Patient Rights & Grievance Procedure

Rights during care

Medicare CMHC requirements protect the exercise of client rights. Rights information must be communicated in an understandable manner, including appropriate language assistance.

• Be treated with respect and participate in developing the treatment plan.
• Refuse treatment and receive information about limitations on available services.
• Have a confidential clinical record under applicable law.
• Be free from mistreatment, neglect, abuse, and misappropriation of property.
• Voice grievances and exercise rights without discrimination or reprisal.
• Be free from restraint or seclusion used for coercion, discipline, convenience, or retaliation, and receive the protections required by applicable rules.
• Not be compelled to work for the CMHC and receive required compensation for work performed.

How to raise a concern with us

To raise a patient-rights or service concern, contact Alain Perez Hernandez, CEO, at (305) 603-7063 or management@bridgeofcarellc.com. A concern may be raised by phone, in person, or in writing addressed to the CEO at either office: 11401 SW 40th St, Suite 345, Miami, FL 33165-3372; or 2311 10th Ave N, Suite 3, Lake Worth, FL 33461-6605, telephone (561) 899-3017. Office hours: Monday-Friday, 8:00 a.m.-5:00 p.m.

Ask for help submitting a grievance or arranging private communication of clinical details. Tell the contact what happened and the outcome requested. The CEO is the direct contact for review or escalation. Ask the CEO how the concern will be handled and how to follow up. The official intake notice and organization grievance policy are available through the office.

A patient may contact an outside agency directly without first making an internal complaint. Retaliation for exercising rights or voicing a grievance is prohibited.

Outside complaint options

Florida health-care facility concerns: Agency for Health Care Administration (AHCA), (888) 419-3456; Florida Relay (800) 955-8771. Choose the appropriate complaint route at https://ahca.myflorida.com/contact-ahca/file-a-complaint.html.

Medicare questions and complaint routing: 1-800-MEDICARE, (800) 633-4227; TTY (877) 486-2048. See https://www.medicare.gov/providers-services/claims-appeals-complaints/complaints. A coverage appeal is different from a quality-of-care grievance. Medicare can direct a quality complaint to the current BFCC-QIO or the State Survey Agency.

Privacy complaints: https://www.hhs.gov/hipaa/filing-a-complaint/index.html. Civil-rights complaints: https://www.hhs.gov/civil-rights/filing-a-complaint/index.html.

Help understanding these rights

Ask Alain Perez Hernandez, CEO, for language assistance, an accessible format, or help communicating a concern. This public summary supplements the rights and grievance information provided during intake; it does not replace required verbal and written notice or the procedures that apply to investigation and regulatory reporting.