Policies

Eligibility Criteria, Rules, Rights and Responsibilities

ELIGIBILITY CRITERIA
In order to become a NCC Client, a person must:

1.     Be enrolled by NCC for an assessment and/or other services;

2.     Be at least 18 years of age, unless otherwise approved by NCC Leadership Team;

3.     Have a brain injury, spinal cord injury, or other neurological condition;

4.     Be medically stable and not requiring a level of medical care beyond the expertise and training of our staff;

5.     Be independent in Activities of Daily Living (ADLs) or have supports available during NCC services;

6.     Not be a danger to self or others;

7.     Not have severe behavioral issues beyond the expertise and training of NCC staff; and

8.     Not be an active drug user and must be willing to comply with the rules of our NCC Substance Use Contract.

CLIENT’S  RIGHTS
 With respect to services provided by NCC, Client shall have the right to:

  1. Be treated with respect, dignity, and compassion;
  2. Be empowered, self-determined, and person-centered with choice in service activities;
  3. Have opportunities to participate in person-centered planning and to engage in establishing meaningful activities;
  4. Know NCC’s Client Rules, Rights & Responsibilities;
  5. Be free from sexual harassment, physical or mental abuse or exploitation;
  6. Privacy and confidentiality;
  7. Voice their opinions, needs, grievances, and other thoughts to NCC;
  8. Services regardless of one’s race, religion, color, national origin, sex, age, disability, sexual orientation, or marital status;
  9. Communicate in one’s native language for the purpose of acquiring any type of treatment, care or services;
  10. Present grievances without threat of reprisal;
  11. Review one’s own personal records generated by NCC;
  12. Refuse services or request a modification of services; and
  13. Discontinue services temporarily or permanently, subject to contractual or financial obligations.
CLIENT’S RESPONSIBILITIES
As a Client, the undersigned agrees to:

1.     Be involved in developing and reviewing your goals;

2.     Actively participate in service delivery on a consistent basis;

3.     Talk to your team about your needs, preferences, goals and how you think you are progressing;

4.     Provide a list of individuals and professionals who provide you support;

5.     Contact your Case Manager to communicate any changes in your name, address, telephone numbers, and email address;

6.     Provide updated information on medical, physical and emotional status;

7.     Let us know when you have a suggestion or complaint regarding your services;

8.     Respond to inquiries from your Case Manager in a timely manner;

9.     Cooperate with your Case Manager in the provision of services; and

10.   Participate in any and all surveys and questionnaires from NCC or your service provider.

CLIENT CODE OF CONDUCT
Per NCC policy, the undersigned agrees to the following Code of Conduct during the provision of services: 

  1. Not to use alcohol or illegal drugs or be under the influence of the same;
  2. Not to engage in verbal abuse, threats of violence or any physical violence towards others;
  3. Not to engage in any sexual activity or sexual harassment;
  4. Not to conceal or carry a firearm on my person, during the provision of services, unless otherwise agreed upon in writing by NCC;
  5. Not to engage in the theft or the destruction of property; and
  6. Not to engage in any illegal activity.

HIPPA

POLICY:

Our business has designated Privacy and Security Officer who has overall business responsibility to protect the confidentiality, integrity, and availability of protected health information (PHI) and to guide our business through compliance activities and meet relevant standards and regulations.

PROCEDURE:

Our business has a designated Privacy and Security Officer who is available and accountable for any compliance questions or issues. Including:

  1. Developing and implementing security policies and procedures in accordance with HIPAA Security Rules and all other applicable laws
  2. Providing leadership and assuming accountability for compliance with the HIPAA policies and procedures related to security
  3. Coordinating risk assessment and risk management activities to ensure ongoing identification of threats to the confidentiality, integrity and availability of Electronic PHI (ePHI) and selection of appropriate safeguards to manage and reduce risks
  4. Ensuring that operations comply with policies and procedures related to security and that security policies, procedures, and practices are revised annually and as needed
  5. Reviewing and investigating all security incidents and ensuring that response and reporting procedures are followed and that harm caused by security incidents is mitigated to the extent practicable
  6. Cooperating with oversight agencies in any investigations of security violations
  7. Developing and conducting training on, and fostering awareness of, security policies and procedures to ensure that all members of the workforce, including management, receive adequate and appropriate security training
  8. Ensuring that all documentation required by the HIPAA Security Rule is created and maintained for six years from the date it was created or was last in effect, whichever is later
  9. Serving as an internal and external liaison and resource with outside entities (including business associates, technology vendors, trustees, and other parties) to ensure that security practices are implemented, consistent and coordinated

Notice of Privacy Practices

This Notice describes how medical information about you may be used and how you can get access to this information.  Please review it carefully.

The Health Insurance Portability Act (HIPAA “ACT”) of 1996, revised in 2013, requires us to maintain the privacy of your protected health information, to provide you with notice of our legal duties and privacy practices with respect to protected health information, and to notify affected individuals following a breach of unsecured protected health information.  We are required to maintain your records with Neuro Community Care and to maintain the confidentiality of these records.

The Act allows us to use your protected health information and disclose it to others as necessary to provide services to you.  This information can be used for services and certain health operations unless otherwise prohibited by law and without your authorization.  We will use your protected health information and disclose it to others as necessary to provide services to you.  Here are some examples.

  • We may disclose your protected health information to you and to our staff or to a funding source, in order for you to get the services you need.
  • Members of our staff may see your clinical record in the course of our work with you.  This includes support staff, case managers/community support workers, and consultants.
  • We may provide information to your health plan or another treatment provider in order to arrange for a referral or clinical consultation.
  • We may provide information to the Division of Medical Assistance, Medicare, Department of Health and Human Services, or the Social Security Administration in an effort to assist in coordinating services/benefits.
  • We are required to disclose information as required by law, such as public health regulations, health care oversight activities, certain law suits and law enforcement.

