The organization's practices fully meet the standard as indicated by full implementation of the practices outlined in the CR 1 Practice standards.
Practices are basically sound but there is room for improvement as noted in the ratings for the CR 1 Practice standards.
Practice requires significant improvement as noted in the ratings for the CR 1 Practice standard.
Implementation of the standard is minimal or there is no evidence of implementation at all, as noted in the ratings for the CR 1 Practice standards.
Client rights policy
Client rights procedures
Policy for providing services to minors without the consent of the parent or legal guardian
Rights and responsibilities document provided to individuals and families at initial contact
Grievance reports for the past six months
Interviews may include:
Review case records
All persons served receive, and are helped to understand, information about their rights and responsibilities that is:
provided in writing;
distributed during their initial contact;
available in the major languages of the defined service population;
effectively and appropriately communicated to persons with special needs; and
posted in the reception or common area of each service delivery site or residential facility.
If an organization provides services remotely using technology, client rights and responsibilities should be made available on the organization's public website and the organization must implement a system for assuring and documenting that clients receive and understand their rights and responsibilities.
If a client is disoriented, suffering from impaired cognition, or in immediate crisis at initial contact, the summary of client rights and responsibilities should be provided at an appropriate time.
Affiliates who deliver services on behalf of an EAP are not required to post client rights and responsibilities in the reception area of their service delivery location, but information regarding client rights must be made available upon service initiation.
When the scope of a network's services includes service authorization and placement decisions, the client's right to appeal placement and authorization decisions are outlined in written network client rights and responsibilities material available to clients, and in the provider manual or other document outlining network operational procedures.
Examples: Fair and equitable treatment may include the provision of effective, equitable, understandable, and respectful services that are responsive to: diverse cultural beliefs and practices, such as the freedom to express and practice religious and spiritual beliefs; preferred languages; and other communication needs.
Other categories that should be protected from discrimination and disrespect include, but are not limited to: race and ethnicity, military status, age, sexual orientation, gender identity, and developmental level.
One way organizations can be responsive to the unique, culturally-defined needs of persons and families being served is by ensuring that program information, signs, posters, printed material, electronic and multimedia communications, and trainings are available and presented:
in the language(s) of the major population groups served; and
in a manner that is non-discriminatory and non-stigmatizing.
The organization's practices reflect full implementation of the standard.
Practices are basically sound but there is room for improvement; e.g.,
One of the elements is not fully addressed; or
In a few instances evidence of consent was not found.
Practice requires significant improvement; e.g.,
Two of the elements are not fully addressed; or
One element is not addressed at all; or
In many instances, evidence of consent was not found.
Implementation of the standard is minimal or there is no evidence of implementation at all.
The organization maintains a formal mechanism through which applicants, clients, and other stakeholders can express and resolve grievances, including denial of service, which includes:
the right to file a grievance without interference or retaliation;
timely written notification of the resolution and an explanation of any further appeal, rights or recourse; and
at least one level of review that does not involve the person about whom the complaint has been made or the person who reached the decision under review.
Organizations providing Adult Guardianship should ensure that an advocate is appointed to assist the individual in navigating the grievance process.
Grievance procedures for persons served by the network include provisions for filing and appealing grievances related to the network management entity, owner and provider organizations, and independent practitioners.
For networks, appeals or denials of service authorizations are addressed in Utilization Management standards NET 7.08 and NET 7.09. An appeal of a denial of service authorization is, in effect, a request for a second opinion, and as such, does not imply that a person's rights were denied. However, if the appeal is denied, the person making the appeal might file a complaint or grievance if they believe the network's procedures or criteria for placement were not followed. For example, if the appeal was not addressed within the network's time requirements, or if the person believes that the criteria were misapplied, then the person may resort to the complaint or grievance process.