YOUR RIGHTS AS A CONSUMER

•	Having your rights explained to you in a way that you understand them (within 72 hours if you are in a 24-hour facility);
•	Knowing what the rules you are expected to follow at the program you are attending are;
•	Receiving treatment and services based on an individualized plan, with input from you and your guardian/stakeholders to assist you in regaining, learning, and/or maximizing your fullest potential. The risks and benefits of all treatment options should be thoroughly discussed as part of your right to informed consent. Your initial plan must be implemented within 30 days of admission. You also have the rights to ask for a copy of your treatment plan;
•	To see your chart, except when the information is determined would be harmful to you. Ask for more details as there are other options even when the information is considered harmful such as having a professional meet with you to explain the particular results.
•	You have the right to have your information that we have access to, kept confidential. Generally speaking information about your treatment cannot be shared without your or your guardian’s consent. There is however some exceptions such as during emergencies, abuse investigations, and instances where your insurance may need information to pay for services you receive.
•	To be treated politely and with respect by all staff at NOVA. Your needs and values are important and should be responded to accordingly.
•	To receive treatment that is age-appropriate;
•	To be able to consent to or refuse any treatment options offered, unless they are mandated by the court system; Consent may be withdrawn at any time;
•	Living as independently as possible; being free from unnecessary medications or excessive medications; being free from unwarranted physical restraints or seclusion, except when needed to prevent danger to self, others or substantial property damage; being free from electroshock therapy (excluding medically administered electroconvulsive therapy); being free from experimental drugs and procedures. Medication should never be used solely as a means of staff convenience, punishment, or discipline.
•	Being afforded the same civil rights as any other citizen unless there are special considerations with guardianship. If you have a legally appointed guardian this person’s role is to be your partner in decision making areas, including you and your input into every aspect of each decision made.
•	To be able to express dissatisfaction if you are not happy with services. It would be best to speak with someone directly at NOVA who could possibly fix the situation quickly, however you always have the option of several outside advocacy groups as well. These would include: Disability Rights of NC at 1-877-235-4210; Division of Health Service Regulation’s Complaint Intake Unit at 1-800-624-3004; and/or the Local Management Entity for NOVA’s catchment area which is Eastpointe LME at 919-587-0382.

•	To receive necessary medical treatment for any ailments;
•	Upon discharge you should receive a written discharge summary specific to your needs with recommendations documented;
•	You should be able to send and receive sealed (unopened) mail and to have access to writing material, postage, and any assistance needed to complete the task;
•	To contact and consult with legal counsel, private physicians, and private mental health professionals of your choice (as a 2nd opinion) at your own or your legally responsible person’s expense;
•	Contact any of the advocacy groups (Disability Rights of NC, Division of Health Service Regulation, DSS, etc.);
•	To be afforded the opportunity to make and receive confidential phone calls, given that long distance calls are the responsibility of the consumer (collect or calling card);
•	To receive visitors between the hours of 8:00 a.m. and 9:00 p.m. for at least 6 hours daily, 2 hours of which are after 6:00 p.m. Visiting cannot take priority over treatment.
•	Communicate and meet under appropriate supervision with individuals of his/her own choice upon consent of the individual, unless you are a minor;
•	Be exposed to the outdoors daily and have the opportunity for physical exercise;
•	To have access to personal possessions, clothing, etc.;
•	To participate in religious worship;
•	To either keep or to have access to a certain amount of your own money to spend;
•	To have provided for you ample storage space for your private use;
•	To be advised about restrictive interventions and issues involved in there use;
•	To be given at least 60 days notice of intent to discharge to fulfill Continuity of Care Statute, unless an emergency requires change in level of care more quickly, or the consumer or guardian wishes to pursue other placement.

•	Communicate and consult at any time with parents, guardian, or legal custodian;
•	To receive special educational training in accordance with State and Federal laws.

•	There are certain rules and responsibilities that go hand in hand with a person’s rights that NOVA expects each person to attempt to demonstrate. These will be reviewed with you as well as consequences for not following them.
•	Certain instances may affect your ability to continue to stay and receive treatment at NOVA. These circumstances will be fully explained and you will sign an agreement stating your consent.
•	You will be free from any involuntary search and seizure procedures unless it is suspected and there is reasonable cause to believe that you have some sort of contraband, dangerous articles, or illegal substances.
•	You will receive in writing an explanation of NOVA’s fee for services, and may be expected to pay for services depending on your arrangement, insurance, etc.
•	NOVA does have a Consumer Rights Manual available to consumers upon admission.