Effective Date: January 1, 2026 Reviewed: Annually Welcome to Zumbro Valley Health Center Welcome to Zumbro Valley Health Center (ZVHC). We are committed to working with you in a sensitive, private, and professional manner. Healthcare services can sometimes be complicated to use. This document addresses key areas about our services. Please let us know if you have suggestions for improving our services. ZVHC is a private, non-profit organization that provides mental health care to adults, children, and families; alcohol and substance use disorder recovery programs and outpatient treatment; community support services for adults with mental illness; mental health crisis services; detoxification services for adolescents and adults; homeless services and housing opportunities; residential support and treatment for adults with mental illness; and integrative health services. ZVHC contracts with Genoa Healthcare and Apple Tree Dental to provide on-site pharmacy and dental services, respectively. These organizations may have separate policies and procedures that govern their operations. Your Rights You have the right to courteous treatment and appropriate care based on your needs, and to know the identity and qualifications of the professionals who work with you. You have the right to receive information about our services and your treatment in a language you understand, including the charges for those services. You have the right to be informed about the most common risks and benefits of treatment options. You have the right to know an estimate of the expected length, cost, and goals of treatment, as well as information about your progress. You have the right to refuse to give any information at any time. However, lack of information may affect our ability to help you. You have the right to refuse care or to request a different therapist, counselor, or support worker. You may be treated or referred without your consent if immediate action is required to protect the health or safety of yourself or others. You have the right to review or obtain copies of your record. Staff can assist you with this process. Access to your records is free of charge, but you may be charged for copies. You may review your file in the presence of a ZVHC staff person. You have the right to challenge the accuracy of any information in your record and to insert your own explanation of anything you object to in your record. You have the right to ask us to release information to any person or organization you choose if you have given us your consent in writing. Per MN Statutes 144.341 to 144.347, minors are legally authorized to consent for specific medical, mental, substance use disorder, and other health services. When a minor legally consents to services the parents/guardians do not have access to the data without consent from the minor. You have the right to be informed prior to a photograph, audio recording, or video recording being made, and to refuse any recording that is not for identification or supervision purposes. If the license holder restricts a client’s right, the restriction must be approved by a mental health professional and documented in the client file, including the reason for the restriction. You have the right to receive services free from discrimination in compliance with the Minnesota Human Rights Act, chapter 363A. You have the right to receive services free from sexual harassment, sexual contact, and exploitation. Staff may not engage in social, personal, or business relationships with you during services or for two years following termination of services. Your Responsibilities Be clear and complete about the problems you are experiencing and provide accurate information about past illnesses, hospitalizations, medications, and other relevant background. Assist in the development of your treatment plan and follow the plan to the best of your ability. Keep scheduled appointments and groups, and notify ZVHC in advance if you need to cancel. Respect the privacy and confidentiality of other clients. Arrange payment for the cost of services you receive. Participate in evaluating services, which may include completing questionnaires. Help ensure that the helping relationship remains respectful and that staff, clients, and visitors feel safe and protected. Do not engage in activities that may result in harm to yourself, others, or property while a client of ZVHC. Do not bring any illegal, illicit, or mood-altering substances onto ZVHC premises. Follow policies and procedures set forth by ZVHC. Failure to adhere to these responsibilities may result in service termination. Complaint and Grievance Procedure If you have a complaint or grievance with the services we provide, first discuss the issue with your psychiatrist, therapist, counselor, or support worker. If this does not resolve your concerns or if you are not comfortable doing this, you may take the following steps: Choose to have a staff member, family member, or friend help you through the complaint procedure. Contact the appropriate Zumbro Valley Health Center Program Manager at (507) 289-2089. Request a grievance form. Submit your grievance in writing, dated and signed, and route it to the Chief Executive Officer of Zumbro Valley Health Center. A response will be provided within three (3) working days. Present your complaint or grievance directly to the Minnesota Department of Human Services, the Minnesota Department of Health, the Office of the Ombudsman for Mental Health, or the Olmsted County Department of Social Services at any time. You will be assured of the confidentiality of the proceedings and that no retribution of any kind will result from filing a complaint or grievance. Staff Rights The staff at ZVHC is committed to respecting your rights. Staff also has the following rights: To keep their private lives separate from their professional lives and not routinely share home addresses, phone numbers, family information, or other personal information. To consult with other ZVHC staff as needed. To transfer clients to other professionals or terminate treatment if they believe their objectivity has become impaired, the problems presented are outside their area of competence, treatment is not indicated, the client is not benefiting from or following the treatment plan, the client is being abusive, or the relationship would result in a conflict of interest. Privacy and Confidentiality We value the privacy of our clients. State and federal laws require us to protect your confidentiality. In most situations, information about you can only be shared with your signed permission. Staff are mandated reporters and are required by law to report suspected child abuse or neglect. Staff are required by law to report suspected abuse or neglect of vulnerable adults. Staff may report situations in which your personal safety or the safety of another may be at risk. Information may be released without a signed release if required by a court order. Certain information may be released to outside collection agencies for the collection of unpaid bills. Unless ordered by a court, you are not legally required to provide information to us. If you choose not to provide requested information, you may become ineligible for financial assistance or services. Information may be shared between ZVHC programs on a need-to-know basis. Informed Consent Clients should understand there is an inherent risk of functional and mental decline while receiving behavioral health care treatment. Clients affirm they have received sufficient information to understand the nature of their treatment and consent to participate in evaluation and treatment. Client Records The privacy of a client’s protected health information will be maintained as required by law. Client records are stored in a secured electronic health record with information backed up at an off-site location. No session recordings by clients are allowed. Available Emergency Services If you are experiencing a mental health crisis or emotional distress, help is available 24 hours a day. 988 Suicide & Crisis Lifeline Call or text 988 Chat via 988lifeline.org Crisis Response for Southeast Minnesota Confidential phone and mobile crisis support is available 24 hours a day, 7 days a week for residents of Dodge, Fillmore, Goodhue, Houston, Mower, Olmsted, Steele, Wabasha, Waseca, and Winona counties. Toll-free Crisis Line: 1-844-274-7472 ZVHC Locations and Contact Information General Contact Information Phone: (507) 289-2089 Website: www.zvhc.org Wood Lake Drive Office 343 Wood Lake Drive SE Rochester, MN 55904 Fillmore County Office 65 Main Avenue North Harmony, MN 55939 Northgate Office 1112 7th Street NW Rochester, MN 55901 Greenview Office 1620 Greenview Drive SW Rochester, MN 55902 Connections & Referral Unit (CRU): (507) 535-5625 Intensive Residential Treatment Services: (507) 535-5626
