Consumer Information

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Welcome

Our goal is to serve you in every way we can to help you live in our community with a quality of life that meets your needs. We are honored that you have sought our services and we will make every effort to meet your expectations. MHA has a long history of advocating for persons who experience a mental illness. Advocacy and education are at the very core of our purpose; we want to serve you in a manner that reflects the spirit of advocacy, as well as our commitment to service.

Clifford Beers, who founded the Mental Health Association in the early 1900’s, was both a person who experienced a severe mental illness and a leader who spoke up in support of more humane service. He understood the dignity of each individual and that person’s right to full community citizenship. The Mental Health Association was founded to spread those beliefs and practices across our land. Our organization has been pursuing those efforts in the Wichita area for over sixty years. We are proud of our achievements and the partnerships that have made our services possible. We are an affiliate of COMCARE, a member agency of United Way of the Plains and a chapter affiliate of the National Mental Health America. We work with those organizations and many others, including family and consumer groups.

You are our primary customer. The guidelines included in this booklet help identify the many different ways in which we provide services. Working together with you in a spirit of teamwork is our goal and will result in the most positive outcome.

Thank you for choosing MHA.

Sincerely,

Mary Jones, President & CEO

You have the right to:

1. Ask for help and be treated with dignity and respect.
2. Be informed about your treatment/service and be told of any potential benefits/risks of treatment.
3. Help make decisions about your service, participate in the development and review of an individualized treatment plan and in planning for discharge.
4. Know how long you will be involved in treatment/service.
5. Receive treatment at convenient times and places.
6. Refuse treatment/service.
7. Ask for other treatment that may work for you.
8. Know the name of the person(s) providing your treatment and to request other staff be assigned to provide your treatment.
9. Be referred to another provider for service as needed.
10. Confidentiality.
11. Include other persons in your treatment.
12. Be told of any research or educational activities that are part of your treatment and to refuse to participate.

 

Consumer Rights

13. Have bills and charges explained.
14. Make a written complaint.
15. A safe environment and freedom from verbal, physical or financial abuse or exploitation or restraint/seclusion that is used as a means of coercion, discipline, convenience, or retaliation.
16. Receive treatment in the least restrictive appropriate manner.
17. Be informed that there may be consequences for failing to comply with court ordered treatment.
18. See or request a copy of your clinical record in accordance with MHA policy.
19. Make healthcare decisions through advanced directives, living will, and durable power of attorney.
20. Express preference regarding choice of service providers.
21. Receive information about your managed care company.
22. Exercise these rights without adversely impacting treatment.
23. Obtain access to services within specified access standards.
24. Right to request a 2nd opinion.

You have the responsibility to:

1. Provide information needed for treatment/service.
2. Plan your service with the assistance of treatment providers and follow the plan.
3. Let us know of special needs.
4. Keep and be on time for appointments and bring your insurance cards.
5. Arrange for care of your children while you are receiving services.
6. Let us know if you stop taking your medications or have problems with them.
7. Collaborate with your treatment provider to develop a crisis plan and work with provider to implement plan as needed.
8. Respect others confidentiality.
9. Let us know if your address, name, phone number or insurance information changes.
10. Tell us of all insurances carried.

11. Let us know if you are unhappy with services

12. Let us know if you are not coming back

13. Pay us in a timely manner

14. Treat staff and consumers with respect

15. Maintain a safe environment by not possessing weapons or using intoxicating or illegal drugs while receiving services

16. Not come for services while under the influence of drugs, alcohol, or other substances.

17. Notify staff of any unsafe situations you observe

18. Not ask your treatment provider to purchase items for you out of their own funds

19. Ensure a healthy environment for MHA staff by not smoking in close proximity to the service provider.

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What to Expect From Your Providers

  • Service that promotes safety and well-being for consumers and staff regardless of race, color, religion, ethnicity, veteran status, age, physical or mental disability, gender or sexual orientation.

  • Informed consent for all services with an explanation of services in an understandable manner.

  • Provision of services that take into account preferences, strengths and culture.

  • Staff who only provide services for which they are trained.

  • Services are provided in environments free from intimidation, insult, and harassment.

  • Services that avoid conflict of interest, self-promotion, exploitation, or invasion of privacy.

