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Individual Bill of Rights &
Grievance Policy

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Our Commitment to You​

At Alpine's Empowerment Agency, PLLC, we are committed to providing an open, transparent, and fair environment. You have the right to high-quality care, respect, and dignity.

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We enforce a strict zero-tolerance policy for retaliation, harassment, or barriers to your care if you choose to voice a concern or file a complaint. Your voice matters, and exercising your rights will never negatively impact your treatment.

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Understanding Grievances vs. Appeals​

If you are unhappy with any aspect of your experience, it helps to know how we categorize your concern so we can route it correctly:

  • Grievance: A formal expression of dissatisfaction regarding our services, treatment delivery, virtual dignity, billing issues, or administrative workflows.

  • Appeal: A formal request to review and overturn a specific clinical or administrative decision we have made (such as a discharge, a change in your clinical level of care, or a restriction on your portal access).

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Questions, Concerns & Grievances​

If you have a concern about your treatment, billing, privacy, staff interactions, or access to services, you may submit a grievance verbally or in writing.

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How to Submit a Grievance:

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What Happens Next?

  1. ​Your concern will be forwarded to the designated grievance representative within 24 hours.

  2. Alpine’s will begin reviewing your grievance within three business days.

  3. You will receive a written response within 15 business days of receipt, or sooner when required by applicable law.

 

If you disagree with the outcome, you may request an appeal according to Alpine’s grievance and appeals procedures. You may contact an appropriate external regulatory agency at any time. You do not have to complete Alpine’s internal grievance process first.

 

Alpine’s prohibits retaliation against anyone who raises concerns or files a grievance.

 

How to File an Internal Appeal

​​If you are dissatisfied with the initial resolution provided by the Clinical Director, you have the right to appeal:

  1. Submit a written appeal request through our Secured Grievance Form within ten (10) business days of receiving your resolution letter.

  2. Your appeal will be independently reviewed by our Quality Management Committee to ensure a fair, collective evaluation.

  3. You will receive a final administrative decision in writing via the portal within ten (10) business days of submitting your appeal.

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External Escalation: Your Right to Contact the State​

You are not required to use or exhaust our internal grievance or appeals processes before contacting state authorities. At any point during or after a dispute, you have the absolute right to file a complaint directly with the state licensing body:

Colorado Behavioral Health Administration (BHA)

  • Address: 1575 Sherman Street, Denver, CO 80203

  • Phone: 303-866-7400

  • Website/Portal: bha.colorado.gov

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Your Rights as a Client

At Alpine’s Empowerment Agency, PLLC, you have the right to:

  1. Respect and dignity: Receive safe, respectful, trauma-informed care without abuse, neglect, exploitation, harassment, or unlawful discrimination.

  2. Culturally responsive care: Receive services that respect your identity, culture, background, personal values, and religious or spiritual beliefs.

  3. Participation in treatment: Participate in decisions about your care, collaborate on treatment goals, and receive information about recommended services and alternatives.

  4. Informed consent: Receive understandable information about your treatment, including benefits, risks, confidentiality, costs, and available treatment options.

  5. Privacy and confidentiality: Have your personal and treatment information protected under applicable laws, including HIPAA and 42 CFR Part 2 when applicable.

  6. Accessibility and communication: Request reasonable accommodations, qualified interpreters, translated materials, and communication assistance when needed.

  7. Personal choice: Ask questions, express preferences, and accept or refuse treatment consistent with applicable law and clinical safety requirements.

  8. Safe treatment: Receive services in a safe and appropriate environment, including in-person and telehealth settings.

  9. Access to records: Request access to your treatment records and request corrections as permitted by law.

  10. Grievances and complaints: Raise concerns, request assistance, and file complaints with Alpine’s or appropriate outside agencies without retaliation.

  11. Continuity of care: Receive appropriate information and referrals when services are transferred, discontinued, or no longer meet your needs.

 

Additional rights and protections may apply based on your age, treatment program, legal status, and applicable Colorado law.

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