617-693-0260

Notice of Client Rights and Responsibilities

Effective Date: May 26, 2026

Client Rights, Responsibilities, and Nondiscrimination

Client Rights

As a client receiving services, you have the right to:

  • Be treated with dignity, respect, and consideration
  • Receive services in a safe environment free from abuse, neglect, harassment, or exploitation
  • Receive services without discrimination
  • Participate in decisions about your care and treatment
  • Ask questions and receive clear and understandable answers
  • Decline treatment or request changes to your services or provider, as permitted by law
  • Have your health information kept private and confidential in accordance with applicable laws, including HIPAA
  • Request access to your health records, as permitted by law
  • Be informed of program rules, expectations, and applicable fees before receiving services
  • Request reasonable accommodations for disabilities or language needs
  • Raise concerns or file a complaint without fear of retaliation
  • Exercise your rights without being subjected to discrimination or reprisal

Client Responsibilities

To support a safe and effective care environment, clients are responsible for:

  • Actively participating in your treatment and recovery process
  • Providing accurate and complete information about your health and circumstances
  • Informing staff of changes in your mental or physical health status
  • Following program rules, safety guidelines, and treatment plans
  • Treating staff and other clients with respect
  • Attending scheduled appointments or notifying staff if unable to attend
  • Raising questions or concerns in a timely manner

Unless a client has been determined incompetent by a state court, a legal representative named by the client under state law may exercise the client’s rights as allowed by state law.

If a client has been adjudged incompetent by a court of proper jurisdiction under applicable State law, the client’s rights shall be exercised by the individual appointed by the court to act on the client’s behalf (e.g., guardian or conservator), in accordance with the scope of authority granted by the court.

Non-Discrimination

Guidelight Health, Inc., on behalf of itself, its subsidiaries, and its managed professional practices (collectively, “Guidelight,” “we,” “us,” “our”) complies with applicable federal civil rights laws and does not discriminate on the basis of:

  • Race
  • Color
  • National origin
  • Age
  • Disability
  • Religion
  • Sex (including pregnancy, sexual orientation, and gender identity)
  • Language

Guidelight does not exclude people or treat them differently because of these characteristics.

Language Assistance and Accessibility

Guidelight provides free aids and services to people with disabilities and individuals with limited English proficiency to ensure effective communication. These services may include:

  • Qualified sign language interpreters
  • Written information in large print, audio, or accessible electronic formats
  • Qualified interpreters, for individuals whose primary language is not English
  • Written materials translated to other languages upon request

Clients are encouraged to inform our team during registration of any language or accessibility needs, so appropriate accommodations can be arranged prior to services whenever possible.

Clients may also request these services at any time during care, and they will be provided free of charge. Guidelight will make reasonable modifications to policies, practices, or procedures when necessary to provide equal access to services.

Language Assistance Notice

Free language assistance services are available for individuals who speak languages other than English. If you need an interpreter or translated materials, please notify staff or contact 1-888-681-2730.

Language assistance information is provided in multiple languages below.

Reporting Concerns and Grievance

Clients may share concerns, complaints, or grievances about their care or services at any time without fear of retaliation.

Concerns may be reported by:

  • Speaking with any staff member or program leader
  • Submitting a written complaint (paper or electronic)
  • Emailing experience@guidelighthealth.com
  • Submitting anonymously; if preferred

Complaints submitted by email will be directed to the appropriate clinic leadership for review and response. All complaints are reviewed promptly by clinic leadership, and appropriate correct action will be taken in accordance with applicable laws and company policies.

Written complaints forms are available upon request and, where required by law, in visible and accessible locations. Staff can assist with submitting complaints, including providing language support or reasonable accommodations.

Additional information about the grievance process is available upon request.

Regulatory and State Reporting Agency

If you are not satisfied with our response—or prefer to go directly to the state or regulatory governing agency—you can file a complaint using the information located in the “Regulatory and State Reporting Agency Addendum” located at the end of this document.

Civil Rights Complaint

If you believe Guidelight has failed to provide services or has discriminated in another way, you may also file a complaint with the U.S. Department of Health and Human Services Office of Civil Rights.

