community the services as well as the amount, scope and duration, must be documented in your individualized treatment plan. 

The outcome and progress of the services will be documented in your medical record after 24 hours of the service provided by the clinical team. When in your home or community, all privacy measures will be upheld. 

No Weapons Policy:

While we recognize that Tennessee law allows individuals to carry weapons with a valid permit, VBHS does not allow weapons on its premises. If anyone comes into the office with a weapon they will be asked to leave. 

VBHS is a tobacco free environment. This policy protects everyone from exposure to the harmful effects of secondhand smoke. You may not use tobacco products, including electronic vapor cigarettes or devices, on VBHS property. 


Customer satisfaction surveys:

To improve the quality of care and patient satisfaction that we provide, VBHS may ask that you participate in the completion of a customer satisfaction survey. Your satisfaction with the services that are being provided by your clinical team will also be accessed doing every therapy and intervention service by documenting the outcome in your progress note. 

  • Telemedicine: 

While we strongly encourage face to face office and home visits, we realize that there may be times that you may prefer telehealth visits. 

Telemedicine or telehealth allows health care professionals to evaluate, diagnose and treat patients using telecommunications technology; this technology permits two-way, real-time interactive communications between the patient and the doctor, nurse practitioner, therapist, case manager or peer support specialist. 

Discharge Process:

  • Upon successful completion of your treatment or if we have no contact with you for at least 90 days we will close your case. If your case is closed, you will be required to complete another intake evaluation if you choose to receive services with us again. 

Hours of Operations:

  • Monday-Friday: 8:30am-5pm
  • Thursdays:             8:30am-7:30pm
  • Assertive Treatment Program (ACT):  24/7 days a week

Marketing: 

We must, as required by law, obtain your written authorization to provide you or anyone else marketing material utilizing your PHI information.             

VSTAR offers a sliding fee discount for patients who qualify, if you are uninsured or underinsured. You may discuss this service with your counselor and/or the billing specialist.