Clients who receive services through the ACCESS Evaluation and Resource Center (AERC), along with their families, must abide by the policies and procedures outlined below. If you have questions about any of these items, please contact the Director of Clinical Services.
Welcome to ACCESS! We are excited you have chosen to become part of our ACCESS family. At ACCESS, we maintain a commitment in providing the best possible quality of care to every client. We strive for extraordinary results and offer state-of-the-art, innovative services for the clients we serve. We are committed to delivering a warm, friendly atmosphere and a person-centered service delivery model. Thank you for the opportunity to live out our mission with you and your family.
Expanding individual potential through innovative instruction.
The ACCESS Evaluation and Resource Center provides a variety of outpatient mental health services to individuals seeking help for their emotional health and wellbeing. Services vary in type and level of intensity, depending on an individual’s need. Services include:
Clients referred for mental health services will receive a comprehensive diagnostic assessment by a Licensed Mental Health Professional. This assessment will include an interview with the client, interview with the parent/guardian when applicable, and clinical observation of behaviors. If therapy services are indicated, the Licensed Mental Health Professional will complete an individualized treatment plan with client and/or caregiver input. All services provided must be medically necessary. In addition, a prior authorization may be required for some services. If a prior authorization is required, ACCESS will obtain that authorization before those services may be provided. If additional services are recommended during the comprehensive diagnostic assessment, the Licensed Mental Health Professional will refer the client and their legal guardian when applicable to the admissions department for further assistance.
Clients that are ages birth to 18 may meet criteria established for Seriously Emotionally Disturbed (SED) if they are currently or at any time during the past year have had a diagnosable mental, behavioral, or emotional disorder of sufficient duration to meet diagnostic criteria specified within the DSM-5-TR and this disorder has resulted in functional impairment which substantially interferes with or limits the client’s role or functioning in family, school, or community activities.
Clients that are ages 18 and over may meet criteria established for Serious Mental Illness (SMI) if they are currently or at any time during the past year have had a diagnosable mental, behavioral, or emotional disorder of sufficient duration to meet diagnostic criteria specified within the DSM-5-TR and this disorder has resulted in functional impairment which substantially interferes with or limits the client’s role or functioning in one or more major life areas.
Each client who qualifies for services will have an individualized treatment plan which includes goals and objectives to be addressed. Each client’s treatment plan will be reviewed and updated every 180 days. The client’s Mental Health Professional will work in partnership with the client and/or parent/guardian to ensure that their input is included in the treatment goals established. In addition, client and/or parent/guardian input and evaluation of progress is required when completing treatment plan reviews in order to maximize success in treatment.
The ACCESS Evaluation and Resource Center is open Monday-Friday from 7:30 am to 5:30 pm. Being on time and not missing scheduled appointments is absolutely critical to successful treatment. Clients or their legal guardians should contact the office as soon as they realize they will be late to an appointment or have become ill and are unable to attend. With notice, the therapist will wait for up to 15 minutes for the client to arrive. If the client is more than 15 minutes late, they will have to wait until the next scheduled appointment to be seen. If the client is more than five minutes late without notification, they will have to wait until the next scheduled appointment to be seen. Five late arrivals in a six-month timeframe may result in a discharge from services. Appointment cancellations must be made at least 24-hours in advance. Four unexcused absences in a six-month timeframe may result in a discharge from services.
ACCESS receives reimbursement for services from Medicaid, TEFRA, Private Insurance, and Private Pay. ACCESS will file with the client’s insurance for services rendered, however, this does not guarantee that the insurance company will pay for the services. If a client has private insurance, this insurance will be billed as primary. Any remaining balance will then be billed to Medicaid/TEFRA if applicable or invoiced to the client and/or parent/guardian. Fees are payable at the time services are rendered. When co-payments are applicable, they are payable at the time of services.
If the client is relying on Medicaid/TEFRA funding, it is the responsibility of the client and/or parent/guardian to ensure the status remains active. If Medicaid/TEFRA is inactive, the client and/or parent/guardian may be held responsible for the charges generated for services rendered. If funding remains inactive and/or services are unable to be paid for privately, then clients may be discharged and referred to another provider.
