Members: General Information: Rights & Responsibilities


HBI believes that members should know their rights and responsibilities.  Please carefully review the following information.

Member's Rights
As a member you are entitled to:

• Receive information about HBI services, procedures, and clinical guidelines.
• Be treated with respect, courtesy, and dignity.
• Participate in decisions regarding your treatment, recommended treatment plans, and length of counseling.
• Participate in discussion of treatment options regardless of cost or benefit coverage.
• Have your information and records treated confidentially, in accordance with State and Federal laws.
• Voice complaints or appeal about services received by HBI providers.
• Make suggestions and give comments to HBI regarding our policies and procedures.
• Receive prompt, competent, and courteous treatment from HBI providers and personnel.

Members Responsibilities
As a member you are entitled to:

• Get involved.  It is your responsibility to provide clinical and psychosocial information in order for your provider to render and prepare clinical evaluation and treatment.
• Participate in and follow through with your agreed upon treatment plan when therapy was initiated.
• Report unexpected changes in your physical/mental/social condition to your practitioner.
• Treat HBI personnel and providers with courtesy and respect.
• Refuse treatment any time.  However, if you do so, you are responsible for any outcome of your decision.
• Read your own insurance certificates/evidence of coverage/other material outlining your behavioral health coverage.
• If you do not understand the information, you should ask questions either to network providers, insurance company, human resources, or HBI staff.
• Follow procedures for authorization, as dictated by your health plan.

Appointments

• Keep scheduled appointments and be on time for your sessions.
• If you have to cancel your appointment, call your provider at least one day in advance.

Financial

• Pay your financial responsibility at the time of service, if applicable.
• Know your benefits and exclusions of your health plan.
• Inform HBI or your provider about any changes in your eligibility or coverage.

Issues and Concerns

• Advise HBI staff of any problems you may have and work with your representative to help resolve the issue.
• Follow the procedure outlined in your health plan benefit regarding complaints and appeals.
• Ask questions about the health care and services you are receiving.