Client Rights

Community Services Institute is strongly committed to respecting the basic human rights, worth and dignity of each individual receiving services. In addition, as a client here, you have the legal rights which are guaranteed by the constitution and state and federal laws and regulations. Those rights are:

The Right to Treatment

The right to have all reasonable requests responded to promptly and adequately. The right to obtain a copy of all rules and regulations which apply to clients at the agency. The right of freedom of choice in healthcare providers and information relative to financial assistance and free healthcare. The right to refuse treatment. The right to life-saving treatment. The right to refuse to be a research subject. The right to provision of adequate services from Community Services Institute (CSI), or to be referred to another agency for services unavailable at CSI.

The Right of Informed Consent

The right of confidentiality of all records and communication as provided for by law; to inspect and receive a copy of their records; a copy of a bill or statement of charges submitted; to know that information about HIV status may not be shared with other providers without written consent; to receive an itemized bill, including third party reimbursement paid toward said bill.

The Right to Protection from Mistreatment

The right of privacy of medical treatment and to obtain explanation as to the relationship, if any, of the physician to any other healthcare facility or institution as said relationship relates to their treatment.

The Right to Competency

The right to request the name and specialty of any person responsible for care or coordination of care.

Notice of Privacy Practices

Created as a result of the Health Insurance Portability and Accountability Act of 1996 (HIPAA) Privacy Rule Effective April 14, 2003

Our commitment to your privacy

Community Services Institute (CSI) is dedicated to maintaining the privacy of your protected health information (PHI). In this Notice, PHI means health information which may identify you and which relates to past, present, or future physical and/or mental health. We are required by law to maintain the confidentiality of health information.

We may use your PHI in the following ways

Treatment

We create records regarding your treatment and may disclose your PHI to a physician or other healthcare provider with whom you receive services.

Payment

We may use your PHI in order to bill and collect payment for the services and items you may receive from us.

Health care operations

We may use your PHI to operate our business and to assess the quality of care and outcomes of your case.

Written authorizations

We will obtain your written authorization before disclosing your PHI. You may withdraw or revoke this authorization in writing at any time. We will then stop using or disclosing your PHI, except to the extent that we have already taken action upon that authorization.

Your rights regarding PHI

Alternative communication

You have the right to request that CSI communicate with you about your health and related issues in a particular manner or at a certain location. To request a type of confidential communication, you must make a written request to the clinic director specifying how or where you wish to be contacted. We will accommodate reasonable requests and you do not need to give a reason for your request.

Disclosure restrictions

You have the right to request a restriction in our use or disclosure of your PHI for treatment, payment, or health care operations and also to someone who is involved in your care or payment for your care. However, we are not required to agree to your request. You must make a written request to the clinic director.

Records viewing and copies

You have the right to view or obtain a copy of your PHI that is maintained by us, with limited exceptions. Be aware that psychotherapy notes are not included in this right under HIPAA. You must make a written request to the clinic director. We may charge a reasonable fee for the costs of copying, mailing, labor, and supplies associated with your request.

Record corrections

You have the right to request additions or corrections to your PHI if you believe it is incorrect or incomplete. You must make a written request to the clinic director including the amendments and reasons for your request.

Accounting of Disclosures

You have the right to request an accounting of disclosures that CSI has made with your PHI for purposes other than treatment, payment, or health care operations made directly to you, those you have authorized or others involved in your care, or for notification purposes.

Right to a paper copy of this notice

You have the right to request additions or corrections to your PHI if you believe it is incorrect or incomplete. You must make a written request to the clinic director including the amendments and reasons for your request.

We may disclose your PHI without your consent in the following ways

Personal communications

We may contact you to provide appointment reminders or information about treatment alternatives or other health-related benefits or services that may be of interest to you.

Communication with others

We may disclose your PHI to a family member or another person involved in your care, or who helps pay for your care.

Emergencies

We may disclose your PHI when necessary to prevent a serious threat to your health and safety or that of others.

