Client Rights and Responsibilities

To ensure that every individual served by Convergent Health is treated with dignity, respect, and fairness, and that they are fully informed of their rights and responsibilities as recipients of behavioral health services. This document outlines the rights guaranteed by federal and state law, including those established under the Oklahoma Department of Mental Health and Substance Abuse Services (ODMHSAS) and the Office for Civil Rights (OCR).

CLIENT RIGHTS

1. The Right to Respect

Every client has the right to:

  • Be treated with dignity, compassion, and respect at all times, regardless of race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity, marital status, socioeconomic status, or source of payment.

  • Receive care in a safe, clean, and supportive environment free from abuse, neglect, exploitation, or discrimination.

  • Expect that their personal values, cultural beliefs, and spiritual preferences will be acknowledged and respected in all aspects of care.

  • Have their individual needs and preferences recognized as part of their treatment planning and service delivery.

2. The Right to Access Care

Every client has the right to:

  • Receive care and treatment in a timely and consistent manner, appropriate to their condition and level of need.

  • Access services regardless of their ability to pay or source of funding, subject to eligibility criteria and available resources.

  • Request a second opinion or referral to another qualified provider when clinically indicated.

  • Obtain assistance in understanding the services available and how to access them.

3. The Right to Information

Every client has the right to:

  • Receive clear, accurate, and understandable information about their diagnosis, treatment options, risks, benefits, and expected outcomes.

  • Be informed about the names, roles, and credentials of those involved in their care.

  • Request and receive a copy of their medical or behavioral health record in accordance with HIPAA and 42 CFR Part 2 regulations.

  • Be informed about fees, billing practices, and their financial responsibility for services.

  • Receive information about Convergent Health’s programs, policies, and procedures relevant to their care.

4. The Right to Medical Treatment and Decision-Making

Every client has the right to:

  • Participate actively in decisions about their treatment and service planning.

  • Refuse any treatment, service, or medication to the extent permitted by law, and to be informed of the potential consequences of such refusal.

  • Provide informed consent or refusal for participation in any research, education, or experimental procedures.

  • Designate a personal representative, advocate, or legal guardian to assist in treatment decisions.

  • Receive emergency or crisis intervention care when clinically necessary.

  • Request a review or appeal of treatment decisions that they disagree with.

5. The Right to Privacy

Every client has the right to:

  • Confidentiality of all personal health information as required by HIPAA, 42 CFR Part 2, and applicable Oklahoma state laws.

  • Expect that their personal information will be shared only with individuals authorized by law or written consent.

  • Discuss their care in private with their treatment team and to know when others are present.

  • Receive services in a manner that protects personal privacy, dignity, and confidentiality.

CLIENT RESPONSIBILITIES

Clients receiving services at Convergent Health are expected to:

  • Provide complete and accurate information regarding their health, history, medications, and other relevant matters.

  • Participate actively in their treatment plan and communicate any concerns, changes, or preferences with their provider.

  • Follow agreed-upon treatment recommendations and appointments, or notify the provider when unable to do so.

  • Treat staff and other clients with courtesy and respect.

  • Fulfill financial obligations related to services received or request financial assistance when appropriate.

  • Protect the confidentiality and privacy of others they may encounter within the program.

FILING A COMPLAINT

If a client believes their rights have been violated or they are dissatisfied with their care, they may file a complaint without fear of retaliation or discrimination.

Internal Complaint Procedure:

  1. Report the concern verbally or in writing to the program supervisor, clinical director, or designated Client Advocate.

  2. If the issue is not resolved, the clients may request review by the CEO or Compliance Officer of Convergent Health.

  3. A written response will be provided within ten (10) business days.

  4. Clients may request assistance from staff in preparing or submitting complaints.

If concerns are not resolved internally, clients may contact the following agencies:

STATE HEALTH AGENCIES CONTACT INFORMATION

Oklahoma Department of Mental Health and Substance Abuse Services (ODMHSAS)
Office of Consumer Advocacy
2000 N. Classen Blvd.
Oklahoma City, OK 73106
Phone: (405) 248-9037 or Toll-Free (866) 699-6605
Website: https://oklahoma.gov/odmhsas

Office of Client Advocacy (OCA)
Department of Human Services
PO Box 25352
Oklahoma City, OK 73125
Phone: (405) 522-2720 or Toll-Free (800) 522-8014
Website: https://oklahoma.gov/oca

Office of the Attorney General – Consumer Protection Unit
313 NE 21st Street
Oklahoma City, OK 73105
Phone: (405) 521-3921 or Toll-Free (833) 681-1895
Website: https://www.oag.ok.gov

Non-Retaliation Statement

No client will be denied services, harassed, or discriminated against for exercising their right to file a complaint or grievance.