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Patient Rights and Responsibilities

PATIENT RIGHTS

Each patient treated by LifeStance Health has the right to:

  1. Be given verbal and written notice of rights and responsibilities in a language and manner that ensures the patient, the representative, or surrogate understands.
  2. Be treated courteously, with respect and dignity – free from discrimination or reprisal.
  3. Receive care services without discrimination based upon race, color, national origin, age, religion, disability, sex (including pregnancy, sexual orientation, gender identity, and sex characteristics), handicap, disability, or source of payment.
  4. Have access to an interpreter whenever possible for limited English proficiency.
  5. Accurate information regarding the competence and capabilities of the organization.
  6. Receive understandable information and information sufficient to provide informed consent or to refuse care prior to treatment.
  7. Consent to photographs before being photographed, except that a patient may be captured on security cameras and photographed when admitted to an outpatient treatment center for identification and administrative purposes.
  8. Be fully informed about a treatment or procedure and the expected outcome before it is performed.
  9. Have appropriate good faith estimates made available prior to treatment, and be protected from surprise balance billing as required by the No Surprises Act.
  10. Receive information about LifeStance services, fees, charges, and payment policies.
  11. With respect to personal privacy: have their personally identifiable information kept confidential; know what entities have access to that information; and make requests to access or amend that information per the Notice of Privacy Practices.
  12. Receive care in a safe setting free from restraints and seclusion as a treatment intervention in outpatient care. Any emergency safety intervention, if ever required, is governed by applicable law.
  13. Receive appropriate assessment and care free from all forms of abuse or harassment including neglect, exploitation, coercion, manipulation, sexual abuse and sexual assault.
  14. For any supervised clinician, be given the name of any supervising physicians or practitioner where supervised.
  15. Be provided with the credentials of the care professionals at the clinic or virtually.
  16. Receive appropriate and timely follow-up information and “continuity of care.”
  17. Appropriate information regarding the absence of malpractice insurance coverage, if the situation exists.
  18. Treatment that is consistent with clinical impression or working diagnosis based on current professional knowledge.
  19. Participate or have the patient’s representative participate in the development of, or decisions concerning, treatment.
  20. Receive assistance from a family member, the patient’s representative, or other individual in understanding, protecting, or exercising the patient’s rights.
  21. For patients who receive treatment for mental illness or have a disability, in addition to the rights listed herein, have the rights provided by any applicable law.
  22. Expect the absence of clinically unnecessary diagnostic or therapeutic procedures.
  23. Decline ongoing care, participation, or disenroll from services.
  24. Refuse drugs or procedures and have a treating clinician explain the consequences of not following treatment advice.
  25. Expect the expedient and professional transfer to another facility when medically necessary and to have the responsible person and the facility that the patient is transferred to notified prior to transfer.
  26. Accessible and available care services; information on after-hours care provided if and as available. Patients should call 9-1-1, call or text 9-8-8, or go to the nearest emergency department for emergency care.
  27. Be advised of participation in a research program; the patient shall give informed consent prior to participation in such a program; a patient may also refuse to continue in a program to which the patient previously provided their informed consent to participation.
  28. Receive appropriate and timely referrals and consultation, as applicable and medically necessary.
  29. Communicate complaints without retaliation and receive instructions on how to use the complaint process, including standards of timeliness for responding to and resolving issues of quality and complaints.
  30. Not be subjected to misappropriation of personal and private property by a LifeStance teammate, employee, volunteer, or student.
  31. Make or change an advanced directive and Declaration of Advance Instructions for Mental Health Treatment.

PATIENT RESPONSIBILITIES

Each patient treated by LifeStance Health has the responsibility to abide by the following, a failure in any one of these responsibilities can result in the discontinuation of care:

  1. Be considerate of other members, patients, and your health care team. This includes arriving on time for appointments and notifying staff if you cannot make it on time or if you need to cancel.
  2. Treat staff and other patients with respect. Any verbally abusive or threatening behavior will not be tolerated from the patient or their representatives.
  3. To avoid negatively impacting your care or your relationship with your treating clinician, we do not permit patients to record of care/treatment sessions in any medium.
  4. Read and understand all consents you sign. Please ask questions before signing.
  5. Ask for accommodations if tools or services would assist in your care, such as interpretation or translation.
  6. Be active, informed, and involved in your care and part of your treatment.
  7. Ask questions when you do not understand your care or treatment plan, what you are expected to do, or the payment for the care.
  8. Provide full cooperation and transparency with your treating clinician to ensure the best possible care.
  9. Participate in the development of your treatment plan, follow it, and let your clinician know if changes need to be made.
  10. Use practitioners and clinicians affiliated with your health plan for health care benefits and services, except where services are authorized or allowed by your health plan, or in the event of emergencies.
  11. Be familiar with your health care benefits.
  12. Carry identification with you.
  13. Be accurate and complete in giving your history including allergies and sensitivities and current health status including any medications taken (over the counter, prescription and dietary supplements).
  14. Improve the quality and safety of your care by fully informing treating clinician serving you about your medical history, medications, and any changes in your condition.
  15. Provide the LifeStance staff with all information regarding third-party insurance coverage.
  16. Fulfill financial responsibilities for all services received, as determined by the patient’s insurance carrier.
  17. Pay any patient financial obligations promptly; if there is a hardship, let us know as soon as possible so we may assist you in evaluating available options, if any.
  18. Regard other patients’ personally identifiable and medical information as confidential.
  19. Respect the clinic’s property and equipment.
  20. Notify the treating clinician if you decide to disenroll from care.
  21. Seek emergency care on your own behalf if needed, as LifeStance does not offer emergency services. For emergencies, call 9-1-1, call or text 9-8-8, or go to the nearest emergency department.

PATIENT ACCOMMODATIONS

To ensure effective communication with Patients and their Companions who are deaf, deaf-blind, hard of hearing, or have limited English proficiency, we provide appropriate auxiliary aids and services free of charge to the Patient or Companion, including sign language and oral interpreters, video remote interpreting services, written materials, and real-time captioning services.

Please ask your clinician or the LifeStance Patient’s Rights Coordinator for assistance https://lifestance.com/contact/ or toll-free at 1-800-308-0994 x6.

Patients with care/treatment concerns or general feedback may contact the LifeStance Patient Rights Coordinator at: https://lifestance.com/contact/#feedback
State specific information: MD Patient Advocate number: 1-800-747-7454; NC Client Rights Advocate https://lifestance.com/contact/#feedback; CA Patients’ Rights Doc is available upon request.