VALLEY

Agency History Office Hours of Operation

Continuity of Policies - Right to Change or Discontinue Our Philosophy Service Fees and Insurance Accepted Consumer Rights and Responsibilities Consumer Responsibilities Consumer Rights Consumer Complaints Surveys

Services Offered at Valley Treatment Options for Substance Use Disorder Discharge from Service

Education about Advanced Directives

Philosophy on Behavioral Interventions (Adaptive De-escalation Alternatives-ADA) Emergencies or After-Hours Services Questions Related to Medications

Illegal Drugs Weapons Fire and Safety Notification Referring a Friend

Religion and Spirituality Holiday Schedule/Office Closures Privacy Statement Changes to this Notice of Privacy Practices

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The Agency reserves the right to change existing policies or introduce new policies pertaining to the program at any time.

If you have questions or do not understand any information contained in this handbook, please contact your individual service provider for assistance. Each consumer will be assigned a Care Coordinator who will be your primary contact for services or questions.

Valley HealthCare System was founded in 1969. Valley was one of the first community behavioral health centers in the state. Today we are one of thirteen, serving four counties in the north central region of West Virginia - Marion, Monongalia, Preston, and Taylor counties.

Outpatient offices: 8am - 5pm; Monday - Friday (some evenings/weekend hours available)

Valley Treatment Center Residential Programs: 24/7

Mission Statement Valley HealthCare System shall improve our community's health by delivering the highest quality behavioral healthcare guided by our consumer's needs.

Continuity of Policies - Right to Change or Discontinue

Valley HealthCare System reserves the right to revoke, change, or supplement the guidelines at any time without notice. Such changes shall be effective immediately upon approval by management unless

No policy is intended as a guarantee of continuity of benefits or rights.

Along with the mission statement, we also believe in person-centeredness and positive creative service approaches to individual challenges. Our focus is to provide evidenced bases cost-effective services. We are dedicated to operating in a manner that is respectful, responsible, and resourceful. Consumers are encouraged to invite family/friends and other members of their natural support system to be part of the

Service Fees and Insurance Accepted

Valley HealthCare System accepts a variety of public and private insurances and will work with your insurance provider to ensure approval of needed services. If co-payments are required by your insurance, those co-payments are expected at the time of service. For individuals without insurance, payments for services will be determined based on Valley HealthCare System's sliding fee scale. The sliding fee scale is available upon request. Valley HealthCare System can provide assistance in applying for public insurance and other grant coverage for services.

Consumer Rights and Responsibilities

oBe on time for scheduled appointments and stay for the scheduled duration

The Agency reserves the right to change existing policies or introduce new policies pertaining to the program at any time.

When possible provide a 24 hour notice of cancelation by calling 304-296-1731 Disengagement from services for a period of 60 days or longer without contact, can result in an administrative discharge from services. o Parents/guardians should remain on the premises when a minor is receiving services. oParticipation in clinical assessment and treatment planning services Upon admission and annually thereafter (unless otherwise specified) each consumer will receive a comprehensive clinical assessment which will identify problems for treatment, conduct primary health screenings, and if applicable measure progress with treatment. Upon admission and every 90 days thereafter (unless otherwise specified) each consumer will have a person centered treatment plan developed/reviewed outlying the plan to address issues discovered during the clinical assessment. This review will occur at the interdisciplinary team (IDT) meeting, and the consumer's participation is required. If a consumer's clinical assessment and/or treatment plan are not updated within the specified time periods, treatment services (such as therapy and medical services) may be suspended until these items have been completed. oBe engaged in treatment Complete out of session assignments/activities Do not use substances during services Be honest with your treatment providers Communicate barriers to treatment or progress to your treatment providers Be respectful and protect the privacy of yourself and others Treat staff and other consumers with respect and dignity (threatening disrespectful, and/or disruptive behavior can result in a consumer being removed services) Ensure a private setting free of distractions when receiving telehealth services When possible try to have: A good internet/data connection A working camera/microphone A private room (others should not be able to hear your conversations oInformation disclosed during group services should remain private and not discussed outside of the group Consumer Rights At Valley HealthCare System we value each of our consumers and want you to be aware of your rights. If at any time you do not feel as if any of these rights are not being upheld please let us know.

oTo have access to qualified and highly trained behavioral health providers.

