Consumer Bill of Rights and Responsibilities

1. Disclosure of Information
Consumers have the right to receive accurate, easily understood information in order to make informed decisions about participation in MHASP programs. Some consumers require assistance in making informed decisions about their care and treatment and may request assistance.

2. Choice of Programs and Services
Consumers have the right to a choice of programs and services that are sufficient to assure respect for consumer preferences and access to appropriate high-quality care.

3. Participation in Treatment Decisions
Consumers have the right and responsibility to fully participate in all decisions related to their treatment and care. Consumers who are unable to fully participate in treatment decisions have the right to be represented by parents, guardians, family members or advocates of their choice.

4. Respect and Nondiscrimination
Consumers have the right to considerate, respectful care from all members of the Mental Health Association staff at all times and under all circumstances. An environment of mutual respect is essential to maintain quality in service delivery.

Consumers must not be discriminated against in the delivery of services, or as required by law, based on race, ethnicity, national origin, religion, sex, age, mental or physical disability, sexual orientation, or ability to pay for services.

5. Confidentiality of Consumer Health Information
Consumers have the right to communicate with MHASP staff members in confidence and to have the confidentiality of their individually identifiable information protected.

Consumers also have the right to review and copy their own medical records.

6. Complaints and Appeals
Consumers have the right to a fair and efficient process for resolving differences with MHASP staff members and the programs that serve them, and may follow MHASP complaint and grievance procedures to request and independent review of complaints.

7. Consumer Responsibilities
MHASP believes it is reasonable to expect and encourage consumers to assume reasonable responsibilities. Greater consumer involvement in individual care increases the likelihood of achieving the best outcomes and helps to support ongoing quality improvement.

(Adapted from the Advisory Commission on Consumer Protection and Quality in the Health Care Industry)