Confidentiality, Gratuities/Influence, Client Grievance or Complaint Process, Patient/Client Rights and more…
The confidentiality of persons receiving services at an Alchemy location or program is protected by federal and state law. Information concerning clients and/or their treatment will not be revealed or released without the written consent of the client except in the following instances:
24-Hour Cancellation Policy
It is the policy of Alchemy to charge a $25 no-show/cancellation fee if a client does not cancel or reschedule 24 hours prior to receiving any medical service with the nurse or physician.
The bill cannot be forwarded to the insurance provider and is the client’s responsibility to be paid. If the physician is over 1 hour late for a client’s scheduled appointment, the client can be rescheduled with no charge. It is the client’s responsibility to arrive at the appointment at the scheduled time.
No employee, board member, volunteer, or other persons affiliated with Alchemy will accept gifts of material value, favors, or remuneration for personal gain from any individual, client agency, cooperation, or organization that does business with Alchemy. Additionally, no employee, board member, volunteer, or other persons affiliated with Alchemy will attempt to influence decisions of any funding source through donations of cash, promises of special consideration, or suggestions of any valuable contributions.
Clients may voice complaints or concerns during any group or individual sessions at Alchemy. Clients may also voice complaints or concerns to the Clinical Director, who will attempt to resolve the issue. Comment cards and confidential boxes are located in the lobbies of each office location for clients to make suggestions or comments. Please refer to posted placards located at each site for further information on these processes.
Clients may voice complaints or concerns utilizing any of the following avenues:
Alchemy does not seclude or restrain clients. Any threatening or violent behavior will be reported to the police immediately.
The safety of our staff and clients is a priority at Alchemy. All facilities are equipped with fire extinguishers, first aid kits, and emergency exits. Signage at each facility will orient you to the emergency exits as well as point you to fire extinguisher locations. First aid kits are accessed by Alchemy employees as needed. All employees follow Universal Precautions outlined by the Centers for Disease Control (CDC).
These precautions include but are not limited to: hand hygiene, use of personal protective equipment (e.g. gloves, gowns, facemasks) depending on the anticipated exposure, respiratory hygiene and cough etiquette, safe injection practices, and safe handling of potentially contaminated equipment or surfaces in the patient environment.
What can you do to help prevent the spread of infection?
A non-emergent call for clients of Alchemy after normal business hours may leave a message using the call tree answer phone and a staff member will return calls the following business day. Also, clients or potential clients may send an inquiry through our website www.acercanhelp.
A person calling in crisis, an emergency situation, or a Current ACER Client needing to speak with the on-call medical staff, may contact the on-call therapist\administrator with the 24-hr, 7 days a week answer phone (1-866-825-2238), or call 911, or go to the nearest emergency room, or 1-800-749-2673(COPE)
You have the right to…