To be treated with respect and dignity at all times. To have your privacy protected at all times. To receive treatment provided in a fair and impartial manner. To have an individualized plan of care that is reviewed with you prior to implementation and at various intervals during treatment. To have a choice in the treatment that is provided. To have services provided as outlined in your plan of care. To be informed of any changes in treatment and the rationale for those changes.

The Agency reserves the right to change existing policies or introduce new policies pertaining to the program at any time.

To be provided with adequate notice if any appointments are canceled or rescheduled. The right to express any dissatisfaction about your treatment received without fear of reprisal.

Consumer Complaints To ensure we are respecting the rights of all our consumers, we have a formal grievance process that can be accessed by any consumer either via phone call or a formal written complaint. All complaints will be reviewed in a timely manner and a resolution provided to you as soon as possible. Please report any issues related to the quality or nature of your care, inappropriate staff behavior, inappropriate behavior by another consumer, any instances of abuse, neglect or exploitation, and/or rules or restrictions believed to be unfair.

Consumer complaint line: 304-296-1731 extension: 4901

oWritten compliant: You may request a consumer complaint form from our front desk staff or on our website at any time. Fill out the compliant form and return it to our front desk staff.

oWe will be asking you to periodically take an online survey. These surveys might occur at intake, after 90 days, at discharge, or at various points after discharge to help us to improve our programs. oPlease rate your experience at Google Reviews and YELP and follow us on Social Media!

Code of Ethics Valley HealthCare System is committed to the pursuit of excellence in the provision of services to persons with behavioral health, physical health, or developmental disabilities that may limit full participation in daily life. The agency encourages and expects high standards of performance throughout the organization. Those serving at all levels of the organization including the CEO, managers, and supporting staff are expected to perform their duties competently, honestly, compassionately and with commitment to the highest standards of ethical conduct. This Code of Ethics is designed to provide guidance to all employees in the company in achieving the expected level of ethical conduct. In maintaining the ethical standards required by the agency, each employee will: Provide all services in a manner that demonstrates the utmost respect for the humanity and dignity of each person served; Provide competent, caring service/support to each individual consistent with the goals in the person-centered plan; Comply with all local, state, and federal rules/regulations/laws governing the service provided; Protect all persons served from abuse, neglect or exploitation; Provide the individuals served with the information they need to make informed decisions about their services; Communicate with persons served in a manner that is respectful and best helps them understand the information being presented; Protect the confidentiality of all information related to persons served; Recommend only those services/treatments considered to be beneficial to the individual; Document honestly and accurately all services provided and bill responsible payers only for services provided;

The Agency reserves the right to change existing policies or introduce new policies pertaining to the program at any time.

Observe professional boundaries that are conducive to therapeutic or collegial relationships Avoid conflicts of interest such as:

Exchanging gifts, money, or gratuities Personal fund-raising while at work Misuse of personal or real property of individuals served or property owned by the agency Witnessing non-Agency legal documents Buying or selling goods to individuals served unless approved in writing by the CEO.

Medication Assisted Treatment for opioid and alcohol use disorders.

Crisis support line/Mobile crisis team available 24/7: call 1-800-232-0020

Short-term residential treatment to address crisis situations and/or provide supervised withdrawal services during detox from substances.

Residential-based treatment for substance abuse and/or co-occurring mental health issues Intensive Outpatient Program High intensity substance abuse services provided in the outpatient setting. Therapy Services to assist in discovering the core causes of addictions/mental illness, including the identification of triggers and the development of coping skills. Children's and Family Services:

Services focused on the treatment of children and/or families.

This service assesses the need for and monitors medication to treat behavioral health issues.

Primary Care Services Services provided to address medical problems including the control of infectious diseases. Targeted Case Management/Care Coordination Helps access resources in the community, coordinates care, and advocates on your behalf. Counseling Helps consumers learn how to apply learned skills in daily life. Peer Recovery Support Services Services provided by staff with lived experience to assist and provide support to consumers during the treatment

The Agency reserves the right to change existing policies or introduce new policies pertaining to the program at any time.