Public health and health oversight activities

As required by law, we may disclose your PHI to public health or legal authorities charged with preventing or controlling disease, injury, or disability. We may also disclose your PHI to an oversight agency responsible for audits and inspections, as necessary for our licensure and also for the government to monitor health care system, government programs, and compliance with civil rights laws.

Abuse or neglect

We may disclose your PHI to appropriate authorities if we reasonably believe that you or someone else is a victim of abuse, neglect, or domestic violence.

National security

We may disclose your PHI to federal officials for intelligence & national security activities authorized by law.

Business associates

We may disclose your PHI to contracted business associates such as billing companies, who are required to appropriately safeguard your PHI.

Complaint Information

Right to file a complaint

If you believe your privacy rights have been violated, you may file a complaint with the Clinic Director at CSI or MassHealth Privacy Office 600 Washington Street Boston, MA 02111 or U.S. Secretary of Health and Human Service in Washington D.C. Filing a complaint or exercising your rights will not affect your benefits.

General Complaint Information

If you have a complaint about any aspect of the mental health services you are receiving, you may also call your insurance provider at the phone number written on your membership card.

Off-Hours & Emergency Policy

Agency business hours: 8:30 am -5 pm, Monday-Friday
Boston Office: (617) 325-2993 Springfield Office: (413) 739-5572

Please note that while we will make every attempt to return your call as soon as possible during regular business hours, we are often not able to respond immediately.

All requests for medication refills must be made during regular business hours.

If you call our main number outside of business hours, you will be connected to our answering service and the on-call clinician will follow up with you.

During a mental health emergency, you may call 911, go to your local emergency room, OR contact an Emergency Services Program listed below.

The Emergency Services Programs listed below are all available 24/7.

Boston Area:
Boston Emergency Services Team (B.E.S.T.): 1-800-981-4357 (1-800-981-HELP)

Springfield Area:
Behavioral Health Network (BHN): 1-800-437-5922

Massachusetts Emergency Services Program

Immediate behavioral health crisis services available to your patients as an alternative to the emergency department

What is the Emergency Services Program?

Emergency Services Programs (ESPs) across Massachusetts provide 24/7/365 crisis assessment, intervention, and stabilization services to individuals of all ages with mental health, substance use disorder, and/or co-occurring conditions. ESPs provide:

• On-site, face-to-face therapeutic responses including short-term, solution-focused counseling
• Psychiatric consultation and urgent psychopharmacology intervention, as needed
• Referrals and linkages to all medically necessary behavioral health services and supports
• Safety plans developed in collaboration with patients’ behavioral health providers

Available ESP Services

Mobile Crisis Intervention (MCI) for youth: For MassHealth-enrolled youth up to the age of 21 (and up to the age of 19 for some commercial insurance companies), this service mobilizes to the home, your office, or other site where a youth is located.

MCI for adults: Provides services to adults, ages 21+ in their homes, residential programs, or wherever the patient is located – including a hospital emergency department.

From 7 a.m. to 8 p.m., adult mobile services are available at any location, including your office.

From 8 p.m. to 7 a.m., this service is available in residential programs and EDs.

Some ESPs may provide additional hours for adult mobile services to all locations.

Community-based locations: These locations are operated by the ESP, outside an ED. Operating hours for each location can be found in the ESP Directory at www.masspartnership.com/pdf/MBHPESPDirectory.pdf.

Community Crisis Stabilization: This service provides a staff-secure, less-restrictive, and voluntary alternative to a psychiatric hospital for ages 18+.

How is it accessed?

The patient, a family member, or clinician can call the local ESP team using the contact information on the back of this flyer. If for some reason you or the patient don’t have access to those numbers, call the statewide ESP number at 1-877-382-1609. Enter the zip code of the location of the patient to get the phone number of the closest crisis team.

Who can receive ESP services?

