Program and Client Handbook
River City History
River City Comprehensive Counseling Services, Inc. (River City) was established in 2009 and has been committed to providing quality psychiatric and substance abuse services for individuals aged 5 through older adulthood who experience emotional, mental, and behavioral conditions that negatively impact their lives. Our therapeutic programs and structure are designed to promote recovery by improving psychiatric symptoms, preventing and assistance accessing vital community resources necessary for successful functioning in professional provides superior psychiatric and addiction services while respecting participant dignity and rights.
River City Mission and Vision – 12 VAC 35-105-570 Mission statement.
River City is committed to providing comprehensive psychiatric, mental health and substance abuse treatment programs and services that are client-driven, family-focused, and research-based. Our mission is to provide a full range of clinical treatment and support services to manage emotional, mental, and behavioral conditions, as well as substance abuse disorders.
Services provided by River City- 12 VAC 35-105-580. Service description requirements.
At River City, we set a high standard of care by offering comprehensive community and facility-based programming such as:
Intensive in-home services (IIHS): Intensive home and community based treatment (3-10 hours weekly) for individuals ages 5-16 that focuses on preserving the family system by providing interventions designed to prevent out-of-home placements such as hospitalizations, group home placements, and incarceration. The goal of these services is to stabilize the client and family system through intensive skill-building to bring about positive community functioning.
Mental Health Support Services (MHSS): Intensive home and community-based treatment (3-10 hours weekly) for individuals 16-older that focuses on assisting individuals to maintain community stability and independence through independent living skills, resource management, and monitoring of psychiatric and medical care. The goal of service is to prevent hospitalizations, homelessness, and incarceration by enhancing the individual’s coping and adapting skills.
Mental Health Clinic: Our mental health clinic specializes in providing outpatient psychiatric and substance abuse services. We provide top quality psychiatric and substance abuse services dedicated to helping children, adults, and their families restore and maintain emotional and physical health and wellness outside of a hospital setting. River City’s Mental Health Clinic offers individual and family therapy, crisis intervention, and a diverse blend of group offerings such as: cognitive and dialectical behavioral therapy (DBT) skills groups, MET groups, relapse prevention, anger management, DUI groups, and more.
Philosophy of Service
River City takes pride in providing psychiatric, substance abuse care, residential living, and community based services that is second to none. Our team of physicians, licensed clinical social workers and professional counselors, licensed-eligible, certified substance abuse counselors, and other qualified mental health professionals are available for your needs.
Structured Program of Care:
River City’s Structured Program of Care is, “A comprehensive and planned daily, weekly, monthly routine including appropriate supervision that meets the needs of the client and their family,” that includes, but is not limited to:
· Bio-psychosocial assessment
· Psychiatric evaluation
· Medication evaluation
· Individualized or Person-Centered Service Plan (ISP or PCP)
· Intensive crisis stabilization and treatment (IIH and MHSS)
· Crisis intervention
· Substance abuse treatment
· Individual, Group, and Family Therapy
· Independent case management
· Community resourcing
· Recreation and leisure activities
· Continuing care
Family Education and Counseling:
We believe that family members can be the corner-stone of successful outcomes for our clients. River City actively engages and partners with family members in the treatment process to provide the best support possible for clients. The goal of engaging the family is to help them improve communication, solve family problems, and understand and handle special situations that they may develop their own methods of managing family problems more effectively.
Mental Health Statement:
All clients will be evaluated by a licensed mental health professional. The licensed mental health professional may or may not evaluate and concur or not concur with a preexisting diagnosis. The licensed mental health professional may also provide a new or different psychiatric diagnosis along with medication. You have the right to a second opinion regarding any diagnosis that you may obtain while in services with River City.
Client Bill of Rights and Responsibilities – 12 VAC 35-105-570. Compliance with applicable laws, regulations and policies.