Consumer Orientation Handbook High intensity outpatient services to provide clinical and supportive services to at risk consumers. Day Treatment Services Clinic and community-based services designed to improve community and daily functioning. Please discuss with your treatment team if you are interested in receiving any of these services or call us at 304-296-1731 for more information.

Treatment Options for Substance Use Disorder

Medication Assisted Treatment (MAT) Long term treatment involving the use of approved medications and professional therapy to help manage opioid and alcohol use disorders in a clinic setting.

Medication Assisted Treatment (MAT)

Low Intensity/frequency services designed to treat substance abuse and/or co-occurring disorders disorder in the outpatient, utilizing a combination of therapy, counseling, and other support services to help consumers learn coping skills to live a life free of substances.

Peer Recovery Services Peer Recovery Support services facilitate recovery from substance use disorders. Services are delivered by trained and certified peers who have been successful in their own recovery process and can extend the reach of treatment beyond the clinical setting into the community and home environment to support and assistance in order to remain engaged in the recovery process.

Intensive Outpatient Services High intensity/frequency services designed to treat substance abuse and/or co-occurring disorders in the outpatient setting. Consisting of therapy, counseling, and community support, intensive outpatient programs helps consumers learn coping skills to live a life free of substances while remaining out of residential treatment.

These are programs for adults ages 18 and older who have been diagnosed with a substance abuse and/or co- occurring substance abuse/mental health disorder. Short-term residential services are typically less than 30 days. Long-term residential services are typically more than 30 days. This level of care is appropriate for those patients who have difficulty being treated in an outpatient setting. Residential treatment includes a wide variety of services with the provision of these services being individualized to the needs of the client.

Withdrawal Management Services Supervised detox service utilizing medications to alleviate discomfort while allowing the patient to detox from all substances. Please discuss with your treatment team if you are interested in receiving any of these services or call us at 304-296-1731 for more information.

You have the right to request to be discharged from any program at any time, for any reason. You have the right to appropriate discharge and/or transition planning. In some instances the agency may decide to administratively discharge you from services for the following reasons:

oChanges in service definition requirements for eligibility, oIt is determined that you need service(s) not offered by the Agency, You are not participating in services as it is defined in your Person Centered Plan,

The Agency reserves the right to change existing policies or introduce new policies pertaining to the program at any time.

Not showing for appointments or failure to pay. If you are discharged and continue to need services then the Agency will ensure linkage to appropriate care with 72 hours of discharge.

Restrictions of Services You have the right to be free from the threat or fear of unwarranted suspension from services. Suspension of services would occur when the reasons listed below present a temporary problem but can be corrected (as determined by the Clinical Director Suspension from services would occur at such time when it is in your best interest or the company's due to one or more of the following reasons:

oImminent danger of abuse to other individuals exists or staff; oExtensive property damage poses an imminent risk of danger to self or other persons; Funding for treatment/care does not meet your clinical needs; I Individual's choices or excessive defiant behaviors exceed the company's ability to provide adequate support; o Failure to pay/refusal to update insurance requirements Any of these behaviors will result in the removal of the person served from some or all of the services available. Valley HealthCare System will attempt to continue delivering services to the person served in an environment that is more restrictive. When the Clinical Director determines that the behaviors or attitudes that cause restrictions have been resolved, the person served will be allowed to return to the previous level of services.

If the behaviors or attitudes continue or worsen, the Clinical Director will determine if the person served is in need of higher level of care, discharge or transition. If you are suspended from services you will be notified of the reason(s) for the suspension and what conditions must be met for you to resume services.

All participants in our programs will have their confidentiality ensured by the Health Insurance Portability and Accountability Act (HIPAA Any consent for the release of information will be read and explained as much as may be necessary. The information being requested will only be used for the specified purpose and protected as directed by State and Federal HIPAA regulations.

Education about Advanced Directives The Agency will provide forms and instruction about advanced medical and mental health directives AT

Philosophy on Behavioral Interventions (Adaptive De-escalation Alternatives-

Valley HealthCare System utilizes de-escalation techniques when necessary to ensure a safe and healthy environment for all consumers, employees, and community members. Valley HealthCare System implements a zero-tolerance policy on the use of seclusion or restraint of consumers in any form or fashion.

