Participant Rights Program and Statement
Pyxis,and its division Behavioral Link, is committed to providing an environment that protects the rights of participants and encourages their full participation in the services to which they are referred. To assist participants in learning to solve problems in positive ways and to advocate for themselves, Pyxis and/or Behavioral Link has developed and implemented the Participant Rights Program. This program also ensures that participants and their families are included in their service planning and have opportunities to ask questions, make comments or suggestions, file formal or informal complaints or grievances, and/or appeal a decision made by Pyxis and/or Behavioral Link staff. This program provides an effective way for participants to bring problems concerning their well being in the program to the attention of Pyxis and/or Behavioral Link management. The program also ensures that participants understand their rights and that Pyxis and/or Behavioral Link employees are trained to protect and advocate for the rights of participants, in the delivery of services as well as in the community at large. Participants will receive information concerning the Participant Rights Program during their intake interview or assessment interview. Use of the Participant Rights Program by a participant will not result in retaliation or barriers to service. Pyxis and/or Behavioral Link management will attempt to solve the problem in as fair and equitable a way as possible. We welcome your comments, suggestions, and input on Pyxis and/or Behavioral Link’s services. Your input helps us know what’s working well and what can be improved. You can offer your comments or suggestions in person, by phone, or in writing.
We understand that, occasionally, complaints and conflicts arise while participating in Pyxis and Behavioral Link services. We encourage open communication with Pyxis and/or Behavioral Link staff and management to reach a satisfactory resolution for you. You may voice your concerns in person, by phone, or in writing with your Pyxis and/or Behavioral Link staff. If you are not satisfied with the resolution, you may ask for local management to assist you in arriving at an agreeable solution. We are confident that most situations can be resolved in this informal manner through open communication.
If however, you have not reached a resolution to your satisfaction, or you wish to make a report anonymously, or you prefer a more formal process, you have the right to file a report or grievance through the Participant Rights Program. The grievance may be filed by you or a representative on your behalf. You may file your report or grievance by phone and/or in writing at:
Participant Rights Hotline
Monday - Friday, 8:00 a.m.- 5:00 p.m. (CST)
You have the right to:
- be informed about your rights and responsibilities in a way that is meaningful
- confidentiality and privacy of your personal information and records, as outlined in the Notice of Privacy Practices
- be treated with dignity and respect
- be free from physical, mental, emotional, or verbal abuse, as well as humiliation or neglect, while receiving services
- be free from physical restraint, restrictive intervention, search and seizure, or seclusion while receiving services
- be free from financial exploitation, including borrowing, buying, bartering, selling, or trading
- keep and spend a reasonable sum of money
- informed choice, including choosing service, withdrawing from service, or refusing service
- receive services at regularly scheduled times
- understand the services you are receiving, and to participate in the development and review of your individual service plan and the composition of the delivery team
- include family members or other individuals of your choice in the development and review of your plan
- have an individualized, person-centered plan that focuses on your strengths, needs, abilities and preferences
- be in a safe environment while receiving services
- access emergency medical treatment for accidents or injuries that occur while receiving services
- use a telephone for emergencies
- access self-help services, advocacy support services, and other community resources
- receive services that are consistent with your cultural needs and desires
- know when and under what conditions you may be suspended or discharged from services
- make comments, complaints, or file a greivance about anything that happens with your services
- be informed about any treatment costs and/or collections (if applicable to your service)
- exercise all civil rights in accordance with federal and state laws
- know what is expected of you, as outlined in the Responsibilities Section below
You are responsible to:
actively participate in the development and periodic review of your service plan
identify family members and other individuals that you would like included in your service planning and review
express your cultural needs and desires or advance directives to Pyxis and/or Behavioral Link staff
keep all scheduled service appointments and call ahead of time to reschedule if you must cancel
give updated and complete information about current and past issues, including medications and other matters pertaining to your health
ask questions about your service plan, transition plan, outcomes, and recommendations
treat Pyxis and/or Behavioral Link staff with dignity and respect
follow safety rules, including use of a seatbelt while being transported
be familiar with the facility where you receive services, including where the fire exits are located
help prevent the spread of illnesses through good hygiene....wash your hands, cover your mouth, do not share drinks, combs, hats, etc. and do not come for services if you are sick or running a fever
bring no alcohol, drugs, tobacco, guns, or weapons to Pyxis and/or Behavioral Link services
engage in no physical and verbal harassment, including foul or sexual language
notify staff if there are any changes in your insurance or funding (if applicable to your services)
Formal reports and grievances are handled by Pyxis and/or Behavioral Link Human Resources Department. HR will begin an investigation into the matter within 24 hours of receiving the report. HR will form an investigation team that may include other members of management unrelated to the report or grievance. They may also seek legal counsel to help with the investigation and conclusion.
