Understanding my rights

As a patient of NorthPoint Health & Wellness Center, you have the right to:

• Courteous and respectful treatment, including sensitivity toward your cultural values, personal values, beliefs, and preferences.
• Receive appropriate health care based on your needs and continuity of care from different health care professionals.
• Receive complete and current information about your treatment so that you can make informed decisions, including information about diagnosis, treatment, and prognosis, and the risks and benefits of recommended treatment; this includes information about prescribed medications and their purpose, possible side effects, and any alternatives to medication.
• Receive information in plain language; appropriate assistance will be provided at no cost and in a timely manner if you cannot read or speak English or if you have a communication impairment. Talk to a front desk representative or call 612-543-2500 to set up assistance (TTY: 1-800-627-3529). 
• Refuse or terminate services or treatment.
• Know and receive in writing, upon request, the following information about the professionals who work with you: 1) name and title; 2) license number; 3) the specialty, if any, of the provider responsible for coordinating your care; and 4) the name, business address, and telephone number of the professional’s supervisor.
• Expect that the professional working with you has met the qualifications of training and experience required by law and to be informed, upon request, of the professional’s education, training, and experience.
• Information about fees, the method of billing, insurance coverage, medical debt policy and procedures, and whether we are willing to accept partial payment or to waive payment; also, information about the expected length and charges for those services, before receiving the services, and a right to reasonable notice of changes in services or charges.
• Refuse to give any information at any time; however, the lack of information may affect our ability to help or treat you.
• Request a different professional, within the limits of our agency’s clinical practices, health insurance, medical assistance, or other payment programs or agreements.
• A referral when you need services we cannot provide; we will also make a medically appropriate referral when you ask us to do so.
• Information about available health and social services in the community, upon request.
• A coordinated transfer when there will be a change in the provider of services.
• Privacy related to your health care: case discussion, consultation, examination, and treatment are confidential and conducted discreetly.
• Confidentiality of your records, unless 1) you authorize in writing the release of these records, or 2) as provided by law.  You are allowed access to your records according to state and federal law; this and other rights and restrictions concerning the privacy of your records are described in the Notice of Privacy Practices.

• Be informed prior to a photograph or audio or videorecording being made of you. You have the right to refuse to allow any recording or photograph that is not for the purposes of identification or supervision by NorthPoint.

  NON-DISCRIMINATION

• We will not discriminate against you in the provision of care, treatment or services based on age, sex, race, color, creed, marital status, religion, national origin, disability, sexual preference, public assistance status or criminal record.
• You have the right to be free from sexual harassment, sexual contact, verbal, physical or sexual abuse, and any form of exploitation by the staff treating you.

  REPORTING A COMPLAINT OR GRIEVANCE

• You may openly and respectfully communicate your dissatisfaction, raise questions, or concerns about the service you have received at NorthPoint, without fear. NorthPoint wants to know about your dissatisfaction or concerns. Patients, clients, former clients, and their authorized representatives may file a complaint.
• If you are dissatisfied with our services, please tell one of our staff. . If your concern isn’t addressed, you may file a formal complaint by contacting the Patient Advocate at 612-543-2650. The patient advocate will follow up with you regarding your concern.
• You can make a complaint or file a grievance in other ways:
  • Your health plan – contact the number on the back of your card
  • MN Department of Human Services, Licensing Division. Phone: 651-431-6500
  • MN Office of Ombudsman for Mental Health & Development Disabilities (OMHDD)
    • Phone: 651-757-1800 Toll free: 1-800-657-3506
    • E-mail: ombudsman.mhdd@state.mn.us
  • Department of Health, Office of Facilities Complaints
    • Phone: 651-201-4200 Toll free: 1-800-369-7994Email: health.ohfc-complaints@state.mn.us
  • U.S. Department of Health and Human Services, Office for Civil Rights (OCR)
    • You may file a discrimination complaint by phone: 1-800-368-1019.
    • Complaint forms are also available at www.hhs.gov/ocr/office/file/index.html
  • Licensing board or agency governing the practice of the professional(s) providing service to you at NorthPoint Health & Wellness Center. See Explanation of Complaint Process

  CESSATION OF SERVICES

• We may decline or discontinue providing you with medical, dental or behavioral care (health care) services when you are not likely to benefit from continued professional services or the services are unneeded. We may also decline or discontinue providing health care services when you refuse to engage in the therapeutic process, violate organizational or program policies, or become a risk to others.
• If we decline or discontinue providing your health care services, we will inform you of our decision orally and in writing and will assist you in obtaining services from another health care provider.

  YOUR RESPONSIBILITIES

• As a patient of NorthPoint Health & Wellness Center, you have a responsibility to:

• Examine public records maintained by the licensing board or agency governing the practice of the professional(s) providing service to you.  See the Explanation of Complaint Process for licensing board or agency contact information. 
• All patient rights set forth in the Minnesota Health Care Bill of Rights, as outlined in this document.

• You may assert your rights without retaliation.  If you have questions about your rights, please ask your provider.

• Provide, to the best of your knowledge, accurate and complete health information.
• Tell a provider if you do not understand the information given you about your diagnosis, treatment and/or programs.
• Follow your treatment plan.
• Assure that the financial obligations of your health care are fulfilled as promptly as possible.
• Be considerate and respectful of other patients and NorthPoint staff.
• Express concerns about your personal safety.

MISSION STATEMENT

• Partnering to create a healthier community
• NorthPoint Health & Wellness Center will provide care, treatment and services within its capability and mission, and in compliance with law and regulation.

NorthPoint Health & Wellness Center
2220 Plymouth Avenue North
Minneapolis, MN  55411-3047
Phone: 612-543-2500
www.northpointhealth.org

Updated 11/21/2024

As a patient of NorthPoint Health & Wellness Center, you have a responsibility to:

• Provide, to the best of your knowledge, accurate and complete health information.
• Tell a provider if you do not understand the information given you about your diagnosis, treatment and/or programs.
• Follow your treatment plan.
• Assure that the financial obligations of your health care are fulfilled as promptly as possible.
• Be considerate and respectful of other patients and staff.
• Express concerns about your personal safety.

Updated 03.14.18

Under the No Surprises Act, you are entitled to rights and protections against surprise medical bills.

Updated 09.26.22