Member Rights and Responsibilities

Member Rights

To our members,

As recipients of services from NovumHealth, you are entitled to the following rights:

• To be treated with courtesy, respect, and recognition of your dignity and right to privacy.
• To receive equal and fair treatment, without regard to race, religion, color, creed, national origin, age, sex, sexual preference, political party, disability, or participation in a publicly financed program.
• To expect that your medical records and anything that you say to your provider will be treated confidentially and will not be released without your consent, except as required or allowed by law.
• To get copies of your medical records or limit access to these records, according to state and federal law.
• To understand your diagnosis and participate with providers in making decisions about your health care, including the planning and periodic review of your individual treatment plan.
• To receive information about the organization, its services and persons who provide care or services for the member.
• To receive quality care and be informed of the NovumHealth’s Quality Improvement program. A summary of NovumHealth’s’s quality improvement program evaluation and work plan are available upon request by contacting 702-857-8800. The annual program evaluation is available on our website novumhealth.com.
• To discuss appropriate or medically necessary treatment options regardless of cost of benefit coverage.
• To give prior informed consent, consistent with federal confidentiality regulations, for the use and future disposition of products of special observation and audiovisual techniques, such as 1-way vision mirrors, tape recorders, television, movies, or photographs.
• To receive assistance in a language you prefer and understand.
• To receive services that accommodate any disability you may have.
• To receive an explanation of all consent forms or other documents the agency asks you to sign; refuse to sign these forms until you understand them; refuse treatment and to understand the consequences of doing so; cross out any part of a consent form that you do not want applied to your care; or to change your mind after you have already given consent.
• To receive a copy of this Bills of Rights and make recommendations in regard to these rights.
• To voice a complaint about or appeal a decision concerning the NovumHealth organization or the care provided and receive a reply according to the grievance/appeal process.
• To make recommendations regarding the organization’s member rights and responsibilities policy.

Member Responsibilities

• To treat providers and all staff with courtesy, dignity and respect.
• To make and keep appointments, to be on time, call if you will be late or must cancel an appointment.
• To understand your health problems and participate in developing mutually agreed-upon treatment goals, to the degree possible.
• To follow plans and instructions for care that you have agreed upon with your provider.
• To provide, to the extent possible, correct and necessary information and records that NovumHealth and its providers need in order to provide care.

To file a formal grievance please contact:

Compliance Officer
3321 N. Buffalo Dr. Ste 200
Las Vegas, NV 89129

702-857-8800

Members may file a grievance in writing or verbally. To file a grievance verbally, please call 702-857-8800. To file a grievance in writing please download the Grievance and Appeals form and mail to the address above. Staff assisting members filing a grievance must document the grievance on a compliant form and forward the grievance to the compliance officer within one (1) business day. All formal grievances will be forwarded to the health plan, if applicable.