Services are available at no cost to individuals with MassHealth (Medicaid), Medicare, or who do not have insurance. Many ESPs also contract with commercial insurance companies. Call your local ESP team to learn more.

What’s the benefit?

ESPs are an alternative to hospital emergency departments that provide immediate, professional clinical support for patients experiencing non-life-threatening behavioral health crises. Learn more at www.masspartnership.com/provider/esp.aspx.

How to find other behavioral health resources

Need help finding additional services for your patients? Visit www.mabhaccess.com to find openings in behavioral health programs near you.

BOSTON/METRO BOSTON REGION

Boston/Cambridge/Somerville

Boston (Dorchester, South Boston, Roxbury, West Roxbury, Jamaica Plain, Mattapan, Roslindale, Hyde Park, Lower Mills), Brighton, Brookline, Cambridge, Charlestown, Chelsea, East Boston, Revere, Somerville, and Winthrop

Boston Medical Center/Boston Emergency Services Team (B.E.S.T.) 24-hour access number: 1-800-981-4357

Norwood

Canton, Dedham, Dover, Foxboro, Medfield, Millis, Needham, Newton, Norfolk, Norwood, Plainville, Sharon, Walpole, Wellesley, Weston, Westwood, and Wrentham

Riverside Community Care 24-hour access number: 1-800-529-5077

South Shore

Braintree, Cohasset, Hingham, Hull, Milton, Norwell, Quincy, Randolph, Scituate, and Weymouth

Aspire Health Alliance (formerly South Shore Mental Health (SSMH)) 24-hour access number: 1-800-528-4890

WESTERN REGION

The Berkshires

Adams, Alford, Becket, Cheshire, Clarksburg, Dalton, Egrement, Florida, Great Barrington, Hancock, Hinsdale, Lanesboro, Lee, Lenox, Monroe, Monterey, Mount Washington, New Ashford, New Marlboro, North Adams, Otis, Peru, Pittsfield, Richmond, Sandisfield, Savoy, Sheffield, Stockbridge, Tyringham, Washington, West Stockbridge, Williamstown, and Windsor

The Brien Center for Mental Health and Substance Abuse 24-hour access number: 1-800-252-0227

Greenfield

Ashfield, Athol, Bernardston, Buckland, Charlemont, Colrain, Conway, Deerfield, Erving, Gill, Greenfield, Hawley, Heath, Leverett, Leyden, Millers Falls, Montague, New Salem, Northfield, Orange, Petersham, Phillipston, Rowe, Royalston, Shelburne, Shutesbury, Sunderland, Turners Falls, Warwick, Wendell, and Whately

Clinical & Support Options 24-hour access number: 1-800-562-0112

Northampton

Amherst, Chesterfield, Cummington, Easthampton, Florence, Goshen, Hadley, Hatfield, Middlefield, Northampton, Pelham, Plainfield, Westhampton, Williamsburg, and Worthington

Clinical & Support Options 24-hour access number: 1-844-788-6470

Southern Pioneer Valley

Agawam, Belchertown, Blandford, Bondsville, Chester, Chicopee, East Longmeadow, Granby, Granville, Hampden, Holyoke, Huntington, Indian Orchard, Longmeadow, Ludlow, Monson, Montgomery, Palmer, Russell, South Hadley, Southampton, Southwick, Springfield, Thorndike, Three Rivers, Tolland, Ware, Westfield, West Springfield, and Wilbraham

Behavioral Health Network 24-hour access number: 1-800-437-5922

CENTRAL REGION

MetroWest

Acton, Ashland, Arlington, Bedford, Belmont, Boxborough, Burlington,Carlisle, Concord, Framingham, Holliston, Hopkinton, Hudson, Lexington,Lincoln, Littleton, Maynard, Marlborough, Natick, Northborough, Sherborn,Southborough, Stow, Sudbury, Waltham, Watertown, Wayland,Westborough, Wilmington, Winchester, and Woburn