Online:

https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf

By Mail:

U.S. Department of Health and Human Services

Office of Civil Rights

200 Independence Avenue, SW

Room 509F, HHH Building

Washington, DC 20201

By Phone:

1-800-368-1019

TTY: 1-800-537-7697

Español (Spanish)
Si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al 1-888-681-2730.

中文 (Chinese)
如果您说中文，我们可以为您提供免费的语言协助服务。请致电 888-681-2730 。

Tiếng Việt (Vietnamese)
Nếu bạn nói tiếng Việt, chúng tôi có dịch vụ hỗ trợ ngôn ngữ miễn phí. Vui lòng gọi 1-888-681-2730.

한국어 (Korean)
한국어를 사용하시는 경우 무료 언어 지원 서비스를 이용하실 수 있습니다. ** 1-888-681-2730 **으로 전화하십시오.

Tagalog
Kung nagsasalita ka ng Tagalog, may makukuha kang libreng serbisyo ng tulong sa wika. Tumawag sa 1-888-681-2730.

Русский (Russian)
Если вы говорите по-русски, вам доступны бесплатные услуги языковой помощи. Звоните 1-888-681-2730.

العربية (Arabic)
إذا كنت تتحدث العربية، فإن خدمات المساعدة اللغوية المجانية متوفرة لك. اتصل على 1-888-681-2730.

Kreyòl Ayisyen (Haitian Creole)
Si w pale Kreyòl Ayisyen, gen sèvis èd lang gratis ki disponib pou ou. Rele 1-888-681-2730.

Français (French)
Si vous parlez français, des services d’aide linguistique gratuits sont disponibles. Appelez le 1-888-681-2730.

Português (Portuguese)
Se você fala português, serviços gratuitos de assistência linguística estão disponíveis. Ligue para 1-888-681-2730.

Polski (Polish)
Jeśli mówisz po polsku, dostępna jest bezpłatna pomoc językowa. Zadzwoń pod 1-888-681-2730.

日本語 (Japanese)
日本語を話される場合、無料の言語支援サービスをご利用いただけます。** 1-888-681-2730 **までお電話ください。

Italiano (Italian)
Se parli italiano, sono disponibili servizi gratuiti di assistenza linguistica. Chiama 1-888-681-2730.

Deutsch (German)
Wenn Sie Deutsch sprechen, stehen Ihnen kostenlose Sprachhilfen zur Verfügung. Rufen Sie 1-888-681-2730 an.

فارسی (Persian / Farsi)
اگر فارسی صحبت می‌کنید، خدمات کمک زبانی به صورت رایگان در دسترس است. با [1-888-681-2730] تماس بگیرید.

Regulatory and State Reporting Agency Addendum

CALIFORNIA (CA)

  • Facility Licensing: California Department of Public Health
  • Phone: 916-558-1784
  • Website:https://www.cdph.ca.gov/
  • Address: 1615 Capitol Avenue, Sacramento, CA 95899

COLORADO (CO)

  • Primacy Agency: Colorado Behavioral Health Administration
  • Phone: 303-866-7400
  • Website:https://bha.colorado.gov
  • Address: 710 S. Ash St., Denver, CO 80246
  • Facility Licensing: Colorado Department of Public Health and Environment
  • Phone: 303-692-2000
  • Website: https://cdphe.colorado.gov/
  • Address: 4300 Cherry Creek, Drive, S, Denver, CO 80246

MASSACHUSETTS (MA)

  • Agency: Massachusetts Department of Public Health
  • Phone: 1-800-462-5540
  • Website:https://www.mass.gov
  • Address: 250 Washington St., Boston, MA 02108

NORTH CAROLINA (NC)

WASHINGTON (WA)

  • Agency: Washington State Department of Health
  • Phone: 360-236-2620 or 1-800-525-0127
  • Website:https://doh.wa.gov
  • Address: 111 Israel Road, S.E., Tumwater, WA 98501

Contact CARF (Accreditation Organization)

Organization: CARF International

  • Phone: (866) 510-2273
  • Website:https://carf.org
  • Address: 6951 E. Southpoint Rd., Tucson, AZ 85756