Emergencies or After-Hours Services

For crisis support at any time consumers may access the following resources:

The Agency reserves the right to change existing policies or introduce new policies pertaining to the program at any time.

Questions Related to Medications

Leave a message for our medical team at 296-1731 Ext: 4214

Dress This is a comfortable and casual environment. Please be respectful when choosing your attire, by avoiding suggestive clothing, t-shirts with inappropriate or offensive messages. We have learned that individuals feel better when they dress in a clean and neat manner, but we also understand that it can be a struggle. Even if you don't feel like "cleaning up", you are still encouraged to join us.

Tobacco Use Tobacco use is prohibited in all Agency offices. Smoking areas are available outside of the building for adult smokers. Please only smoke in designated areas.

Medications We understand that you may have prescription or over-the-counter medications with you when you visit our office locations. We ask that you do not bring medications onto the premises unless absolutely necessary or requested by your service provider. If you must have medications with you when you are visiting our offices, please keep your medications on your person at all times.

No weapons are allowed in agency offices or while in the community with staff. Weapons are considered anything which may cause physical harm. This includes, but is not limited to: guns, knives, pepper spray,

Valley HealthCare System is committed to the safety of all consumers and individuals we support have the right to a hazard-free environment when receiving services within our facilities. Exit route maps, and emergency phone numbers are posted throughout the facility. Fire extinguishers and suppression equipment is located in plain sight in all locations and is in working condition. First Aid kits, Narcan, and spill kits are

The Agency reserves the right to change existing policies or introduce new policies pertaining to the program at any time.

located in designated areas throughout all of our agency offices. All consumers will be notified of location and how to access emergency routes and equipment at the beginning of services. Consumers are encouraged to notify staff of any health or safety concern they observe while on the premises.

We would love for you to tell your friends about our programs and would be happy to arrange a meeting with them.

Personal Items Please do not leave any personal items unattended at the Agency office or staff's vehicle. We cannot be held responsible for any lost, stolen or damaged items.

We provide care to individuals from families with varied religious backgrounds and beliefs. We do not promote or teach religious doctrine at our centers; however, we have designed our learning programs to teach caring and respect for others, regardless of their background.

Holiday Schedule/Office Closures

The following list includes Holidays when the office is closed. Check with your staff regarding service availability for these days. New Year's Day Memorial Day Independence Day Labor Day Thanksgiving Day Day after Thanksgiving Christmas Eve

We understand that information about you and your health is personal. The agency is required by law to maintain the privacy of your health information, to follow the terms of this notice, and to provide you with this notice of our legal duties and privacy practices with respect to your health information. We are required to follow the terms of the notice that is currently in effect. A paper copy of this notice may be obtained from the agency upon request. How the Agency May Use or Disclose Your Health Information: The agency protects the privacy of your health information. For some activities/emergencies or other exceptions detailed in General Statutes or in 45 CFR 164.512 of HIPPA, we must have your written authorization to use or disclose your health information. However, the law permits the agency to use or disclose your health information for the following purposes without your authorization: For Payment: We may use and disclose your health information SO that your services may be billed to, and payment may be collected from an insurance company or a third party. For Health Care Operations: We may use and disclose health information about you for quality assurance operations. Unless you provide us with alternative instructions, we may send reminders and other materials related to your health care to your home. These uses and disclosures are necessary to run the agency and make sure that you receive quality customer service.

The Agency reserves the right to change existing policies or introduce new policies pertaining to the program at any time.