Advocates 24-hour access number: 1-800-640-5432

North County

Ashburnham, Ashby, Ayer, Barre, Berlin, Bolton, Clinton, Fitchburg, Gardner, Groton, Hardwick, Harvard, Hubbardston, Lancaster, Leominster, Lunenburg, New Braintree, Oakham, Pepperell, Princeton, Rutland, Shirley, Sterling, Templeton, Townsend, Westminster, and Winchendon

Community Healthlink, Inc. 24-hour access number: 1-800-977-5555

South County

Bellingham, Blackstone, Brimfield, Brookfield, Charlton, Douglas, Dudley, East Brookfield, Franklin, Holland, Hopedale, Medway, Mendon, Milford, Millville, Northbridge, North Brookfield, Oxford, Southbridge, Sturbridge, Sutton, Upton, Uxbridge, Wales, Warren, Webster, and West Brookfield

Riverside Community Care 24-hour access number: 1-800-294-4665

Worcester

Auburn, Boylston, Grafton, Holden, Leicester, Millbury, Paxton, Shrewsbury,Spencer, West Boylston, and Worcester

Community Healthlink, Inc. 24-hour access number: 1-866-549-2142

NORTHEASTERN REGION

North Essex

Amesbury, Beverly, Boxford, Danvers, Essex, Georgetown, Gloucester, Groveland, Hamilton, Haverhill, Ipswich, Manchester by the Sea, Marblehead, Merrimac, Middleton, Newbury, Newburyport, Peabody, Rockport, Rowley, Salem, Salisbury, Topsfield, Wenham, and West Newbury

Beth Isreal Lahey Health Behavioral Services 24-hour access number: 1-866-523-1216

Lawrence

Andover, Lawrence, Methuen, and North Andover Beth Isreal Lahey Health Behavioral Services

24-hour access number: 1-877-255-1261

Lowell

Billerica, Chelmsford, Dracut, Dunstable, Lowell, Tewksbury, Tyngsboro, andWestford

Beth Isreal Lahey Health Behavioral Services24-hour access number: 1-800-830-5177

Tri-City

Everett, Lynn, Lynnfield, Malden, Medford, Melrose, Nahant, North Reading, Reading, Saugus, Stoneham, Swampscott, and Wakefield

Eliot Community Services 24-hour access number: 1-800-988-1111

SOUTHEASTERN

Southern Coast

Acushnet, Carver, Dartmouth, Duxbury, Fairhaven, Halifax, Hanover, Hanson, Kingston, Marion, Marshfield, Mattapoisett, New Bedford, Pembroke, Plymouth, Plympton, Rochester, and Wareham

Child and Family Services of New Bedford 24-hour access number: 1-877-996-3154

Brockton

Abington, Avon, Bridgewater, Brockton, East Bridgewater, Easton, Holbrook, Rockland, Stoughton, West Bridgewater, and Whitman

Community Counseling of Bristol County (CCBC)24-hour access number: 1-833-222-2103

Cape Cod and The Islands

Aquinnah, Barnstable, Bourne, Brewster, Chatham, Chilmark, Cotuit, Dennis, Eastham, Edgartown, Falmouth, Gay Head, Gosnold, Harwich, Hyannis, Mashpee, Nantucket, Oak Bluffs, Orleans, Osterville, Provincetown, Sandwich, Tisbury, Truro, Wellfleet, West Tisbury, Woods Hole, and Yarmouth

Bay Cove/Cape Cod and the Islands Emergency Services 24-hour access number: 1-833-229-2683

Fall River

Fall River, Freetown, Somerset, Swansea, and Westport

Boston Medical Center (BMC)/Fall River Emergency Services 24-hour access number: 1-800-981-4357

Taunton, Attleboro

Attleboro, Berkley, Dighton, Lakeville, Mansfield, Middleborough, North Attleboro, Norton, Raynham, Rehoboth, Seekonk, and Taunton

Community Counseling of Bristol County (CCBC) 24-hour access number: 1-800-660-4300