Every client receiving services from River City Integrative Counseling Services, Inc. has inherent rights and responsibilities. These Client Rights and Responsibilities are discussed during the assessment and admission process, distributed to clients via the Client Handbook and are posted in all of our facilities. Additionally, our professionals receive annual training on various topics related to providing and protecting client’s rights and responsibilities. Prior to the beginning of treatment services, you will read and are asked to sign the Client Orientation Checklist, which acknowledges your voluntary participation in River City programs and services and your understanding of these client rights and responsibilities and other important aspects of your health care.
Client Rights As a client you have the following rights:
· The right to quality care delivered by professionals who have met all pertinent requirements.
· The right to quality healthcare that is professional and courteous, which does not discriminate because of age, race, disability, national origin, religious beliefs, gender, sexual orientation, political affiliations or veteran status. You have a right to healthcare that is free from harassment of any kind.
· The right to safe care that is delivered in a facility that complies with safety standards. You have a right to know what measures are taken to assure your safety such as emergency preparedness drills, fire drills and inspections.
· The right to participate in the development and review of your treatment plan, including known effects of receiving or not receiving such treatment and alternative treatment as may be available.
· The right to receive care that is medically needed
· The right to refuse treatment against medical advice to the extent permitted by law. If you refuse the recommended treatment and/or leave any program or service against advice, neither River City, any employee of River City, nor our related physicians will be held responsible for any to you or others as a result of this action.
· The right to choose another provider at any time.
Least Restrictive Setting
· The right to receive treatment in the least restrictive setting that responds to your treatment needs.
· The right to have Freedom From Seclusion and Restraints used for the Management of Behavior unless clinically required.
Confidentiality – 12 VAC 35-105-570. Confidentiality of records. 12 VAC 35-105-870. Written records management policy.
· The right to confidential maintenance of information about yourself and treatment received. We may not tell a person outside this agency that you attend our programs or discuss any information identifying you as a client within our services without written authorization or as allowed by law (including court orders, medical emergency, program evaluation by Center staff, suspected abuse or neglect, to report a crime or a threat to harm someone, etc.).
· The right to have your records kept in a locked steel file in a locked room.
Access to Information and Records
· The right to inspect your own record in the presence of your primary therapist and, under most conditions, the right to have a copy of your own record at your expense.
· The right to access information in sufficient time to facilitate your decision-making.
· The right to ask your healthcare provider for current information in understandable terms regarding your diagnosis, treatment, and anticipated outcome.
· The right to exercise constitutional, statutory, and civil rights, except those denied or limited by court action. No person shall, on the grounds of race, religion, ethnicity, color, national origin, ancestry, age, handicapped, or sexual preference, be excluded from participation in, be denied the benefit of, or be otherwise subjected to discrimination under any program or activity of the River City in the provision of its services.
Protection From Abuse, Neglect, or Exploitation
· The right to humane care and protection from harm. Staff are prohibited from any use of psychological abuse, including humiliating, threatening, and exploiting actions. All instances of abuse, neglect or exploitation should be reported to River City staff immediately.
· The right to waive your rights. At no time will admission to services be conditional upon a person’s waiver of their rights. However, you retain the option to waive any of your rights. Such a waiver must be given voluntarily, knowingly, and in writing and can be withdrawn at any time.
· The right to have informed consent, refusal, or expression of choice regarding: 1) the delivery of services; 2) release of confidential information; 3) any concurrent services; or 4) the composition of your treatment team.
· The right to have your guardian, next to kin, or legally authorized responsible person be granted the right to exercise, to the extent permitted by law, your rights if you have been declared incompetent in accordance with the law; are found by your health care provider to be medically incapable of understanding the proposed treatment or procedure; are unable to communicate your wishes regarding treatment; or are a minor.
· The right to contact or consult with legal counsel of your choice at your own expense.
Consumer Advocate; Questions, Concerns, or Grievances
· The right to have your questions answered or to make complaints about services you receive or violations of these rights…and to have those complaints heard and decided promptly.
· If you have a grievance or complaint, River City staff will contact you within 3 days to discuss the complaint and update you as to the status of the investigation. Any complaint should be taken to: (1) your case manager, or (2) the River City Human Rights Advocate.
