Your Rights and Responsibilities

Your Rights

As a member of Access Behavioral Care (ABC), you have certain rights. It is important that you know what those rights are. If you have any questions about these rights, please call our Office of Member and Family Affairs. We want to help you understand your rights. We want to make sure that you are being treated fairly.

If you have any questions about the information on this page, call Access Behavioral Care at (303) 751-9030 or toll-free at 1-800-984-9133

You Have the Right to:

• Be treated with respect and due consideration for your dignity and privacy.
• Ask for information about Access Behavioral Care, our services and providers, including:
  • Your mental health benefits
  • How to access care
  • Your rights
• Get information in a way that you can easily understand.
• Choose any provider in the Access Behavioral Care network.
• Get culturally appropriate and competent services from Access Behavioral Care providers.
• Get services from a provider who speaks your language or get interpretation services in any language needed.
• Ask that a specific provider be added to the provider network.
• Get services that are appropriate and accessible when medically necessary, including care 24 hours a day, 7 days a week for emergency conditions.
• Get emergency services from any provider; even those who are not in our network, without calling Access Behavioral Care first.
• Get a routine appointment within 7 days, or an urgent appointment within 24 hours of your request.
• Receive medically necessary covered services from a provider who is not in the Access Behavioral Care network if we are otherwise unable to provide them.
• Know about any fees you may be charged. There are no fees or co-payments for the covered Medicaid services you receive through Access Behavioral Care.
• Get written notice of any decision by Access Behavioral Care to deny or limit requested services.
• Get a full explanation from your providers about:
  • You or your child’s mental health diagnosis and condition,
  • Different kinds of treatment that may be available,
  • What treatment and/or medication might work best, and
  • What you can expect.
• Participate in discussions about what you need, and make decisions about your mental health care with your providers.
• Get a second opinion if you have a question or disagreement about your treatment.
• Be notified promptly of any changes in benefits, services, or providers.
• Refuse or stop treatment, except as provided by law.
• Be free from any form of restraint or seclusion used as a means of coercion, discipline, convenience, or retaliation.
• Get copies of your treatment records and service plans and ask Access Behavioral Care to change your records if you believe they are incorrect or incomplete.
• Get written information on advance medical directives.
• Get information about, and help with, grievance, appeal and fair hearing procedures.
• Make a grievance about your treatment to Access Behavioral Care without retaliation.
• Have an independent advocate help with any questions, problems or concerns about the  mental health system.
• Express an opinion about Access Behavioral Care’s services to state agencies, legislative bodies, or the media without your services being affected.
• Exercise your rights without any change in the way Access Behavioral Care or our providers treat you.
• Have your privacy respected. Your personal information can only be released to others when you give your permission or when allowed by law.
• Know about the records kept on you while you are in treatment and who may have access to your records.
• Any other rights guaranteed by statute or regulation (the law).

Your Responsibilities

To make your mental health treatment successful, we need to work together — you, your provider(s), and Access Behavioral Care staff. We do our part by providing you with information about your rights and the services we offer. Your part is to take responsibility for the following: 

• Pick a provider from the Access Behavioral Care network, or call us if you want to see someone that is not in Access Behavioral Care’s network.
• Follow the Access Behavioral Care and Medicaid rules described in the Member handbook.
• Follow the steps described in the Member handbook if you want to file a grievance or appeal with Access Behavioral Care or you may call (303) 751-9030 or toll-free at 1-800-984-9133.
• Pay for any services you get that are not covered by Medicaid or Access Behavioral Care.
• Tell Access Behavioral Care if you have any other insurance, including Medicare.
• Keep scheduled appointments and call to cancel or reschedule if you cannot make the  appointment.
• Ask questions when you don’t understand or when you want more information.
• Tell your providers any information they need in order to care for you. This includes if you are having any symptoms.
• Work with your providers to create goals that will help you in your recovery. Follow the treatment plans that you and your providers have agreed upon.
• Take medications as they are prescribed for you.
• Tell your doctor if you are having unpleasant side-effects from your medications, or if your medications do not seem to be working to help you feel better.
• Seek out additional support services in the community.
• Invite the people who will be helpful and supportive to you to be included in your treatment. These people may include family members, friends or any others you may choose. Understand your rights and the grievance process.
• Treat your providers as you would expect to be treated.