Patient Rights & Responsibilities

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Our Patients / Clients Have a Right To:
  • Service – Service regardless of your race, sex, religion, age, ethnic background, linguistic preference, education, social class, economic status, sexual orientation or handicap.
  • Respect and Freedom from Abuse – Expect that our workers will be sensitive to your needs and feelings, and to be treated with respect and dignity as human beings.
  • Privacy – Consideration for your privacy. Treatment is confidential and should in all cases be conducted discreetly.
  • Information – Know your diagnosis, treatment, prognosis and probable consequences of treatment. To know any other significant information that would enable you to give informed consent.
  • Choice – Be involved in planning the medical services you are to receive, and to consent to or refuse treatment.
  • Confidentiality – Confidentiality in personal matters, interpersonal relations, and written records, and access to your medical records.
  • Continuity of Care – Referral to other services and agencies that are necessary for continuity of care.
  • Billing – Obtain, question and discuss a full accounting of charges for your medical care regardless of the source of payment.
  • Rules and Regulations – Know what rules and regulations apply to your conduct as patients/clients, and to have representation in the formulation of rules and regulations that will govern you as patients/clients.
  • Communication – Have all communications in a written language that you can clearly understand.
  • Grievances – File a complaint about service-related issues or the treatment being provided, and to request assistance in the filing of a complaint.
Our Patients / Clients Have the Responsibility To:
  • Arrive on time for appointments
  • Provide at least twenty-four (24) hours notice of appointment cancellation
  • Participate in development of mutually agreed upon treatment plans
  • Follow agreed upon treatment plans
  • Comply with signed patient contracts
  • Let us know if you are dissatisfied with services
  • Let us know of changes in address, phone number or other requested information
  • Follow all insurance company guidelines about how to access services
  • Take financial responsibility for payment of all charges including:

    To bring in your insurance card each time you come to the Center for services if you are insured.
    To pay all co-payments and deductibles at the time of your visit if you are insured.
    To pay at the time of your visit for services rendered if you are uninsured.
    To bring in documentation of eligibility for discount in a timely manner if you are uninsured.
    To bring in documentation of eligibility for the Medicaid, if requested by the Center’s Care Manager or Clinic Coordinator, in a timely manner.
    To contact the billing department immediately to make payment arrangement if you cannot pay.

Sterling Health Care’s mission is to improve the lives for all people in the communities we serve, through improved health, regardless of their ability to pay.

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