Financial: Explanation of Treatment Fees and your Bill
· The right to information regarding fees for services and programs. This includes being notified of what services may be involved, additional charges, the nature of the charges and methods of payment.
· The right to information about your bill. (The Medicaid program does not allow providers to furnish a copy of the bill to the client.)
· The right to inquire about financial assistance in paying your bill.
Client Responsibilities: As a client, you are responsible for the following:
· Provide accurate and complete information about your past illnesses, hospitalizations, medications and other matters relating to your health, and to answer any questions concerning these matters.
· Inform staff immediately if you are experiencing homicidal or suicidal ideations.
· Ask questions if you do not understand the explanation of your diagnosis, treatment, prognosis or any instructions.
· Cooperate with health care staff by following instructions concerning medications, follow-up visits, education recommendations, other essential steps in your treatment plan and to notify your health care provider if this plan cannot be followed or if problems develop.
· Inform your pharmacist when having prescriptions filled about prescription and over-the-counter medications you are currently taking.
· Inform River City or any of its professionals of the existence of any advance directive (including health care proxy, power of attorney, DNR, living will) you may have created.
· The responsibility for prompt payment of your River City bills, to provide information necessary for insurance processing, and to be prompt about asking questions you may have concerning your bill.
· Conduct yourself in an appropriate manner. Rule violations may lead to a limitation or termination of service. In some cases the police may be called. Visitors and staff shall not: 1) carry or be under influence of intoxicating beverages or illegal substance; 2) steal, attempt to steal, or deface property of River City; 3) assault or sexually harass anyone; 4) possess firearms or dangerous weapons; 5) threaten, intimidate, coerce, or interfere with other people; 6) falsify information provided to River City; 7) smoke inside any River City facilities. Services may also be limited or terminated if a client fails to keep their scheduled appointments.
Freedom of Choice
Freedom of Choice and Title VI of the Civil Rights Act of 1964 Statements
You may choose your mental health care provider in Virginia. You have the right to change mental health care provider at any time. You can also ask for a change for any reason. If you think you have a good reason, you can ask for additional changes. The change may or may not be granted depending on the circumstances.
River City complies with the Title VI of the Civil Rights Act of 1964, as amended (42 U.S.C. 2000d through 2000d-4a), which requires that no person be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving federal financial assistance on the grounds of race, color, or national origin; as well as the Rehabilitation Act of 1973, as amended (29 U.S.C 794), which states that no otherwise qualified client with a disability shall, solely by reason of her or his disability, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving federal financial assistance. The Act requires reasonable accommodations for certain persons with disabilities.
River City agrees to hold information regarding recipients confidential. A provider shall disclose information in his/her possession only when the information is used in conjunction with a claim for health benefits or the data necessary for the functioning of the state agency.
After carefully reading and having River City explain this document, I attest that I have not been coerced, bribed, offered money nor have I nor my child been offered favors for requesting services with River City Integrative Counseling Services, LLC. I choose to participate in services offered by River City Integrative Counseling Services, LLC.
A mental health advance directive is a written document that describes what you want to happen if you become so incapacitated by mental illness that your judgment is impaired and/or you are unable to communicate effectively. It can inform others about what treatment you want or do not want, and it can identify a person to whom you have given the authority to make decisions on your behalf.
The law requires mental health providers to respect your mental health advance directive, but they are not required to follow it in all cases. If instructions or preferences in your mental health advance directive are against hospital policy, are unavailable, or would violate state or federal law or immediately endanger you or others, providers are not obligated to comply with those provisions. Also, if you are involuntarily hospitalized under the Involuntary Treatment Act, or are incarcerated in jail, your mental health advance directive may not be fully honored.
Grievance Policy and Human Rights – 12 VAC 35-105-490. Written grievance policy.
River City has a Human Rights Coordinator that can assist you with the complaint and grievance process. This person also monitors staff and all programs and services to ensure that no client or family is experiencing abuse, neglect and/or exploitation of any type.
What is a Complaint?