Third party payments such as Medicaid, TEFRA, and Private Insurance may be denied based on the policies or rules of their governing agencies.
In case of inclement weather, clients should listen to local broadcasting for closings, late arrival or early dismissal. The broadcasting will be listed as ACCESS. ACCESS will also post this information at AccessGroupInc.org and on the ACCESS Facebook page. When ACCESS is closed due to weather, all offices will be closed, and outpatient services will be cancelled.
Clients will be required to check in with the front office for assessment and therapy sessions. The mental health professional will meet their client in the lobby and will accompany them to the treatment area. For minor children, parents are allowed to leave during their child’s therapy only if they are accessible by phone and can return on time.
ACCESS believes in building positive relationships with clients. When people are paid attention to, they feel validated and important, which in turn builds trust and decreases negative behaviors. Employees use positive approaches to engage clients in working together to maintain a safe environment. When stressful situations occur which do result in negative behaviors, ACCESS staff are trained to address the behaviors using de-escalation strategies. If these strategies are not effective, an individualized behavior management plan may be developed. ACCESS does not allow physical and/or verbal abuse of staff, clients, or families.
The ACCESS Evaluation and Resource Center does not perform therapeutic holds as part of its behavioral management program.
Client and/or Parent/Guardian involvement is a vital part of the ACCESS Mental Health program. When treatment is provided to minor children, ACCESS requires each parent/guardian to be an active participant in the treatment provided. Because one of ACCESS’ goals is to support and enhance the family and client, we offer involvement opportunities frequently. These opportunities include, but are not limited to, the following:
ACCESS only prescribes medications as a part of a client’s treatment as it relates to the plan of care for the ACCESS Evaluation and Resource Center mental health program. The AERC mental health program does not control or perform medication administration. Staff or clients/families who feel that a client may benefit from an appointment with the psychiatrist should discuss with their Mental Health Professional. Depending on the psychiatrist’s schedule and the urgency of the client’s needs, the appointment will either be scheduled at the AERC or may be referred out for consultation regarding medication management.
Unless specifically contracted to do so, in writing prior to the first scheduled appointment, ACCESS’s mental health staff will not make custody recommendations regarding clients, even if therapy services have been provided to all parties involved in the divorce. In the event an ACCESS mental health staff member is requested to produce his or her records, give a deposition or attend court to provide testimony, there will be a legal retainer fee of $2,000 charged per day, per staff person, payable in advance. This includes, but is not limited to, any type of court trials (including divorce or custody cases), depositions, mediations, etc. This fee will be charged to the client or their guardian even if another attorney, without client or guardian authorization, subpoenas any mental health staff member regarding records or testimony. This fee must be paid prior to the staff member’s appearance in court.
ACCESS believes in the right for individuals who are their own legal guardian to make decisions for themselves. One important area in which a client exercises independence is in choosing the mental health treatment received. Unfortunately, clients may become unable to make informed choices about their care in an emergency situation. These choices can be made ahead of time by utilizing an advance directive. Advance directives are documents that enable a client to make decisions now about their mental health care in the future. They offer guidance to their family and doctors when they cannot speak for themselves and help to assure that their values and important wishes are carried out. If a client wishes to have an advance directive, they may communicate with their Mental Health Professional to initiate this process.
ACCESS is dedicated to maintaining privacy of client health information as protected by law, including the Health Information Portability and Accountability Act (HIPAA). In efforts to do so, ACCESS strictly prohibits clients and/or parents/guardians from audio or video recording of any mental health therapy or testing session without all parties expressed written consent.
In conducting business, ACCESS creates client records regarding the treatment and services provided. By federal and state law, ACCESS must follow the terms of the notice of privacy practices that are in effect. The ACCESS policy on client confidentiality includes the following:
Proper authorization to release information from a client’s records shall be received as a written document containing all of the following information:
ACCESS mental health professionals are subject to supervision as required by regulatory and accrediting agencies. This supervision will include a review of client private health information and discussion of client specific case information.
Additionally, ACCESS may utilize interns as a part of the treatment process. Documentation completed by unlicensed graduate interns will be reviewed by the clinical supervisor assigned to that intern. As part of the intern’s graduate training program, anonymous case information may be discussed in class at the intern’s university.
