Consumer Rights

If you receive services from CenterPoint or from a CenterPoint provider, you have certain rights and responsibilities. Your rights are defined by and protected by federal and state laws. These rights include, but are not limited to the following.
Download Enrollee Rights And Responsibilities

  • To be treated with respect and due consideration of dignity - You have the right to be treated the way you feel you should when it comes to all aspects of the services provided to you throughout your wellness and recovery process.
  • To privacy - You have the right to privacy under federal and state laws that protect the confidentiality of your personal information. Information can only be shared with others with your express consent. However, there are laws that allow exceptions. These exceptions are: a court order, an emergency, as part of an investigation of child abuse, and if you are determined to be a danger to yourself or others.
  • To be protected from harm, abuse, neglect or exploitation - Your service provider’s employees are required to protect you from harm, abuse, neglect, or exploitation throughout your treatment process. Your provider is required to promote a safe and respectful environment by offering procedures that do not subject you to pain.
  • To be free from any form of restraint or seclusion used as a means of coercion, discipline, convenience or retaliation - Only in cases where there is a danger of injury or harm to self or others can restrictive procedures be used. With this right you are also given safeguards against the use of medications that may present a serious risk to you.
  • To choose your provider - You have the right to choose the agency that provides your services. Once you begin receiving services from a provider, you also have the right to seek services elsewhere if you wish.
  • To an individual Person-Centered Plan - You have the right to a Person-Centered Plan tailored specifically to you. Through this plan you have the ability to set personal wellness, recovery and treatment goals, and you have the right to review your plan at any time.
  • To receive information on available treatment options and alternatives presented to you in a manner appropriate to your condition and ability to understand. – Your treatment options should be shared with you. You should be allowed to ask questions when you don’t understand something.
  • To participate in decisions regarding your health care – This includes being informed of your medications and treatment team recommendations.
  • To refuse treatment.
  • To be informed - You have the right to be informed of all policies and procedures that affect you as a consumer. All service providers are required to keep you informed of your rights, and each provider is also required to maintain documentation that each employee understands this process.
  • To informed consent - You or your legal representative have the right to be informed in a manner that is understandable when it comes to the benefits, potential risks, and possible alternative methods of treatments. This also includes understanding the length of time the consent for services is valid, and the procedures to be followed if you or your representative chooses to withdraw consent.
  • To understand how service payment will be covered - You have the right to a full understanding of how you, or outside sources will pay for or supplement your services.
  • To file a complaint or grievance - You have the right to submit a formal complaint with CenterPoint. Call 1-866-804-4323.
  • To request an appeal for changes in state funded services (IPRS) mental health services –If your state funded services have been reduced, suspended or terminated, you can file a grievance to request an appeal.
  • To request an Appeal for changes in your Medicaid mental health services - If your service has been reduced, suspended or terminated, you or your provider can request Reconsideration within 30 days of such notice. This is the first step in the Appeal Process.
  • To request a State Fair Hearing - Within certain timeframes, if you disagree with the outcome of the Reconsideration, you can submit an appeal to the NC Office of Administrative Hearings and receive what is referred to as a “State Fair Hearing.”
  • To request reasonable accommodations free of charge to you – You have the right to request physical accommodations for accessibility and language assistance including teletypewriter (TTY) services, sign language interpretation, interpretative services if you do not speak English and assistance for the visually impaired.
  • To request and receive a copy of your medical record except as set forth by law. NCGS 122C-53(d) – Each treatment provider has policies and procedures you must follow to view your medical record. Your record can be withheld if your attending doctor determines there is information that would be injurious to your physical or mental well-being.
  • To request your medical record be amended or corrected according to law. 45 CFR Part 164.