A complaint is an informal way the state allows you to express your dissatisfaction with River City and/or its affiliates. It is a good idea to try and resolve your complaint with the person directly involved or ask the River City Human Rights Advocate to assist you, before you try other things. Explain your concern. Let the person know what would work better for you. Be clear about what your complaint is. Also, be clear about what an acceptable solution will be. Try to find some ways to reach agreement that will satisfy both you and the other person.
What is a Grievance?
There are two types of formal complaints that you may make. One type is an appeal, which is a formal complaint about an action. An action is a denial, suspension, reduction, or termination of certain services. See below for a description of the appeal process. The second type is a grievance, which is a formal complaint about any other issue.
The purpose of this policy and procedure is to prevent and resolve conflict. River City acknowledges that any client, who has a grievance or is dissatisfied with any matter concerning the programs, services or staff at River City, will have the right to lodge a grievance. River City will consider and attempt to resolve any grievance in a timely manner. Any client or group of client may lodge a grievance with River City which is of direct concern to them in terms of the grievance procedure. Management will consider all grievances in a fair and just manner. No harassment of any client who has lodged a grievance will be tolerated. River City will allow parties to call witnesses to testify.
River City will question witnesses if necessary. The investigation will not proceed if the aggrieved party is not present. Any client lodging a grievance may be accompanied and represented at any stage of the procedure by a colleague of his/her choice. The grievance procedure may be used by all client of River City.
Step 1: Lodge Complaint
A client who has a grievance must first notify his/her assigned case manager, who will attempt to resolve the issue within 24 hours of the issue being raised. The manager will inform Human Resources of the grievance.
If the client is not satisfied with his/her case manager(‘s) decision, then the client will have to raise a formal grievance with the next level of Management within two work days of the supervisor/manager(‘s) decision.
Step 2: Formal Grievance
If the client is not satisfied with the case manager’s decision, or if the grievance poses concerns for the client’s case manager, then the client shall complete a formal Grievance Form and submit the form to the Management Team within two work days of the case manager’s decision.
The Management Team will schedule a meeting within three work days after having received the formal Grievance Form. The time period may be extended upon agreement by the parties concerned. The Management Team will review the information. The individual filing the formal grievance may be called to attend a meeting if deemed necessary by the Management Team. In the event that a meeting is deemed necessary, the meeting should be attended by the client, case manager, the immediate supervisor, and will be chaired by the manager. In any meeting conducted by the Management Team, with or without the presence of the client, the manager will ensure that minutes are kept of the meeting, whether written or on a tape recording device, however, any decision made will be recorded on the Formal Grievance Form by the manager.
If no satisfactory resolution or decision is reached within two work days of the meeting, The Management Team will assist the client with the next step. This will be noted on the formal Grievance Form and the client will be advised to take the issue to the Human Rights Advocate. This step should be done within two work days.
Step 3: Human Rights Advocate
This is the highest level within the Company’s appointing authority.
The Management Team (in Step Two) will advise Human Rights Advocate who will review all documents pertaining to the incident. The Human Rights Advocate will review the documents and provide the client with the company’s decision in writing within two work days. The decision made by the Human Rights Advocate will be final. The Human Rights Advocate will advise the client of their rights if the decision reached is not found to be satisfactory by the client. The Human Rights Advocate will supply further contact information for contacting the State Human Rights Committee if necessary.
Notice of Privacy
1. Who We Are
This notice describes the Privacy Practices of River City Integrative Counseling Services, Inc. (River City) and includes all individuals who work in or for our programs and services.
2. Our Privacy Obligations
We are required by law to keep your health information (protected health information- PHI) private in many situations, to inform you of these practices and to follow the practices set forth.
3. Disclosing and Using Your Information With Your Consent
When you begin receiving care from River City, we will ask you (or your legally authorized representative) to sign a consent form that will permit us to provide care for you. We will also ask you to sign a reimbursement form granting us permission to obtain preauthorization for your care and/or to bill for the care provided. This may also include providing us with copies of your medical and personal information which may be use for reimbursement as needed. You may revoke your permission that allows us to use your information after the date of revocation, but you must do so in writing. Please note that revocation may affect our ability to provide you with services.
