Client Rights

Policy Number: 603
Effective Date: July 1, 2026.

Approved by Board Chairperson Matt Otermat and Board Director Mircea Handru
Approved Date: July 1, 2026.

Purpose

To establish a policy to ensure clients receiving services are treated with dignity, respect and safety while guaranteeing their autonomy, confidentiality, and ability to make informed choices.

Policy

It is the policy of the Board to ensure that client rights will be protected through the development of a Client Rights procedure that provides for impartial resolution of grievances. It is the policy of the Board to assure that all Board employees are informed of and are familiar with this client grievance policy. Each Board employee shall sign an acknowledgment statement documenting that they have been oriented to these policies and procedures and have received such policies and procedures in written form. The signed acknowledgment shall become part of the employee’s personnel file.

Accountability

Assistant Director, Executive Director

Definitions

Client Rights Officer (CRO): The Board’s Client Rights Officer (CRO) is the Assistant Director. The CRO is responsible for protecting client’s rights, investigate complaints, and ensure compliance with state and federal standards. The CRO services as an impartial liaison, assisting clients in navigating grievance procedures if services are unsatisfactory or rights are violated.

Client Rights

1. The Right to be treated with consideration and respect for personal dignity, autonomy, and privacy.
2. The Right to reasonable protection from physical, sexual or emotional abuse, neglect, and inhumane treatment.
3. The Right to receive services in the least restrictive environment.
4. The Right to participate in any appropriate and available service that is consistent with an individual service plan (ISP), regardless of the refusal of any other service, unless that service is a necessity for clear treatment reasons and requires the person’s participation.
5. The Right to give informed consent to or to refuse any service, treatment or therapy, including medication. A parent or legal guardian may consent to or refuse any service, treatment or therapy on behalf of a minor client.
6. The Right to participate in the development, review and revision of one’s own individualized treatment plan and receive a copy of it.
7. The Right to freedom from unnecessary or excessive mediation, and to be free from restraint or seclusion unless there is an immediate risk of physical harm to self or others.
8. The Right to actively be informed and the right to refuse any unusual or hazardous treatment procedures.
9. The Right to be advised and the right to refuse observation by others and by techniques such as one-way mirrors, tape recorders, video recorders, television, movies, photographs or other audio and visual technology. This right does not prohibit an agency from using closed-circuit monitoring to observe seclusion rooms and common areas, which does not include bathrooms or sleeping areas.
10. The Right to confidentiality of communications and personal identifying information within the limitations and requirements for disclosure of client information under state and federal laws and regulations.
11. The Right to have access to one’s own client record unless access to certain information is restricted for clear treatment reasons. If access is restricted, the treatment plan shall include the reason for the restriction, a goal to remove the restriction, and the treatment being offered to remove the restriction.
12. The Right to be informed a reasonable amount of time in advance of the reason for terminating participation in a service, and to be provided a referral, unless the services are unavailable or not necessary.
13. The Right to be informed of the reason for denial of service.
14. The Right not to be discriminated against for receiving services on the basis of race, ethnicity, age, color, religion, gender, national origin, sexual orientation, physical or mental handicap, development disability, genetic information, human immunodeficiency virus status, or in any manger prohibited by local, state or federal laws.
15. The Right to know the cost of services.
16. The Right to be verbally informed of all client rights, and to receive a written copy upon request.
17. The Right to exercise one’s own rights without reprisal, except that no right extends so far as to supersede health and safety considerations.
18. The Right to file a grievance.
19. The Right to have oral and written instructions concerning the procedure for filing a grievance, and to receive assistance in filing a grievance, if requested.
20. The Right to be informed of one’s own condition.
21. The Right to consult with an independent treatment specialist or legal counsel at one’s own expense.

