This statement applies to every Client of Y.U., across both Coaching Services and Clinical Services as those terms are defined in the Client Services Agreement and Informed Consent. Where a right or responsibility applies only to Clinical Services, it is marked (Clinical Services only).
Client Rights
- To be treated with dignity, respect, and without discrimination on the basis of race, ethnicity, national origin, religion, sex, sexual orientation, gender identity, age, disability, or source of payment.
- To receive a clear explanation, in plain language, of the difference between Coaching Services and Clinical Services, and to know at all times which type of service Client is receiving and who is providing it.
- To know the name, professional role, and licensure status (if any) of every individual involved in Client's care.
- (Clinical Services only) To receive information about diagnosis, treatment options, risks, benefits, and alternatives sufficient to give informed consent, and to have questions answered before consenting.
- (Clinical Services only) To refuse any recommended treatment, medication, or procedure, and to be informed of the likely consequences of that refusal.
- To the confidentiality of personal and health information, consistent with the Y.U. Privacy Policy and, for Clinical Services, the HIPAA Notice of Privacy Practices.
- To access, request a copy of, and request correction of Client's own records, consistent with applicable law and Y.U.'s record-access procedures.
- To voice a complaint or grievance about services received, and to have that complaint reviewed without fear of reduced quality of service as a result of having complained.
- To receive a good-faith estimate of the cost of services before beginning a paid program, and to receive clear terms for cancellation, no-shows, and refunds as set forth in the Y.U. Cancellation and No-Show Policy and the separately executed Membership Agreement.
- To discontinue services at any time, subject to the cancellation terms in Client's Membership Agreement, and (for Clinical Services) to receive a referral or reasonable transition assistance if discontinuing during active treatment would create a safety risk.
- (Clinical Services only) To be told when a recommended intervention is not yet available because it is restricted under Y.U.'s internal clinical protocol (for example, due to pending FDA or pharmacy-board action) rather than being offered an intervention Y.U. cannot lawfully or safely provide.
- To be informed if Client's Clinical Provider is not licensed in the state where Client is physically located at the time of a Telehealth encounter, and to have that encounter rescheduled or redirected accordingly.
Client Responsibilities
- To provide accurate and complete information about medical history, medications, supplements, allergies, and current symptoms, and to update Y.U. promptly if that information changes.
- To ask questions if Client does not understand a recommendation, instruction, or consent form before agreeing to it.
- To follow, or to communicate disagreement with, the care plan Client has agreed to, rather than silently deviating from it in a way that could affect safety or outcomes.
- To disclose to Y.U. any change in Client's physical location that could affect a Clinical Provider's ability to lawfully deliver Telehealth services.
- To seek emergency care (911 or the nearest emergency room) for any symptom that may be an emergency, rather than relying on Y.U. for emergency response.
- To attend scheduled Sessions or provide advance notice of cancellation in accordance with the Y.U. Cancellation and No-Show Policy, and to understand that late cancellations (less than 48 hours' notice) and No-Shows will result in forfeiture of the affected Session from Client's monthly Session Allotment, and that No-Shows will additionally trigger a seventy-five dollar ($75) fee charged to the card on file.
- To pay for services on the agreed schedule, to maintain a valid payment method on file, to authorize Y.U. to charge the card on file for recurring membership fees and any charges under the Cancellation and No-Show Policy, and to raise billing concerns promptly through the dispute procedure in that Policy.
- To treat Y.U. staff, coaches, and Clinical Providers with respect, consistent with the respect Client is owed in return.
- To understand that results vary by individual and that no specific outcome is guaranteed.
- To understand that, as set out in the Client Services Agreement, Client is responsible for the consequences of inaccurate medical disclosures, failure to follow a care plan, or misuse of a prescribed medication, supplement, or piece of equipment, and agrees to indemnify Y.U. and its Clinical Providers for third-party claims arising from that conduct. This does not apply to, and does not limit Client's rights regarding, negligence by Y.U. or a Clinical Provider.