4. Using Your Information (PHI) With Your Authorization
As described above, we will use your signature on the consent form to release information for treatment, payment, or other health care operations. We may use the PHI for other reasons only when we:
a. Have specific authorization signed by you or your legally authorized representative or;
b. There is an exception as described below in section 5.
Please note: You have the right to withdraw (revoke) your permission at any time. You can do this by sending the Chief Executive Officer at River City written letter.
There may be times when we are unable to obtain your authorization and it is necessary for us to use or disclose your information. In this event, we will only release necessary information. Examples of when your PHI might be released without your authorization includes:
· Emergency medical treatment
· Medical treatment or care required by law
· Suspected abuse and neglect of children and incapacitated adults
· Reportable incidents to the public health authorities to help stop the spread of diseases
· If you are believed to represent a threat to the safety of yourself or others
· If requested by licensing organizations such as the Department of Behavioral Health and Developmental Services, Department of Medical Assistance, etc.
· In the case of death we must report to the coroner and notify the organ bank
· Worker’ Compensation (only pertaining to the injury relating to the compensation)
· Reports to the Food and Drug Administration regarding consumed products
· May permit access to information to students, contracted agencies for the Department of Health and Human Services and others who are conducting research activities which have been approved by Administration
6. Your Rights
· You may contact the Chief Executive Officer if you want more information about your Privacy Rights or our Privacy Practices or are concerned that we have not followed our own rules. You may also file a written complaint with the Director of the Office for Civil Rights. This information is readily available upon request and we will not retaliate against you if you file a complaint of any kind.
· You may request access to your PHI. All reviews are supervised. You may receive a copy of your record for a reasonable charge. We will provide a copy of your discharge summary free of charge.
· You may request that we amend your records. We will comply with your written request or respond in writing if we do not feel that an amendment is appropriate. You have the right in either case to add your own addendum to the records. A copy of this addendum will be released whenever we release copies of your record.
· We will accommodate within reason any written request that asks us to communicate with you by a different means of communication or at a change of address.
· You may request a list of recipients to whom your PHI may be released for purposes other than treatment, payment, and operations. You are entitled to one free “accounting” per 12-month period. There will be a reasonable cost for additional requests.
· You must receive a copy of this notice of Privacy Policies.
· You may ask, in writing, to restrict the use and disclosure of your PHI. We cannot promise to grant every written request, but in the event that the request is granted, you must abide by the agreement.
· If you wish to give us access to you after you leave a hospital or other medical treatment facility, please do so in writing.
7. Effective Date
These requirements are effective as of April 14, 2003. We reserve the right to change the terms of this notice at any time. If we do so, we will place the updated version in the waiting areas and on the River City website. You may also receive a copy of the updated notice from the Chief Executive Officer.
Client Satisfaction – 12 VAC 35-106-620. Monitoring and evaluating service quality.
River City performs both face-to-face and written surveys to see how you feel about the services you are and have received. Questions are about access, quality, and appropriateness. Your participation is voluntary; however, we strongly believe that your voice is the best way to improve the system. Therefore, we hope that if you are contacted, you will take the time to respond.
General Policies and Procedures
Hours of Operation – 12 VAC 35-105-690.
Community-based Service Hours: 365/24/7 days weekly
Mental Health Clinic Hours:
River City Office Hours
Access to After-Hour and Emergency Services – 12 VAC 35-105-540. Access to telephone in emergencies; emergency telephone numbers.
River City defines an emergency or crisis as: “A Situation in which a client presents an immediate danger to Self or Others or is at risk of serious Mental or Physical Health deterioration.”
Medical Emergency is an injury or illness that is acute and poses an immediate threat to a person’s life or long-term health.
Psychiatric Emergency: Symptoms and conditions behind psychiatric emergencies may include attempted suicide, substance dependence, alcohol intoxication, acute depression, presence of delusions, violence, panic attacks, and significant, rapid changes in behavior. These behaviors are self-injurious, assaultive, or cause serious property damage and other severe behavior problems that are pervasive and maladaptive for which instructional/behavioral approaches specified in the Client’s ISP are found to be ineffective.