Procedure

1. Each contract agency of the Board is required to establish a client rights policy, which meets the requirements of Administrative Rule 5122-26-18, Client Rights and Grievance Procedures.
2. A copy of the policy is to be posted in a conspicuous location at each agency in which services are provided, unless the certified agency location is not under the control of the provider, i.e. a shared location such as a school, jail, etc. and it is not feasible for the agency to do so. In those such cases, the agency will ensure that copies are available at the location for each person that may request a written copy. A copy of such policy is to be filed at the Board’s office. If requested, the provider shall make a copy of such policy available to the Board and/or the community.
3. A copy of the Client Rights Policy shall be distributed to each client or parent/guardian at the intake session or next subsequent appointment.
4. Each employee of a contract agency of the Board shall receive a copy of the Client Rights Policy. Each employee shall be able to explain any and all aspects of the Client Rights and Grievance Procedure to a client or a parent/guardian, upon request.
5. In case of a crisis or emergency situation, the client or parent/guardian shall be verbally advised of at least the immediate pertinent rights including, but not limited to, the right to consent to or to refuse the offered treatment and the consequences of that agreement or refusal. A printed copy and full verbal explanation of the Client Rights Policy may be delayed to the next appropriate meeting.
6. Each contract agency of the Board shall ensure that a client or recipient of the type of mental health services specified as "Community services" (information and referral service, consultation service, mental health education service, prevention service, training service, etc.) may receive a copy and explanation of the Client Rights Policy upon request.
7. Each contract agency of the Board is required to notify the Executive Director in writing within 24 hours of any verbal or written complaint alleging client rights violation. The notification will include the action taken to resolve the complaint. The resolution of the grievance shall not exceed twenty (20) working days from the date of filing the grievance, unless a specific timeline is agreed to by all parties. Should no satisfactory resolution of the grievance be reached at the agency level, the client or his representative may initiate a written complaint with the Client Rights Officer designated by the Board following notification of the results of the agency. Provisions for redress shall be made available to assist clients who cannot write or who may have difficulty in filing an appeal.

   The Board’s Assistant Director shall serve as the Board Client Rights Officer.

   Assistant Director
   North Central Behavioral Health Board
   1200 North State Route 53
   Tiffin, Ohio 44883-9799
   Telephone number: 419-448-0640
   Business hours: 8:00 a.m. until 4:30 p.m., Monday through Friday.

8. The Client Rights Officer shall:
• Be responsible to accept and oversee the process of any grievance filed by a client or other person or agency on behalf of a client.
• Meet personally with the client and/or his/her representative and Agency Client Rights officer at a mutually agreeable time within a reasonable time.
• Provide written documentation to the Executive Director of the Board within a reasonable time following the meeting regarding the grievance that was filed, identification of specific section of policy cited in alleged violation, agency efforts to resolve the grievance, and recommendations of the Client Rights Officer for resolving the grievance; and
• If the Client Rights Officer is unavailable, his/her designee shall oversee the process of the grievance. If the grievance is against the Client Rights Officer, his/her designee will be available to oversee the process of the grievance.
• Provide to the Agency and the Grieving party following approval of the Executive Director of the Board written notification of the recommendation for resolution. The Grieving party will also be provided with the names, addresses, and telephone numbers of the Ohio Department of Behavioral Health, Ohio Legal Rights Services/Disability Rights Ohio, U. S. Department of Health and Human Services, and other appropriate professional or licensing Boards such as: State Medical Board; Counselor, Social Worker and Marriage and Family Therapist Board; Ohio Physicians Association; Ohio Attorney’s General Office, and Ohio Department of Behavioral Health Administrator.
9. Should no satisfactory resolution of the grievance be reached with the Client Rights Officer, the client and/or his/her representative may appeal to the North Central Behavioral Health Board Chairperson, whose name is available upon request. Such an appeal must be requested in writing within a reasonable time following notification of the recommendation by the Client Rights Officer.
10. The Executive Director shall report the status of all grievances filed with the North Central Behavioral Health Board to the Board to determine whether further action needs to be taken. The Board will hear any appeals regarding the recommendations for resolution of the complaint. The Board will hear the grievance
    within twenty (20) working days of the appeal. The Board's decision is final. The process is the same as for the Board Client Rights Officer.
11. Failure of the Agency or the Board staff to observe timelines will result in the procedure advancing to the next step.
12. The Board shall review annually the implementation of the Client Rights Policy and Grievance procedures for each of its contracted agencies and shall receive annually from each contracted agency the Client Rights Officer's summary of the number of grievances received, type of grievances, and resolution status of grievances.
13. The Board shall keep records of grievances it receives, the subject of the grievances and resolution of each; and it shall ensure through the Community Assessment and Plan the availability of the records for review by the Ohio Department of Behavioral Health upon request. The Board's Client Rights Officer shall summarize annually its records to include number of grievances received, types of grievances, and resolution status.
14. Limited access to confidential records shall be maintained. A release form will need to be signed.