  • No employees are allowed to accept gifts or payment for services.

  • Services are billed through our business office to the appropriate funding source.

  • Services are guided by an assessment of needs and subsequent treatment planning and directed by the consumer.

  • Opportunity to complete satisfaction surveys and to address questions/comments to program managers at any time.

  • Staff who do not use tobacco products during service.

Consumer Responsibilities

Infectious Disease Policy

MHA is dedicated to the well-being of our consumers, employees, and community. We are committed to ensuring that our company can continue all aspects of its critical work during a community health crisis and can safely resume normal operations as quickly as possible after a crisis affects our agency. We place a high priority on developing, validating, and, if necessary, implementing infection control plans.

We ask that consumers experiencing the following symptoms notify their service providers as soon as possible.

  • Fever or chills

  • Cough

  • Shortness of breath or difficulty breathing

  • Muscle or body aches

  • Headache

  • New loss of taste or smell

  • Sore throat

  • Congestion or runny nose

  • Nausea or vomiting

  • Diarrhea

You may be asked to reschedule your appointment or take other precautions to maintain everyone's safety.

Current universal precautions will be posted on the agency door and are expected to be followed by everyone entering the building. These may include but are not limited to:

  • Wear a mask

  • Hand washing

  • Checking body temperature

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Service Animals

For the health and safety of our clients, staff and stakeholders MHA has a NO-PETS Policy. Although MHA has a respect and understanding of the role pets play in one's life, we ask that you please leave your pet at home during your visit/business to MHA.

This NO-PET policy applies to:

  • All Pets

  • Emotional Support Animals

  • Comfort Animals

  • Therapy Animals

MHA does allow a service animal to accompany clients to appointments. Under the ADA Section II and III, a service animal is identified as a dog that has been individually trained to do work or perform specific tasks for people with disabilities.

As of March 15, 2011, there are no protections for emotional support animals in terms of access to public accommodations and public entities.

Service animals are required to be leashed or harnessed except when performing tasks where such tethering would interfere with the dog’s ability to perform specific tasks. Service dogs must have up to date vaccinations, per ADA guidelines. Clients must always attend to and be in control of the service dog and may be asked to leave if unable to control the dog. Clients are asked to follow all city and state ordinances regarding dog waste. Thank you for your cooperation and consideration of others.

Tobacco Free Campus

As a health care provider, MHA is committed to providing a healthy and safe environment for employees, consumers, and visitors and to promoting positive, healthy behaviors.

With this policy, we hope to:

  • Eliminate secondhand smoke so everyone on our campuses can breathe clean air

  • Demonstrate our commitment to improve the health of consumers, employees, and the community

  • Increase mental health providers involvement in treating nicotine addiction

Products Covered by the Policy

Tobacco products include, but are not limited to:

  • Cigarettes

  • Cigars

  • Chewing tobacco Pipe smoking

  • Dissolvable tobacco, including strips, sticks, orbs, and other new products

  • Electronic smoking or vaping devices

Physical Boundaries of the Policy

This policy shall apply to all indoor and outdoor spaces owned, leased or contracted by MHA, including:

  • Parking lots and driveways that are used by MHA

  • MHA vehicles

  • Vehicles on property that are owned, leased, or used by MHA

  • Adjoining sidewalks to MHA owned or leased property, extending 25 feet from MHA property

 

MHA is proud to offer Tobacco Cessation Services.

Call 316-685-1821 to get more information.

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Consumer Satisfaction 

In an effort to continue to provide you the best service possible, MHA conducts satisfaction surveys at various times throughout the year. These surveys are done via email, phone calls, electronic and paper forms.

If you have suggestions for how to improve our services between survey times, please feel free to drop a note with your ideas into the suggestion box at any location or send an email to suggestionbox@mhasck.org.

If you have a complaint or grievance and have not been able to resolve it by speaking directly to the staff involved or their supervisor, we invite you to complete a Consumer Grievance Form or emailing our Compliance Officer. Information about our full grievance policy is located in our Consumer Guide to Services.  

Consumer Guide

Please read the Consumer Guide to Services for more information about services provided by the Mental Health Association of South Central Kansas.