In an Emergency:
· Call 911 for assistance if the emergency is life threatening, or may result in immediate physical harm to another person or yourself; then IIH and MHSS clients please call your River City Counselor.
· Mental Health Clinic clients please call the general response number 804-230-0999 and your River City clinician will contact you within 30 minutes.
Important Numbers: All important numbers will also be posted in each facility based program.
Police Non-Emergency 748-1251 OR 748-1431
Poison Control 1-800-222-1222
RBHA Crisis Hotline 1-804-819-4000
Henrico Crisis Hotline 1-804-261-8484
After-Hours Local Crisis Hotline 1-804-966-2496
National Suicide Crisis Hotline 1-800-784-2433
Richmond Department of Social Services 1-804-646-7212
Henrico Department of Social Services 1-804-501-4001
Richmond Department of Social Services- Family Violence Intervention Program 1-804-646-7183
Virginia Family Violence and Sexual Assault Hotline 1-800-838-8238
Disaster Relief (American Red Cross) 804-780-2250
Behavior Management Philosophy and Policy – 12 VAC 35-105-800. Policies and procedures on behavior management techniques.
River City’s philosophy and policy regarding behavior management techniques focuses on assisting the client to access their innate abilities or those taught to manage their own behaviors. We believe that each client has the ability to modulate their emotional states for improved behavioral outcomes with or without River City assistance and support.
River City will always utilize the least restrictive method of assisting a client in managing their behavior and gaining self-control in their life. We wholeheartedly believe that the Client and collective relationships that we foster lay the groundwork of mutual respect and trust for this to happen.
Physical restraint will only be used to control unpredictable behavior, which poses clear and present danger of serious physical harm to the individual or others or serious property damage and which cannot be immediately prevented by a response less restrictive than the temporary application of a technique used to contain the behavior. In the event that a physical restraint becomes necessary, staff will only implement Crisis Wave, a noninvasive restraint in which all staff are fully trained to safely implement. The Management Team will be contacted immediately and a report will be filed for the client’s file. Further assistance such as Police may be notified depending on the severity of the incident.
Weapons Policy – 12 VAC 35-105-310. Weapons.
Weapons of any kind are strictly prohibited while you are receiving services from River City. You may not have any type of weapon in our facilities, on our grounds, within 500 feet of our facilities and grounds, or while receiving services in the community. If it is suspected that you have a weapon or item that may used as a weapon River City staff will ask you to store this item elsewhere and/or contact the Police, if necessary.
Tobacco-Free Environment Policy
River City offices are tobacco free environments. We want to maintain an attractive facility for everyone and assist you with achieving and maintaining your health. There is no smoking in the front or sides of our building. A designated smoking area with smoke receptors will available for you to use as needed or applicable to your program. If you are interested in a smoke-free lifestyle, please speak to River City staff for assistance with smoking cessation strategies.
Emergency Preparedness – 12 VAC 35-105-530. Emergency preparedness and response plan.
The primary purpose of River City’s Emergency Response Plan is to establish a strategy that ensures the safety and well-being of clients receiving services and our employees in the event that an emergency occurs. Our Management Team stays abreast of national, state and local news and works with local authorities to coordinate our Emergency Preparedness Plan. We also ensure that our employees maintain a state of readiness and ability to respond to emergencies through training and development initiatives. In the event of an emergency, i.e. flood, hurricane, severe weather, your assigned River City staff will contact you with instructions (Community-Based) and/or an “emergency message” with instructions will be available at 804-230-0999 (Facility Based).
Please note: River City Staff are available 24-hours daily, 7-days weekly and 365-days yearly for your health and wellness.
Building Layout and Evacuation Plans – 12 VAC 35-105-690. Orientation. 12 VAC 35-105-280. Physical environment.
