Patient Rights and Policies

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Your Rights as a Patient in Utah

Per federal and state statute, all patients have the right to choose the providers who render care to them. Several sources affirm the right of patients to choose their providers, including the following:

Federal law:

Court decisions establish the right of patients to control the treatment they receive, including the right to determine who provides care. One source of patients' rights to freedom of choice of providers is the “common law.” You have the right of freedom of choice of providers, regardless of treatment setting or payor source. 

- Medicaid and Medicare Federal law--Federal statutes of both the Medicare and Medicaid Programs guarantee patients whose care is paid for by these Programs the right to freedom of choice of providers, regardless of treatment setting. 

Utah Medicaid requirements:

Person-Centered Planning Process: CMS (federal Centers for Medicaid Services) and the Utah Department of Human Services Division Directives requires that a person-centered planning process and assessment be used to develop a person-centered plan. This means the behavioral healthcare process is directed by the client, with assistance as needed or desired from a representative of the individual's choosing. It is intended to identify the strengths, capacities, preferences, needs, and desired measurable outcomes of the individual.

Person-Centered Service plan:

A service plan is the written document, required for Medicaid, that specifies the services and supports that are to be furnished to meet the preferences, choices, abilities and needs of the individual, and that assist the individual to direct those services and supports and remain in the community.

Patients have the right to let their Prepaid Mental Health Plan know if they do not agree with any decisions made by a Medicaid provider, and they may report concerns directly to the Medicaid Information Line:

Call 1-866-608-9422 for questions or complaints about a client's right to choose their provider

If you believe you have been improperly denied a service or benefit because of your age, color, disability, national origin, race, religion, sex or sexual preference, please contact:
Medicaid Constituent Services 1-877-291-5583

You may file a complaint by contacting:

Federal Office for Civil Rights U.S. Department of Health and Human Services Federal Office Building

1961 Stout Street, Room 1426, Denver, CO 80294-3538

Or, you can call to lodge a complaint or ask questions at 1-800-368-1019 TDD 1-800-537-7697


Missed Appointment and Late Cancellation Policy

Therapy Practice Missed Appointment Policy

In our effort to provide the best possible care to all of our clients and ensure the efficient operation of our practice, we have implemented the following policy regarding missed appointments and late cancellations.

  1. First Missed Appointment: We understand that unforeseen circumstances may arise, causing you to miss an appointment. In the event of your first missed appointment, we will issue a warning and discuss the importance of attending scheduled sessions for your therapeutic progress. This incident will be recorded in your file for reference.
  2. Second Missed Appointment: Should a second missed appointment occur, we will need to remove you from any recurring appointment slots you may have. This is to ensure that our schedule remains flexible and available to clients who can attend. We will discuss rescheduling options and the need for consistent attendance.
  3. Third Missed Appointment: In the unfortunate event of a third missed appointment, you will be removed from our active schedule. This decision is made to prioritize clients who can adhere to our scheduling policy. Reinstatement on the schedule will be at the discretion of our practice, depending on availability and a discussion about commitment to treatment.

APRN Missed Appointment Policy

The policy relating to missed appointments will be the same for APRN’s as for therapists with these additional considerations for medication management.

  1. If you have 2 missed appointments, you will no longer be eligible to be seen via telemedicine. Your next and subsequent visits will need to be in person and any outstanding missed appointment fees must be paid before scheduling.
  2. If a 3rd missed appointment happens and the decision has been made to dismiss you from the practice, you will be given 90 days of refills on your medication with the exception of controlled substances. Controlled substance prescriptions will not be refilled.

Appointment Cancellations

If you need to cancel or change an appointment, we kindly request a 48-hour notice. This allows us to offer the time to someone who may be waiting for an appointment.

Late Cancellation Fee

In the event that you cancel your appointment with LESS than 48 hours notice, you will be charged a late cancellation fee of $40. This fee must be paid before you can be seen again. Multiple late cancellations can put you at risk of being dismissed from the practice.

Note: The timeframe that is considered for missed appointments and late cancellations is a 12-month rolling period.

We are committed to providing excellent care and appreciate your understanding and cooperation with our scheduling policy. Please feel free to discuss any concerns or questions you may have regarding this policy with us.

How Can We Help You?

Call Us Today

Your physical and mental health are very important to us.  Do you have questions?  We are here to help.


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