ACCESS employees are held to a strict Ethical Code of Conduct which governs their practices in providing services, billing, and general behavior. This Ethical Code of Conduct is available for review upon request. All potential employees are screened through the interview process and by obtaining professional references from previous employers. Upon hire, employees receive background checks through numerous agencies including state and federal criminal databases, the Arkansas Child and Adult Maltreatment Registries, national sex offender database, and the Office of the Medicaid Inspector General. Additionally, any employee who drives on behalf of ACCESS has his/her driving record reviewed periodically through the Department of Motor Vehicles.
ACCESS is committed to providing a drug-free environment which is safe for client growth and learning. While ACCESS recognizes the need for compassionate treatment of those addicted and seeking help, the policy of not using drugs/alcohol at any time while on campus must be upheld.
Because of a commitment to a safe environment for clients and staff, ACCESS prohibits weapons on campus. Serious consequences for violation of this policy will be strictly enforced. If services are being provided in a client’s home or other community-based setting, ACCESS requires that weapons be secured in a locked gun cabinet or safe. Services may be discontinued if this policy is not followed.
First aid kits are available at the front desk, near the entrance of the ACCESS Evaluation and Resource Center, and near the therapist offices. First aid kits will be present in the vehicle any time employees transport clients. Fire exits and fire extinguishers are located throughout the building. “Evacuation routes” are posted in each treatment area and in the front office at each campus. As always, in the event of an emergency, dial 911.
All ACCESS employees are considered mandated reporters of any suspected child or adult mistreatment. Staff members who have reasonable cause to suspect a client is being abused or neglected shall immediately report this to the appropriate Maltreatment Hotline. This number is posted at each campus.
The concept of completion of services should be considered at admission or shortly thereafter. Transition planning provides information regarding the services that ACCESS can provide to address areas of concern. This planning also facilitates ongoing discussion of the anticipated steps of treatment and ways to ensure a smooth transition from services when indicated. Transition from services can occur for a number of reasons, including a planned discharge or a move to a different program or service.
Whenever possible, the Mental Health Professional and the client and/or parent/guardian will jointly plan for discharge of services. Discharge occurs when the client and/or family:
Transition planning shall be developed with the input and participation of:
For all clients leaving services, a written discharge summary is completed which summarizes treatment progress. This summary will help ensure continuity of care and will provide a baseline which may be helpful for future service providers. ACCESS will provide assistance in locating other treatment options as needed. Clients and/or parents/guardians will receive a discharge survey which requests feedback on service satisfaction, as well as providing an opportunity to report any regression or need for reassessment.
Occasionally, clients are required to attend services through a court or other department. In those cases, Mental Health Professionals have the responsibility to notify the referral source of a client’s progress and participation in treatment. This may require that a consent form be completed prior to the notification
ACCESS will not restrict, reduce, or suspend services for any client or family in need except under the following conditions:
It is ACCESS’ desire and policy to give equal and sincere attention to any and all questions, concerns, conflicts, complaints, or other issues brought to our attention regarding our clients or their services. While we will make every effort to resolve all concerns quickly and fairly, in the event that an issue cannot be resolved, clients and their guardians have the right to use the following procedures in order to file a grievance or to appeal if a decision regarding their grievance is not acceptable.
Client Rights and Responsibilities
Our Rights and Responsibilities
Filing a grievance will not result in any action taken against a client, their guardian, family members, or representatives, nor will it cause treatment to be reduced, withheld, or terminated.
We encourage families to first meet with the involved staff to attempt to resolve any concerns or complaints that arise. If staff have been unable to resolve an issue or problem involving any part of the client’s care to their satisfaction, they have the right to file a formal grievance. The Grievance Form may be obtained from the back of this booklet, from the information binder in the lobby on either ACCESS campus, or by request of any employee in our organization.
The company organizational chart is located in the binder in the lobby on either ACCESS campus. This chart may be consulted for an outline of the staff members and their respective supervisors.
How to file a written grievance:
Clients and their legal guardians may request copies of the mental health agency regulations and/or the outpatient mental health services regulations in writing at any time. We will provide these copies within 15 days of receipt of the written request.
AERC Grievance Form For Students, Clients, Parents/Guardians, and Visitors