Consumer Orientation Handbook As Required by Law. We will disclose health information about you when required to do SO by federal, state or local law. To Avoid a Serious Threat to Health or Safety. We may use and disclose health information about you when necessary to prevent a serious threat to your health and safety or the health and safety of the public or another person. Any disclosure, however, would only be to someone able to help prevent the threat. oPublic Health Risks. We may disclose health information about you for public health activities. These activities generally include the following: (1) to prevent or control disease, injury or disability; (2) to report reactions to medications or problems with products; (3) to notify people of recalls of products they may be using; (4) to notify a person who may have been exposed to a disease or may be at risk for contracting or spreading a disease or condition; and (5) to notify the appropriate government authority if we believe a person has been the victim of abuse, neglect or domestic violence when required or authorized by law, oFor Health Oversight Activities. We may disclose health information to a health oversight agency for activities authorized by law. These oversight activities, which are necessary for the government to monitor the health care system, include audits, investigations, inspections and licensure. oLawsuits and Disputes. If you are involved in a lawsuit or dispute, we may disclose health information about you in response to a court order or administrative order. We may also disclose health information about you in response to a subpoena, discovery request or other lawful process by someone else involved in the dispute, but only if efforts have been made to tell you about the request (which may include written notice to you) or to obtain an order protecting the information requested. oFor Specific Government Functions. The Agency may disclose health information for the following specific government functions: health information of military personnel, as required by military command authorities; health information of inmates, to a correctional institution or law enforcement official; in response to a request from law enforcement, if certain conditions are satisfied; and for national security reasons. oAdvance Instruction: Professionals may disclose advance instruction for mental health treatment or confidential information from an advance instruction to a physician, psychologist, or other professional when it is determined that disclosure is necessary to give effect to or provide treatment in accordance with the advance instruction. oNext of Kin/Family Member/Designee/Advocate: In response to a written request of the next of kin/family member/designee/advocate who has a legitimate role in the therapeutic services offered, the Agency shall: Provide the information requested based upon determination that providing this information will be to the consumer's therapeutic benefit, and provided that the client or his legally responsible person has consented in writing to the release of the information requested; or oRefuse to provide the information requested based upon the responsible professional's determination that providing this information will be detrimental to the therapeutic relationship between client and professional; or oRefuse to provide the information requested based upon the responsible professional's determination that the next of kin/family member/designee/advocate does not have a legitimate need for the information requested. The CEO or Clinical Supervisor will make this determination. When the Agency May Not Use or Disclose Your Health Information - Except as described in this Notice, the Agency will not use or disclose your health information without your written authorization. If you do authorize the Agency to use or disclose your health information for another purpose, you may revoke your authorization in writing at any time.

The Agency reserves the right to change existing policies or introduce new policies pertaining to the program at any time.

Consumer Orientation Handbook oYou have the right to request restrictions on certain uses and disclosures of your health information. The Agency is not required to agree to a restriction that you request. If we do agree to any restriction, we will put the agreement in writing and follow it, except in emergency situations. We cannot agree to limit the uses or disclosures of information that are required by law. oYou have the right to inspect and copy your health information as long as the Agency maintains the health information. Your health information usually will include treatment and billing records. To inspect or copy your health information, you must submit a written request to the local office Administrator. We may charge a fee for the costs of copying, mailing or other supplies that are necessary to grant your request. We may deny your request to inspect and copy in certain limited circumstances. If you are denied access to your health information, you may request that the denial be reviewed. oYou have the right to request that the Agency amend your health information that is incorrect or incomplete. To request an amendment, you must submit a written request to the Clinical Director, along with the reason for the request. The Agency is not required to amend health information that is accurate and complete. The Agency will provide you with information about the procedure for addressing any disagreement with a denial. oYou have a right to receive an accounting of disclosures of your health information we have made after April 14, 2003 for purposes other than disclosures (I) for Agency treatment, payment or health care operation, (2) to you or based upon your authorization and (3) for certain government functions. To request an accounting, you must submit a written request to the local office providing services. You must specify the time period, which may not be longer than three years. oYou may request communications of your health information by alternative means or at alternative locations. For example, you may request that we contact you about health matters only in writing or at a different residence or post office box. To request confidential communication of your health information, you must submit a written request to the local office providing services. Your request must state how or when you would like to be contacted. We will accommodate all reasonable requests. oIf you would like to exercise one or more of these rights, contact the local office that provided you services or submit a written request to your local office Administrator.

Changes to this Notice of Privacy Practices

The Agency reserves the right to change this Notice. We reserve the right to make the revised or changed Notice effective for health information we already have about you as well as any information we receive in the future. Any revised Notice will be posted. Upon request, we will provide a revised Notice to you.

The Agency reserves the right to change existing policies or introduce new policies pertaining to the program at any time.