It is our policy to obtain a general written permission from individuals in the form of Consent, in order to disclose general health information for purpose of arranging services necessary to carry out our role as case manager.  This general written permission will allow Neuro Community Care, with the individual’s permission, to begin the process of helping to create a community based plan for services and ensuring access to appropriate services.

Your legal rights:

  • Right to request confidential communications.  If you would like to request that we revise your confidential communications, please write to our office and inform us how, and/or to what extent, you would like us to revise our communications with you.  In most cases, we will accommodate any such request.
  • You have the right to request restrictions on how your protected health information is used.  For example, you may request that a certain family member not have access to this information.  We are not obligated to agree to a requested restriction, but we will consider your request.
  • You have a right to revoke a Consent or Authorization.  This revocation will not affect any previous use or disclosure of your information.
  • You have a right to amend you record if you believe it contains an error.  In the event the agency denies your request, we will notify you in writing as to why the request was denied and provide you information about filing a complaint.  If there is a mistake in the records, a note will be entered to correct the error.  If the record is accurate but you do not feel it is correct, you will be given an opportunity to add a shirt statement to the record explaining why you believe the record is inaccurate.
  • You have the right to an accounting of some disclosures of your protected health information to third parties.  This will tell you how we have used or disclosed your protected health information.  We are required to inform you of a breach that may have affected your protected health information.
  • You have a right to receive a copy of this notice, either electronic, paper, or both.

When indicated, it is also our policy to obtain specific written permission from individuals in the form of Authorization, before disclosing their health information to a specific health care provider for purposes of arranging services.  You may revoke the authorization in writing.  We will honor that revocation beginning the date we receive the written signed authorization.

If there is an emergency, we will disclose your protected health information as needed to enable people to care for you.

You have the right to control disclosure of information about you to any other person, including family members and friends.  If you ask us to keep your information confidential, we will respect your wishes.  If you do not object, we will share information with family members or friends

There are circumstances in which we may be required by law to disclose protected health information without your permission.  These include:

  • A client is judged by the case manager to pose a danger to self.
  • A client communicates to a case manager his/her intent to harm another identified individual.  The case manager is required to warn the identified victim(s) or release information to protect the potential victim(s) (e.g. call the police).
  • If a case manager knows or suspects that a child under the age of 18 is being sexually, physically, or emotionally abused, or neglected he/she is mandated by state law to file a report (51A) with the Department of Children and Families (DCF).
  • If a case manager knows or suspects that a physically or mentally disabled person between the ages of 18 and 59 is being sexually, physically, or emotionally abused, or has died of abuse, he/she is mandated by state law to file a report (19C) with the Disabled Persons Protection Commission (DPPC).
  • If a case manager knows or suspects that an elderly person, age 60 and older, is being sexually, physically, or emotionally abused or has died as a result of abuse, he/she is mandated by state law to file a report with the Executive Office of Elder Services.
  • Pursuant to a court order.
  • To public health authorities (e.g. if exposed to a communicable disease or is knowingly or unknowingly at risk for exposing others to the disease).
  • To comply with military or veterans activities as required by law.
  • To federal officials for lawful military or intelligence activities.
  • To correctional institutions while you are in custody.
  • To law enforcement individuals.

We reserve the right to change or revise our privacy practices.  We also reserve the right to apply these revisions in our privacy practices to health information that we may receive about you in the future.  You may request a copy of the revised privacy notice by contacting our office at the address below or by calling (919) 210-5142.

 

Neuro Community Care, Inc.

12520 Capital Blvd, 401-139

Wake Forest, NC 27587

Grievance Policy

POLICY:

To maintain a positive working environment, employee and client concerns and informal complaints will be addressed in an equitable manner, through the proper chain of command.  NCC maintains an open-door policy which allows employees to discuss concerns with supervisors and/or the Leadership Team. NCC stakeholders can raise a concern by seeking resolution with their Case Managers or appropriate clinical leadership. If resolution cannot be obtained at an informal level a formal grievance can be submitted. A grievance is a formal written complaint which clearly outlines the issue and parties involved.

A statement regarding grievances will be maintained on the NCC website, in the Service Provider Guide and in the Client/Family Guide.

PROCEDURE:

All grievances are taken seriously and will be reviewed and acknowledged within five business days.

All grievances must be in writing and must include at least:

  • The basis for the grievance, including: the policy, rule, or law provision that the grievant believes to have been violated, the circumstances that are negatively impacting the grievance, or the personnel action being grieved.
  • A statement describing the nature of the grievance, the approximate date of the events giving rise to the grievance, the names of identifiable persons involved, and any other information the individual believes should be considered.
  • Whether a meeting with the decision-maker is requested.
  • A recommendation for resolution

Internal Grievances

NCC has established the following grievance procedure for employees. At each step of the process staff will respond within 10 business days:

Step 1: The employee should discuss the issue with their immediate supervisor.

Step 2: If you are not comfortable discussing with your immediate supervisor, then consult with Human Resources.

Step 3: If a situation needs final resolution it will be reviewed with the NCC President.

External Grievances

NCC has established the following grievance procedure for clients/stakeholders. At each step of the process staff will respond within 10 business days:

Step 1: The client/caregiver/stakeholder should discuss the problem with their Case Manager.

Step 2: If the client/caregiver/stakeholder feels the issues has not been resolved, then they can consult with the Case Manager's immediate supervisor.

Step 3: If the issue is not resolved after talking with the CM Supervisor and is a personnel issue, then Human Resources may be contacted.

Step 4: If a situation needs final resolution, then the supervisor or Human Resources can consult with the NCC President.

Risk Management Committee will review all grievances on a quarterly basis and track for efforts in continual quality improvement.