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ViaQuest Psychiatric & Behavioral Solutions · PDF file 2019-11-01 · Since 1999, ViaQuest Psychiatric & Behavioral Solutions (VPBS) has served thousands of clients seeking help and

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  • Love is powerful. It’s what makes us ViaQuest. 1

    ViaQuest Psychiatric & Behavioral Solutions

    Client Handbook for

    Mental Health Services

  • Love is powerful. It’s what makes us ViaQuest. 2

    Table of Contents Introduction to ViaQuest Psychiatric & Behavioral Solutions . . . . . . . . . . . . . . 3

    Mission/Vision/Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

    Services Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

    Assessment Purpose/Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

    Behavioral Health Counseling/TBS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

    Pharmacologic Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

    Pharmacogenetics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

    Deaf, Deaf Blind, and Hard of Hearing Services . . . . . . . . . . . . . . . . . . . . 5

    Interpreting Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

    Pharmacy Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

    Crisis Intervention Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

    Treatment Risks/Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

    Confidentiality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Financial Obligation/Fees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Payment/Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Private Pay/Sliding Fee Scale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Hours of Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Appointments/Cancellations/Treatment Compliance . . . . . . . . . . . . . . . . . . . . . . 7

    Transition/Discharge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

    Social Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

    Orientation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

    Program Policies/Rules: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

    Outcome Measurement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

    Satisfaction Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

    Behavior Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Seclusion & Restraint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Smoking, Alcohol & Drug Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Weapons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Controlled Substances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Dispensing & Administering Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

    Legal Disclaimer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

    Expectations of Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

    Role of Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

    Role of Family And Support Team/Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

    Rights of Clients Served . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

    Nondiscrimination Notice and Accessibility Requirements . . . . . . . . . . . . . . . 11

    Reporting Abuse & Neglect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

    Complaint & Conflict Resolution: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

    Additional Important Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

    Complaint & Conflict Resolution Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

    HIPAA Notice of Privacy Practices & Acknowledgment . . . . . . . . . . . . . . . . . . . 15

    Handbook Acknowledgment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

  • Love is powerful. It’s what makes us ViaQuest. 3

    Since 1999, ViaQuest Psychiatric & Behavioral Solutions (VPBS) has served thousands of

    clients seeking help and support . Presently, VPBS provides services to clients struggling with

    mental health issues, substance abuse, challenging behaviors and clients with intellectual and

    developmental disabilities who have co-occurring mental health issues throughout Ohio .

    VPBS believes that all clients have the right to be accepted as unique and valued members of

    society . The goal of VPBS programming is to provide hope and an environment that supports

    clients in achieving their maximum potential .

    VPBS is focused on providing tailored care to clients in a convenient and comfortable setting .

    We offer unique and clientized care to children, adolescents and adults with psychiatric

    and behavioral needs . We also offer specialized treatment for clients with intellectual and

    developmental disabilities, those suffering from trauma and the aging population .

    Our clients are supported by a team of mental health therapists, case managers, nurses,

    Advanced Practice Registered Nurses (APRN), and collaborating psychiatrist to ensure the

    mental health of the whole client is addressed .

    Introduction

    The purpose of ViaQuest is to serve:

    > Clients – by providing services that make a difference in their lives .

    > Employees – by treating them with dignity and respect while providing opportunities for personal and professional growth .

    > Communities – by doing the right thing .

    MISSION

    VISION

    VALUES The values of ViaQuest are:

    > Customer Service – We anticipate the needs of all our internal and external customers and provide solutions at the right time, in the right place and with the right attitude .

    > Humor – We take our work seriously, but have fun doing it . Laughter heals .

    > Ownership – Everyone makes a difference . We are proud of the passion we put into what we do .

    > Integrity – We are genuine and honest about who we are . We do what we say we will do .

    > Creativity – We are problem solvers . We are always looking for new ways to approach challenges . We provide unique

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