Every building and facility used by River City will have appropriate building layouts and evacuation plans clearly displayed in open areas. All buildings and facilities will be handicapped accessible and will be an environment conductive to treatment. Routine fire, evacuation, and emergency drills will be a part of residential programs and all staff and clients will be made aware of proper routes for evacuation of a building in case of emergency in our facility based programs. In the event of any emergency, clients will evacuate the building according to the evaluation plan. Staff will ensure the safety of all clients and call 911 or other appropriate emergency numbers.
Inclement Weather Policy
When the weather is severe enough that Richmond Public Schools (RPS) cancels school, certain programs facilitated by River City will be cancelled. This includes individual as well as group therapists. The Veterans Employment Program offices will also be closed. Clients can call the office at 804-230-0999 by 8:00 AM to confirm the list of services that will be cancelled. Community-based programs such as intensive in-home and mental health support services will continue as scheduled with potential modifications. Residential programs will also continue as scheduled with potential modifications to the daily schedule.
River City programs accept the following payment methods for services: self-payment, Medicaid, state financed insurance (other than Medicaid), private health insurance and military insurance (e.g., Va., Tricare) as forms of payment, as well as VISA, MasterCard, and personal checks. A sliding fee scale (fee is based on income and other factors) is also available for payment assistances if applicable.
You may use your insurance to pay for services or you may choose to pay out of pocket for your treatment. Some patients have no insurance and pay for treatments themselves. You may be responsible for paying your co-payments while you are attending the program. To find out the cost of this option, make financial arrangements, and payments prior to starting the program, you would need to contact our Business Office at 804-230-0999.
Understanding Your Insurance Benefits
You will meet with the Business Office prior to your intake assessment so that they can determine your insurance benefits and help you plan your financial options. Feel free to ask about any concerns you have regarding financial matters.
Most medical insurance plans require pre-certification, meaning that the particular insurance company must be contacted prior to services and given clinical information to determine if services meeting their criteria for treatment. Each insurance company has their own policy. Many insurance companies have contracted with another company that specializes in managing access to treatment, and this company can approve, decline, and limit the treatment for which they are willing to pay. When you come into the program, if they approve your participation, they usually give authorization for you to come for a specific amount of time, typically 1 to 10 days initially and will then schedule a date to review your progress and determine whether you can continue with services. The Business Office manages all these calls for authorization. If you have questions about insurance authorization, please contact your Clinical Care Manager.
Pricing for Services – 12 VAC 35-105-230. Written fee schedule. 12 VAC 35-105-240. Policy on funds of individuals receiving services.
As stated in the Client Bill of Rights and Responsibilities, it is your right to understand all of your financial charges or potential charges as it relates to your case. We do not supply specific information related to service billing in this handbook as all service prices are subject to change according. Please see your direct care worker, program manager, to contact the office directly for specific pricing information.
Release of Liability – 12 VAC 35-105-220. Indemnity coverage.
As a voluntary participant of River City Programs, you have signed a release of liability to include transportation, consent to search, proper use of restraint, photography of clients, and use of medical care as necessary. This release is for any and all liability for personal injuries (including death) and property losses or damage occasioned by, or in connection with any activity or accommodations for this event. The undersigned further agrees to abide by all the rules and regulations promulgated by River City and/or its affiliate groups and vendors.
Upon intake, each client will be introduced to their assigned Staff Member, Group Administrator, or Therapist. Contact numbers of applicable and appropriate staff will be given to every client in order to schedule appointments, arrange transportation, or to assist with crisis emergency situations.
On behalf of the staff at River City Integrative Counseling Service, Inc., we wish to thank you for choosing our services. Whether you are an adult, child or parent, we aim to offer you comprehensive services specifically tailored to meet you individual needs. We believe the client comes first and are dedicated and committed to working with you side by side to deliver the most effective treatments that will allow you to live the best life possible.
We hope that this handbook has answered some of your questions regarding programs and services offered by River City Integrative Counseling Services, Inc. Your interest, involvement, and participation will be key to your continued success. We look forward to working with you to meet all of your treatment goals.