The investigation team will review the information, conduct interviews, prepare a written determination of its conclusion and, when appropriate, prepare a plan of action to correct the problem and prevent its reoccurrence. Unless unusual circumstances prevent it, the team will complete the process, including the written report, within 30 days.
Confidentiality will be maintained throughout the investigation process to the extent possible and appropriate under the circumstances. You will be kept informed of the status of the investigation and will receive a written conclusion from the team, including recommendations for resolving the grievance.
If you are dissatisfied with the outcome or resolution from the Business Council, you may appeal the decision to your referring agency, following procedures outlined at their agency.
You will not be penalized or subject to any retaliation or barriers to service for filing a report or grievance. If you believe that you are being retaliated against, you may file a report, as described above.
At Pyxis, Inc. and/or Behavioral Link we are committed to the privacy of participants individual health information and other identifying information (also called protected health information, or PHI). Pyxis and/or Behavioral Link protects private information through privacy practices and technology designed to protect information. Private information is only disclosed according to the company’s privacy practices. If you need to know more about how the company protects your information, see the Privacy Practices page on this website, or you may talk to the employee who supervises your program, or e-mail/call at the Hotline information listed above.
All participants of Pyxis and/or Behavioral Link are entitled to access of their confidential records at any time during your participation in a Pyxis program. You may access your records in any of the following ways:
- Contact your case manager or counselor at your referring agency, who will make arrangements with Pyxis and/or Behavioral Link for you to view your records at the Pyxis location where your file is maintained.
- Tell the Pyxis and/or Behavioral Link employee who supervises our program that you would like an opportunity to view your records. The Pyxis and/or Behavioral Link employee will make arrangements for you to view your records at the Pyxis location where your file is maintained.
- Contact the Participant Rights Hotline at 1-888-832-5494 for instructions on how to view your records.
In order to protect the privacy of your confidential information, you must view your file at the Pyxis and/or Behavioral Link location where it is maintained. Pyxis will provide a manager to assist you in accessing and viewing your files. Confidential files are the property of Pyxis and/or Behavioral Link and cannot be removed from the location where they are maintained.
Pyxis and/or Behavioral Link is committed to an environment where those populations they serve have access to the services they need. As part of its quality improvement processes, Pyxis and/or Behavioral Link maintains an Accessibility Program to continually improve accessibility to Pyxis services. The program improves accessibility through the removal of architectural, environmental, attitudinal, financial, community, employment, communication and transportation barriers.
Advocacy for Participants
Pyxis and/or Behavioral Link is commited to effectively advocate for participants. This is accomplished by:
- Informing participants of peer support and self-help groups
- Informing participants of other avenues of support such as; Alcoholics Anonymous or other 12-step groups, such as Alanon/Alateen, the local chapters of the National Alliance for the Mentally Ill, Association of Psychosocial rehailitation Services, specific medical condition support groups, Parents Anonymous, People First, Center for Independent Living and Veterans service organizations, to name and other available resources.
- Ensuring that the information and education we provide is relevant to the needs of the participant such as; information that focuses on medical, housing, mental health, alcohol, and other drug issues; relationships; or life skills.
- Education may be provided through; individual and group sessions and education, audio/video or written materials, the internet, resource listings, community colleges and area special education providers.
- Showing participants where to look for information and resources on their own.
- Encouraging families to participate in educational programs offered by Pyxis and/or Behavioral Link and in the community.
- Inviting families to participate in clinical programs with participants (with consent).