Consumer Information

Consumer Rights

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.
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.

Consumer Responsibilities

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.


Child Model

Consumer Feedback

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


If a consumer feels his/her rights have been infringed upon, he/she has the right to initiate a grievance/complaint process. At no time will the filing of a grievance or complaint result in retaliation or barriers to service. If the grievance/complaint is not resolved at the first level, the consumer may advance to each successive level, until resolution is achieved. Grievance procedures are reviewed and explained at the onset of the treatment process and as needed thereafter.

These are the steps to follow if you have a grievance/complaint:
Level I - Complaint Resolution
Consumer will discuss the incident with involved party. Assistance may be rendered by any program staff to assist with resolution at this level.
Level II - Formal Grievance Process
If grievance/complaint is not resolved, the consumer will complete a Consumer Grievance Form and file it with the department head of the program where the incident occurred to initiate a formal review. The form should be completed and submitted within 180 days of the incident. The determination of the case, by the department head, will be made within 5 working days and written notification of the decision will be mailed to the consumer. Employees involved in the grievance may submit a written response and submit to the department head. Both parties may be interviewed.
Level III - Review
If grievance/complaint is not resolved to satisfaction, the consumer will submit a grievance form of the incident for review by the President/CEO. A decision regarding the incident will be made within 5 working days and written notification will be mailed to the consumer. The decision of the President/CEO completes the Agency’s review of the incident.


Individuals may be assisted with this process by advocates and persons of their choice. Where necessary and appropriate, the director of the service area will initiate contact with the
Adult/Children’s Protective Service Unit of the State of Kansas Department of Social and Rehabilitation Services.


Members may file a grievance directly with their managed care company and may request a State Fair Hearing at that time. Grievances filed by members who receive psychosocial rehabilitation services will be forwarded to COMCARE and then to the appropriate entity within two business days
of receipt.

If concerns are not resolved to the satisfaction of the member, or if it is the member’s preference at
any point in the process, the member can contact Kansas Department of Aging and Disability Services at:

Kansas Department for Aging and Disability Services
New England Building
503 S. Kansas Ave.
Topeka, KS 66603-3404
Phone: 785-296-4986 or 1-800-432-3535.

Consumer Guide

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